What do your customers experience when they call your company?
First impressions are lasting impressions. We all know that. Yet – when was the last time you called your office via the main inbound line? If you have not done that lately, you may be surprised at what you hear!
We are all busy traveling, or racing the clock to make meetings on time, meet sales goals, meet with clients or other members of our team. And in that day-to-day race to get things done, we very often take short cuts, such as dialing in to a back line or directly to the person we need to reach. But, what about your candidates and customers? What do they experience?
Most of us in sales spend a good portion of our day on the phone calling prospects. Many of those calls are answered by an automated attendant, allowing the caller to dial the desired person directly. Or, the caller has the option to use the “Dial by Name” directory. In many cases, this is what the caller experiences:
- The “Dial by Name” directory does not work properly, or does not recognize the name of the person you are calling.
- You cannot reach a receptionist or operator for help. In many cases, you cannot reach a human being at all.
- If you are able to reach a receptionist, very often you cannot hear that person because the microphone on their headset is not positioned properly or they speak too softly.
- In many instances, they do not recognize the name of the person you are trying to reach, even though he or she is a VP level or an officer of the firm.
Go ahead. Call your company and see what your customers experience. If done properly, you have an opportunity to make some very positive changes that will improve that critical first impression!
Have a successful week.
Ken
Ken Lazar, CEO
Ability Professional Network
(614) 403-6079
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Ability Professional
Address: 565 Metro Place South, Suite 300,
Dublin, OH 43017
Phone: 614-403-6079
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