If you do nothing else to improve your odds of success in these crazy times, improve your responsiveness! Too many people are whining about the recession, complaining about a drop in business, and neglecting the single most important act to ensure credibility and more business: being responsive.

I contacted the Boston Globe to ask a question about subscribing and got no response. Meanwhile, I am supposed to feel sorry for newspapers? Do they have any interest in increasing subscribers? Have they given up? 

I asked for a quote to modify my website. After initial discussions, it took another week and a half to get a rough list of features returned to me with a price range of +/- 20%. If it takes 12 calendar days to put a wide estimate on an undefined project, how much confidence should I have in their ability to define project objectives and scope? How confident can I be in on-time delivery? How important is my project to this company? How confident is this company that they can deliver on their promises?

I was notified by a contact that he had submitted my name as a good candidate for a panel discussion on surviving tough economic times. I thought it would be fun and interesting so I contacted the coordinator as he encouraged. I got no response to either the email or the voice message. Now perhaps she had already filled her panel, but what kind of message does she send? How can it help her business to ignore sincere responses to what was indirectly her own request.

I spoke with a business owner on the phone this past week who promised to call me the next day. She didn’t. I am in a position to purchase from her and refer her services. What am I to conclude? Does her promise mean nothing? Is she totally disorganized?

Some of these examples demonstrate the potential for immediate loss of business and all demonstrate potential damage to reputations, which is actually far worse.

To survive in bad times and good, make it a priority to:

• Be responsive
• Show enough respect and courtesy to return calls
• Keep your promises

And if you or your organization is simply too disorganized or understaffed to respond efficiently and effectively, get help. The alternative will undermine all your other best efforts.

Sponsored by Uncommon Clarity, Inc., a firm that specializes in improving individual and organizational performance.