Just realized my 'average response time' promise was hurting more than helping

I told a new client I'd reply within 2 hours to any message, thinking it showed I was serious. Three days in they were sending 8 emails a day expecting quick answers and I could barely get any real work done. Has anyone else had to walk back an availability promise without looking flaky?

3 comments

3 Comments

andrew_baker96d ago

Did you ever try just telling them that you batch your replies a couple times a day instead? Some clients actually prefer getting a solid block of focus time from you rather than jumpy half-answers every two hours.

-1

zarat375d ago

Clients love clear schedules. Especially the ones who act like you're ignoring them if you don't reply in 30 seconds. Batching just trains them to stop expecting instant responses. Honestly, the loudest complainers are usually the ones who benefit most from knowing exactly when to hear back. Once they realize you're not ghosting them, they tend to settle down pretty quick.

joseph486d ago

Yeah, telling them you batch replies is exactly what I do now too. I just let clients know I check messages at 10 and 3 each day and most of them actually like knowing when to expect a full answer instead of random pings.