Monday, November 19, 2012

Is She Expecting Your Call?

Have you ever called a company and received a greeting like that? My response is usually something like, “ should I know?” Does it ever amaze you how poorly some companies treat their customers on the phone? Whether they screen calls, have impossible automated phone attendants, or fail to put staff contact information on their website these companies insulate themselves to their detriment.

Companies put these systems in place for several reasons including filtering out sales people and controlling who the customer can access. The challenge with this tactic is that companies don’t realize that people not only tell others about these experiences, but also today’s sales person may be tomorrow’s business owner, prospect or referral source.

If you want customers to call certain people for help, then make sure that those resources who you do want them to call are available, well trained and empowered. If you don’t want sales people to call then have a way for them to compete for your business or be direct that you’re not currently in the market for what they’re selling. It’s okay to say “no.”

Having an organizational culture that relates well to customers and the public, builds goodwill that will translate into unsolicited testimonials and referrals. Instead of being defensive when people call, be passionate about assisting each caller (or getting the person who can assist them) and see how quickly and sustainably your business grows.

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