Customer service, customer service, customer service, this cannot be stressed enough. If you want to be the best in the business, this is where you want to start. Try to avoid at ALL costs a customer receiving a voice mail when they contact you. This is one of the most important things in business today.
Society wants things immediately. We don’t want to wait 24, 48 hours for a response. We want to pick up the telephone, speak to someone and have the resolution in the works NOW.
We don’t want to leave our contact information and then wait for a call back. It might not be a good time when we get that call back. We might not have the information fresh in our minds the way we did when we sat down to make the original call. It’s a very large snafu for our business when a customer reaches voice mail.
If a customer, new or old picks up the telephone to contact you, they DON’T want to leave a message. They want to speak to a LIVE person. It doesn’t matter if this person does not have the answer the customer is looking for. The customer wants to know that there is someone at your company readily accessible that can answer questions, or get them answered in a timely manner.
If a customer reaches a voice mail, you have just increased the possibility of this customer going to your competition for their needs. 9 out of 10 customers will call a business, reach a voice mail and hang up. At this point you’ve lost the possibility of a new customer, thus new income. Not to mention, the opportunity for valuable research.
You want to SHINE with all customers. Don’t allow your competition to take this customer away from you, because they have a LIVE answer.
You want your customers new and old to be able to convey to their friends and colleagues, what excellent service your company provides its customers.
“Today, I called XYZ Corporation and they were able to provide me with a customized quote right then and there! I didn’t have to leave a message, wait for a call back and then provide my specific needs. I was able to reach Martha and inform her of my needs. I had a quote back the same day! My client was so impressed.”
“Today, I called ABC Corporation and left a message. I hope they call me back soon. I need to get that quote back to my client so, that they can make their decision. My client was hoping to have the quote today so, they can move forward.”
The main issue here, is the importance of a LIVE answer during normal business hours. This has a HUGE impact on new and repeat business. Don’t let this happen to your business.
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