Marketing expert Jay Baer discusses the importance of speed in client interactions and how it equates to client happiness. He shares insights on generational differences in patience levels and advises agencies to prioritize speed in order to attract customers. The chapter also highlights the need to find the right balance between being too fast and building trust, and the significance of prompt response times in client communication.
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insights INSIGHT
Research Validated Time As Priority
Jay Baer found post-pandemic people value time and how it is spent more than ever.
He turned that research into a keynote and a short book to teach speed as a competitive advantage.
insights INSIGHT
Gen Z Are Surprisingly Patient
Jay Baer discovered Gen Z are the most patient consumers while Boomers are the least patient.
This finding contradicts the assumption that digital natives always demand instant responses.
insights INSIGHT
Speed Often Outranks Price
Two-thirds of customers rate speed as important as price and half hire whoever replies first.
Jay Baer's research shows responsiveness has a direct, measurable impact on revenue.
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When you think about how you do business, do you find that you’re purposefully taking longer to respond to inquiries because you don’t want a client to believe you’re not busy enough? Or do you hesitate to answer right away because you don’t want that to be their new expectation of your agency?
Unfortunately, this is where many agencies get it backward. Clients already expect quick responses, regardless of how fast or slow you were the first time. In fact, speed is one of the most important factors for client happiness, and it will only go higher on the priority list from here.
Jay Baer has done intense research on this very topic and is sharing his findings with us. As many of you know, he’s always ahead of the curve when it comes to agency trends. And he’s passionately confident that agencies need to get faster so they’re first in line when a prospect calls them up. Because if he’s learned anything, it’s that speed will beat out price almost every time.
A big thank you to our podcast’s presenting sponsor, White Label IQ. They’re an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.
What You Will Learn in This Episode:
The generational differences in patience in business settings
Speed is the most important factor for client happiness
The psychology of speed and how it equates to caring
Closing uncertainty gaps with clients
Creating a “fast pass” lane for impatient clients
The “Got it Audit” for the customer journey
When fast is too fast
The hierarchy of when speed is most important for client satisfaction
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