Have you ever thought of what might be the ideal response time to a consumer inquiry ? If you call on a 1-800 service one would expect that the phone would be answered and you would speak with an agent. Or, at the very least be given the option to leave a message with a response within 24 hours or next business day. If you took the time to write via snail mail, one would expect to receive a response within two weeks, or a phone call to follow up with you. If you were to walk in and speak face to face with a customer service department, one would expect service on the spot and likely the best level of “service” face to face. So what have we come to expect in the world of social media ? For me, I expect that a brand, service, charity or community will be “on” listening and responding in their network. To help me out with this, they might post on their social profile “when” they are actually on…to help condition and meet my expectations. I just think that with social media today, my expectation has become the position that if you are “on” you are “on”…at least in what one would assume when that brand or service is open for business. I was impressed by the TTC in Toronto last week when I took a bus along a route that signalled a “stop” and then had the bus driver breeze past the stop. He advised that the bus hadn’t stopped there in six months. I advised that a bus I rode on last week (with my wife as a witness) stopped there ! I then tweeted TTC to advise that the stop should be removed form the bus “notification recording”. Within minutes @TTChelps responded. Now that is “service response”. Smiles…I’ll keep an eye on that “recorded notification” and be sure to not count on the stop ! The point is that they responded…and in fact exceeded my expectations (Thank you Toronto TTC). I felt good and feel good about their customer responsiveness. @AirCanada is also very prompt, in my experience. I give them full marks for social engagement and in both cases, it is truly while I am enjoying their services. Like TTC, this isn’t necessarily a 9-5 situation. Kudos to being “on” when the customer is “on”. So what should the norm be ? My suggestion is that the community manager for a brand or service should be on to meet or exceed expectaions of the customer. That is what will ultimately drive customer loyalty. You are showing the customer that you are there for them. That today is likely a 24/7 commitment…at least something that is broader than a 9-5 Monday through Friday existence on line. I look forward to tweeting and posting more examples in the coming weeks. I’m waiting for a couple of responses right now. Cheers! @FergDevins @DevinsNewtork.