Timing is Everything

The other day I submitted an online information request to a well known financial institution regarding financing interest rates. Incredibly, less than 20 seconds later, I received a telephone call from a representative asking if I would like to speak with a financial expert. I was quite impressed with their rapid response and rewarded them by taking the call and speaking to their representative. Had they waited even an hour, I probably would have been on to something else and in a different mindset, screened with caller ID, and not have accepted the call. But, they knew I would most likely still be near a phone and in a mood to discuss the topic and they were right. Could there be any better way to follow-up with a potential customer?

I'm sure it is difficult for companies of any size to develop and implement a follow-up system as efficient as that, but it seems like it would be well worth it to try. This company is successful and obviously has found a way to provide almost instaneous follow-up - a sound strategy for 2011.