Are Your Employees Answering The Telephone Properly?
Hi Business Owner,
My name is Bob Britton, a fellow small business owner and President of Marketing Automation Group.
I am almost 100% sure that your employees are not answering the phone properly, and it’s hurting your business. Let me explain. The most common ‘short cut’ an employee will make is to answer the phone the following way, “NAME of business, this is Cindy.” And more often than not, and maybe every time, they sound like they either don’t want to be there, are super busy, or they are short with customers. There are many philosophies on how one should answer the phone, but a proven technique is to smile and say, “Name of business, how can I help you?” You may be thinking there is little difference. But the beauty is in the details. Saying, “How can I help you” makes your potential client feel more important. Saying, “…this is Cindy” makes you customer feel like the person answering the phone is more important. You want the customer to feel empowered, not the other way around. We are constantly training and re training our staff on this point because they do have a tendency to fall into the “This is Cindy” routine. But not often because we call all the time and make sure they are doing it right.
The First Contact Is The Most Important! The first contact a customer makes with your business is the most important because it will create a lasting impression of your business and they will decide right then and there if they want to be a part of it.
Make time for this strategy right away… Call your business and pretend you are a customer several times in a one or two week period, and do it once a month. Use a towel or something to disguise your voice. Consider recording the conversation for training purposes (check your states laws on recording conversations if you are not comfortable with it, or you are not sure it’s legal to do so.) Note how the phone is answered and how friendly your staff sounds. See if they handle your questions well. Do they ask you to come into the store? Do they set up a service appointment? If they do not answer the phone in a friendly manner, or handle it properly, fix it right away, especially if they are not sounding friendly and helpful. If they use the “This is Cindy” routine, or they sound like they are annoyed or don’t want to be there, you have a major problem to fix. Train your staff regularly in this crucial area and you will experience surprising results from your efforts.
If you have any questions, need some immediate advice, or would like to get involved with my program please give me a call at 585-633-7563.
To your success,
Bob Britton is an accomplished entrepreneur with 25 year’s experience starting, building and growing both brick-and-mortar companies as well as online businesses. He's personally built 3 companies from one man shows to the million dollar mark. Marketing Automation Group and the Automated Entrepreneur Method® are his latest brainchild. After working with hundreds of business owners in every walk of business, he realized there was a HUGE gap in the support and training that was available, and set out to fill that void with his no-nonsense, hype free approach to business growth.