Customer Experience News & Trends

The best time to talk to customers

Does it matter what slot you get on the appointment calendar? It turns out it does. Research at universities and clinics into energy levels, concentration and receptivity conclude there’s a specific window of time to make the best impression with customers.

Prime time for focus

Between 9 a.m. and 11 a.m., the brain holds moderate levels of the stress hormone cortisol, which helps the mind focus.

At this time, customers are primed for learning and are more able to process tasks that require analysis and concentration.

As a result, these morning hours are best for you to give a technically oriented, game-changing or detailed presentation to challenge preconceived customer ideas of what it is they want to buy — or what problems they need to solve.

Prime time for mental agility

From 11 a.m. to 2 p.m., levels of the sleep hormone melatonin are lowest, and people’s mental agility is high.

This is when customers are best suited to receive a product or service-focused presentation.

The Dead Zone

It’s usually a good idea to avoid the Dead Zone between 2 p.m. and 6 p.m.

Reasons: People digest their lunches between 2 p.m. and 3 p.m., drawing blood away from the brain to the stomach. And after 3 p.m., the brain is getting fatigued.

During these hours people tend to be more easygoing, but they’re not as sharp and may see complex details through a fog.

It’s no coincidence that texts, emails and tweets surge at this time as people seek undemanding tasks they can complete on automatic pilot.

Adapted from: “Target Opportunity Selling,” a book by Nicholas Read, the founder and managing partner of the revenue growth consulting firm SalesLabs.

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