A dentist listened in on a telephone conversation between a prospective patient and the receptionist. The receptionist was very sympathetic. “Oh, I’m so sorry to hear that you’re suffering with dental pain. This dentist is awfully expensive. Let me give you the name and telephone number for another dentist located nearby that’s much more reasonable.”
You can make a big investment in promoting your business, paying thousands of dollars for ads on Facebook and other social media, a beautiful web site and a Yellow Pages ad. All that money goes down the drain when your support team doesn’t do their jobs properly. They should be trained with scripts so they know what to say, and the procedures should be role played regularly.
Another business owner discovered a team member who processed orders was overwhelmed. Unfulfilled orders were being stuffed in a drawer, representing thousands of dollars of business from frustrated customers.
How was it discovered?
The business owner checked the team member’s desk on a weekend.
The “inmates” could be “running the asylum.” The business owner might be afraid of “intruding” on employees’ “space”.
Remember, it’s really YOUR space they’re working in, and you’re entitled to inspect and manage your business.
In addition to “managing by wandering around” in your own business, consider hiring a mystery shopping service to “play customer” and find out what their experience is.
What’s it like to call your business for help? Does the caller get “lost in voice mail hell?” Is the caller placed on hold “forever”? Are calls with messages returned when promised?
If you have a showroom or business office, how are customers received? Are they welcomed, ignored or abused?
What’s it like to return an unsatisfactory purchase?
If an item is returned for repair, is it fixed right the first time and when promised?
Somebody should assure that customers are having great experiences.
If you’re a business owner, ultimately, that somebody is you.
Are you looking for some “fresh eyes” to walk with you through your business? Maybe you’d like someone to do some “mystery shopping” with your business? Maybe you need help creating selling scripts for your team. Contact me at firstname.lastname@example.org for an initial conversation.