Customer Service 101
Have you ever called a potential vendor to ask a question only to have your ear talked off and never really get an answer?
Or have you ever left a voice message for someone with a great opportunity, and that person never calls you back?
This is customer service 101, and it amazes me how many people lose out on a sale or a great opportunity just by their follow-up skills.
Stop Talking and Listen!
For example, I recently contacted a big communications service to open an account for a new client. And instead of contacting me directly as I requested, they went straight to my client.
Now, my client didn’t expect the call and had to waste time talking to the “customer service” rep. He was not impressed and decided not to use the service.
Then, when I called the representative to clarify the situation, she didn’t apologize. She just went into her sales pitch and talked and talked. Too bad. She lost a huge account.
On another note, I interviewed a well-known expert for a big feature story that will be seen by thousands of small business owners. And I’ve been trying to get in touch with the expert’s publicist for several weeks now in order to get some more information for the story.
Without the information, my editor can’t run the story. Well, my deadline is approaching and still no word from the publicist. Big, huge missed opportunity for some free publicity!
Do You Need a Customer Service Check-Up?
This is not the time to let your communication and customer service skills slide. After all, other businesses are pushing their service levels to the max to win new customers and stay afloat during this tough economy.
Now, if you are one of the great business owners out there who puts customers first, please ignore this blog entry. But if you haven’t listened to your customers lately, or returned important phone calls, it’s time for a wake up call. With just a few changes, you just may see your sales and positive word-of-mouth grow fast!
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