inches matter Reply with Urgency It is our policy to return communications—especially client communications—with a sense of urgency. It’s not a choice, but a requirement. Respond without delay. Email See an email that will take two minutes to answer? Answer it! Don’t put it off until later, especially not the next day, or worse—never! All emails should have some sort of response the same day, even if it is just to say you don’t know yet, but will have an answer to them as soon as possible. Phone If the phone rings, answer it! Don’t let it go to voicemail because you don’t want to talk to the person or you don’t have an answer for them yet. Be honest with your response. If you dropped the ball, say so. If you need more time, ask for it. Don’t simply ignore the call and put it off for another day. Voicemail Listen and respond. Again, even if your answer is that you don’t yet have updates, you need to communicate that. If you REALLY want to be a star, be proactive by using your voice mail message (or email automated reply message) to give others a heads-up on your availability. inches matter act with a sense of urgency