Does your business pick up the phone when customers call? Does your business return messages? It’s 2010 and the answer to these questions should be an obvious yes.
But…I recently called a local plumber because I had a clogged drain in my bathroom sink. When I called, I was greeted by an answering machine. We all love talking to machines don’t we!! With today’s technology having phone calls forwarded to a cell phone is quite simple. Okay strike one. I proceeded to leave a message about my clogged drain to see if someone could come to my house to take a look at it. Now I realize that my clogged drain request might be priority number 99 on the plumbers to do list. But I would have appreciated a courtesy call to let me know they received my message and that they would look at it.
Instead, what I received was a big fat nothing. No phone call and no service call. The message they sent by not responding to my request was that me and my clogged drain can go fly a kite. Strike two, you’re out!!
I’m sure there are much bigger and more lucrative jobs this company works on compared to my little old clogged drain. But I’m a customer with money to spend and some day my little job might turn into big project that will make them a lot of money. With so much competition in every industry I’m surprised businesses can afford to just ignore potential customers.
Think about your customer service experience. Make sure you do absolutely everything it takes so that your customers are raving about you, not ranting about you.
Thanks for reading.
Dave Elliott
