"Instant Access" Means You're Always Working

I admit it -- I'm as guilty as the next person.  When I purchase something online, 
I expect to get the product immediately, if not sooner.  If I send an email to 
technical support for a problem with my server, I expect them to answer me back 
instantly.  I check my email every few minutes.  When a couple of hours pass and 
I still get no answer, I am totally ticked off.  I am positive that I am not alone 
on this one.


But, let's turn the tables for a minute.  I have also been on the other side of this 
equation.  I have been in a position to have those type of email messages sent to me 
through the course of my previous business.  If I answered back immediately -- no problem.  
If the email was sent on a holiday, middle of the night, or over the weekend, when I 
wasn't available, people would get down right irate that they didn't get an answer as 
soon as they wanted.


In my opinion, that is probably the biggest turn-off about operating an online business:  
"instant access" means that you are always working and available to answer those questions, 
at least in the minds of your visitors.  If you don't live up to those expectations, then 
you can expect to get a lot of nasty messages.  Internet users, in my experience, don't 
seem to understand that many websites run on auto-pilot, therefore making the need for 24 
hour live person availability obsolete.


After all, isn't that the reason many people decide to start businesses online?  No one 
wants to be on-call 24/7.  If you are a large business, you may be able to be available, 
but for the thousands of home businesses and small businesses out there, it is simply 
impossible.


My suggestion to make your absence an easier pill for your customers to swallow -- turn 
on an autoresponder whenever you are unavailable.  Most servers have that feature built 
into them.  All you have to do is write a message that nicely explains that no one is 
currently available to answer their message and relay your normal working hours or when 
they can expect to receive a response.  

Your customers probably won't like it, but at least they won't think that you are ignoring 
them or simply refusing to answer.

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Copyright 2001 by Chris Yates, owner and editor of iAuthority Ezine.  
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