I often hear that complaint, and it comes from an interesting perspective…from both parties who are involved.
I’ve talked to hundreds of people who say that my organization has a habit of not returning their phone calls. They express frustration and feel neglected when they don’t hear back from us. They place the blame clearly on our staff.
I also talk to the staff, who express similar levels of irritation when their calls appear to be ignored. As they work to connect with those who have registered for an event or request, their response rates are surprisingly low.
I have come to this conclusion. Most people seem to think that they place responsibility on the other person once they leave a message (or email, or text message). Sometimes, this even extends to a missed call on a cell phone. People call me and don’t leave a message…but expect me to call them back anyway. Therefore, these messages create a never-ending loop of expectations for follow-up. It’s always the other person’s fault…because someone left them a message.
Here is a novel idea. Let’s all grow up and take ownership of our own action items.
- If I need you, it’s my responsibility
- If you need me, it’s yours
Just a thought…thanks for listening.