Answer the *@#^+ Phone!
by Kay Kotan
It’s one of those standing pet peeves of most. We call a company to either give them business or are an existing customer and we can’t talk to a live human being. You are forced to trample through a series of button pushing prompts only to be dumped into voice mail. Or, you find yourself on eternal hold never having your question answered or your problem resolved.
But, we as promotional product distributors can do so much better! How refreshing would it be for your customer’s phone call to be answered by the second ring by, yes, a LIVE person? And better yet, this LIVE person would be friendly and helpful, too! What a dream come true for both you and the customer!
If you are a small distributorship, you may think there is no way you can justify this type of service. But, I am here to tell you . . . no . . . emphatically insist you can’t afford not to provide this type of service. New customers may be going down the phone book looking for a distributor. I can’t tell you the numbers of times customers commented that I was the first one to answer the phone. (Yes, this was during normal business hours Monday through Friday.) If new customers don’t have their calls answered, they move on to the next distributor.
If a client has a quick question, they want it answered now so they can move onto their next project. People don’t like things hanging over them. They want to mark it off of their “To Do List.” If you don’t answer the phone, you will leave that customer hanging and create undue stress and frustration.
Clients also don’t want to waste their time talking to someone who can’t help them. Don’t just put somebody on the phones because they can steam up a mirror when they breathe. Train this person to answer the phone promptly, saying, “Thanks for calling Acme Specialties. This is Kay. How may I help you?” Let them know upfront what company they called, who they are speaking to and that you desire to help them!
The tone of the employee answering the phone is critical, too. The tone should not imply that the caller interrupted you or is an annoyance in any way. The speed of the conversation should reflect calmness and not giving the caller the feeling that you are rushing them. The caller should feel a smile in the voice of the employee answering the phone. The voice should also be friendly and sincere. Callers also like hearing their name repeated showing both respect and acknowledgement.
If you need to check on something for the customer, give them the choice of whether they would like to hold while you check or if they would prefer that you call them back. If they do choose to wait, make sure to place the customer on hold. Don’t just lay the phone down on your desk. You have no way of knowing what background noise or conversations might occur while you are away that the caller should not hear or the client might find annoying. If you by chance need to call the client back after checking on something, do so promptly. Always under promise and over deliver! If you believe it will take thirty minutes to find the answer, tell the customer you will get back with them within the hour. They will be very pleased when you call back in twenty minutes!
Answering the phone promptly and correctly is like the welcome mat at your front door. Make sure yours truly is welcoming!
WANT TO USE THIS ARTICLE IN YOUR EZINE OR WEB SITE? You can, as long as you include this blurb with it: Kay Kotan is a Coach, Author & Speaker serving the Promotional Products Industry. Are you having trouble honing in on your target market? Claim your FR*EE gift - a free special report detailing the hottest niches in the promotional products industry, go to her site at www.kaykotan.com/niches.html! Ask Kay a Promotional Product Distributor business question at kay@kaykotan.com.
Kay Kotan is a Success Coach serving the Promotional Products Industry. If you would like to know if you are on the road to success, take a FREE ASSESSMENT of your promotional products business on-line at www.ppdassessment.com.
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