Wonderful though email and on-line digital services are there really is no substitute for speaking to a real person. I am sure we all get frustrated at having our time wasted by large organizations where we have difficulty getting through to the right person (or even find out who the right person is) to deal with a problem or even give them a sale. What is worse in my view is where we cannot even find a telephone number and find we have to raise a “support ticket” on some company’s website.
I believe in talking to my clients on the telephone if I cannot talk to them face to face. With many I could just bang out an email and sometimes I do as clarification of a point raised in a conversation, but there is no substitute for the personal touch.
Sometimes a client will call at a time which is inconvenient. There are times when we can do without interruptions in the midst of particular projects. That is why we should have someone else answer the telephone and take a message, whether that is in actually in our office or in the office of our virtual PA. The point is that the client knows that they matter and we will talk to them as soon as we can.
When we do speak to the client, we should have made time to do so and to be helpful. It is no good just calling back to say we have the matter in hand. At the end of any call, our client should feel that their immediate need is being dealt with.
In a small business we have so much more opportunity to demonstrate that we care, both in word and deed, and I believe the telephone is a good starting point. What do you think?
© Jon Stow 2010
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