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Working
Fast Responses To Calls, E-mail Buoy Goodwill
By JACQUELINE FITZGERALD
Although the phrase "I'm so busy" is often an excuse for not staying in contact with people, some women pride themselves on being exemplary communicators.
What's their secret?
"The priority for me is having good relationships with people," says Hedy Ratner, co-president of the Women's Business Development Center in Chicago. "I spend a whole lot of time on e-mail and on the phone responding to people . . . to be available and accessible."
Liz Dennery Marks of Dennery Marks Public Relations in Beverly Hills, Calif., says, `I get a lot out of it in terms of personal fulfillment." But, she adds, it's more than a personal preference. "It's incredibly important to business. If employees are not responsive and polite to customers, it can affect the bottom line, and businesses are not seeing that."
Some businesses do see it. Peggy Nahmany, global communications director at Euro RSCG Worldwide marketing communications agency, says: "I do exactly what I would hope people would do for me if I was in a rush or desperately needed information. Not only does a prompt response demonstrate efficiency and professionalism, it ensures that people will turn to us in the future."
Nahmany thinks that returning phone calls and e-mails as quickly as possible is the key to successful communication. "Don't ever ignore a request," she says, "no matter how busy you are. Take a minute to say `I'm swamped right now, but I'll do it as soon as I have time.' "
Debra Condren, a New York City-based business psychologist and president of SuperiorCareer.com, agrees that top communicators answer immediately, whether or not they have all the answers. "Knowing it all upfront isn't the issue," she says. "Letting the client know you are thinking about their problem . . . will buy you a great deal of goodwill."
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