Everything matters in business including how you answer the phone and how your staff pre-qualifies and dis-qualifies callers. Are you spending money on advertising only to have your staff run them off the moment they call?
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Customer Service
This is an example of how NOT to teach your people to answer the phones and treat your prospects.
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Verizon FIOS has some smoking hot fiber to the home service and has been my ISP and TV provider for over 5 years. However, last week I moved into my new home in SoCal and I had to make this video and post. To their credit the technician was right on time, which is very cool. However, after pulling some cables and drilling a couple of holes the technician left a mess behind him. What you see is insulation pulled out of the wall and left all over my home office floor. What you don’t see are the JACKED UP cables behind my TV that I had to untangle just for ease of upgrading in the future. In today’s competitive environment it’s not enough to just do enough. You need to under-promise and over-deliver. Verizon FIOS did not do that here.
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Woman gives birth on Southwest Airlines flight. How does professional quality customer service handle this?
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“We’re not open. You have to leave the building and come back at 8!” said the government security rent-a-cop with bi-focal Coke bottle glasses and a three-color patch on his arm that gave him a license to be a complete $?:;-”@^*} €><\@*^%}{]. I’m at the Riverside County Board of Equalization to get a reseller permit so the Socialist Republic of California can take their hands just a little bit out of my pocket and this is how I’m treated. How do your people treat and greet your prospects and clients? Your competitors hope you treat them like a government monopoly dictatorship. With mobile technology and Web 2.0 social media platforms the world will know if you do before you even open for business. If you can’t afford to lose even one client because your staff is not trained and supervised and incentivized to treat all customers like fragile ferns in [...]
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