The Startup Chat with Steli and Hiten
320: How to Optimize Your Lead Response Time
Jun 22, 2018
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In today’s episode of The Startup Chat, Steli and Hiten share some tips on how to optimize the time to respond to inquiries.

In the startup world, it is important to not only respond to customer's inquiry in a positive way but quickly as this will start the communication that should lead to a successful sale. However, this can be a tricky thing to pull off, especially if you’re very busy.

In this week’s episode, Steli and Hiten talk about why it’s important to respond to customer inquiries quickly and they share some tips, tricks, and tools that founders can use to get better at shortening their turnaround time.

Time Stamped Show Notes:

00:39 Why it’s important to have a quick turnaround time in today’s world.

01:55 How to deal with inquiries on the personal side of things.

02:58 How a quick turnaround time can be a good thing for your brand.

03:45 Factors that can affect your response time.

04:42 Times when responding quickly can be a negative thing.

05:53 Two major factors that affect your response time.

09:08 Why the turnaround time is everything.

11:10 Tips and tools that help improve your turnaround time.

11:20 Why you should and how can monitor your response time.

11:57  How automating some tasks can improve response time.

3 Key Points:

The turnaround time is everything.
Monitor your response time.
Your mindset of what your what your trigger is when you receive an inquiry determines the way you respond.



Steli Efti: Hey everybody, this is Steli Efti.



Hiten Shah: And this is Hiten Shah.



Steli Efti: And today on The Startup Chat, what we want to talk about is we want to share some tips on how to optimize the time to respond, right? So first, let's talk about why it's really important to have a quick turnaround time, especially in today's world. This is people email you, people pinging you on social media, but probably even more importantly, people that come to you and are interested in your product or service and want to start up communication or a conversation with you, why it's important to get back to them really really quickly, and then let's share some tips and tricks on tools and methodologies that startups can use and founders can use to become better at shortening the turnaround time.



Hiten Shah: Yeah. Man, like I'm probably the worst at this in a weird way where like, I have a need to just respond as fast as I possibly can to everybody.



Steli Efti: You're crazy.



Hiten Shah: And so, this might be a little bit of therapy for me. So, you tell me how people should be thinking about this. But, for me, if I get a customer support message, or if someone wants to buy something from me, or if I get even an email, my typical response is to try to answer it as soon as I possibly can, within seconds if I can. One of the things that's worse for me is that the positive feedback I get on my response time, makes me want to keep doing that and it's horrible, so. This is probably therapy. I'd love to hear what your take is on this.



Steli Efti: Okay. Well, I'm thinking right now. Maybe we should start on the like the personal inbox level and then work our way to the company-wide level. And so, on the personal side, I know intimately about your issues with this because we do have a little bit of a shared inbox for The Startup Chat, right? We love to hear from people. People email us all the time with their questions, with their challenges, sometimes with their praise. You can always get in touch with us steli@ In the early days of this podcast, I was even trying to attempt to compete with you on response rate and losing consistently and then eventually,

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