As a District Manager, I often had complaints from associates concerning managers who, when asked to investigate a matter, didn’t follow up appropriately. Often, when I talked to the managers, they assured me they had already resolved the matter or had implemented a plan and were awaiting the results. However, they failed to communicate this to their associates, thereby causing unnecessary issues.

     When you are asked to do anything for anybody at any level, it is critical to get back to that person as soon as the task has been completed. It can be as simple as: Mary, I called the Home Office concerning the issue you contacted me about. I talked to John Smith and he said he would get back to me with his response. I just wanted to let you know we are working on your issue and, as soon as I hear something, I will let you know or Mary, I called the Home Office concerning the issue you contacted me about. I talked with John Smith and he has resolved your issue. If Mary responds back with a ‘thank you’, you should respond back with: Mary, you are important to this organization and myself. It was my pleasure.

     You earn a lot of goodwill from your staff when you communicate quickly and effectively. If you fail to communicate in a timely manner, you have lost a golden opportunity to encourage and let your staff know how much you care. No matter how small the issue may appear to you, it is important to the person bringing to your attention. Your timely response is always necessary.