The enquiry arrived at 4:10 on Friday. The call went out on Tuesday.

Most businesses treat slow response to inbound enquiries as a discipline problem. It is usually a queueing problem, and the fix sits somewhere else entirely.

By Steve 5 min read
Abstract bridge artwork for The enquiry arrived at 4:10 on Friday. The call went out on Tuesday.

A business spends real money to make the phone ring. The ads are tuned, the landing page has been rewritten twice, cost per lead is tracked weekly. Then an enquiry lands at ten past four on a Friday afternoon, and the first human contact happens on Tuesday morning, by which point the buyer has spoken to two other firms and formed a view. Nobody in the business is being lazy. The person who answers enquiries is also the person delivering work, and Friday afternoon is when the week’s slippage gets…

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