How to Lose a Customer, Instantly
I need someone to replace some tiles in our pool. Calling my local pool supply company, they referred me to a local company and gave me their phone number.
The phone rang once and then immediately I heard an automated voice say, “Can I ask what this is regarding?”
Not, “Welcome to Advanced Tiling.”
I was so taken aback something extraordinarily rare happened: I was speechless. Had I called the right number? Checking quickly to confirm, I stuttered my way through something like, “I need some tiles replaced in my pool.” Next came, “I will try to connect you.”
The phone rang as I recovered from this bizarre “interaction.” My overwhelming reaction was negative. My first impression could not possibly have been any worse. Still, I decided to stay on the phone and see this thing through.
After nine or 10 rings, the automated voice came back to deliver that standard, “No one is available to take your call. Please leave your name and message and we will get back to you.”
At least, that’s what I think it said.
You see, this off-putting phone service malfunctioned and the outgoing message played at 5x speed.
That’s when I hung up.
My next phone call was to a customer. The phone was answered promptly, politely, and by someone who doesn’t need to read this blog.
Something as simple as how incoming phone calls are received can instantly make or break an opportunity. If you are an owner, you are a terrible judge of your own system. Ask a friend or two to call you and get their input.
The tile company, I would guess, is trying to protect themselves from the Robo calls we all receive. For that purpose, it is spot on. However, they lost at least one opportunity in the process.
Does anyone know of a good tile company near Cape Cod that makes a better first impression?
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Bill Farquharson is a respected industry expert and highly sought after speaker known for his energetic and entertaining presentations. Bill engages his audiences with wit and wisdom earned as a 40-year print sales veteran while teaching new ideas for solving classic sales challenges. Email him at firstname.lastname@example.org or call (781) 934-7036. Bill’s two books, The 25 Best Print Sales Tips Ever and Who’s Making Money at Digital/Inkjet Printing…and How? as well as information on his new subscription-based website, The Sales Vault, are available at salesvault.pro.