Operations

Do You Want My Business or What?

Randi Busse
Posted on November 15, 2017

I’m a customer who knows what I want. As it happens, I need the service you offer. I don’t have to be “sold,” because I’m ready to use your service. But I can change my mind and decide to use someone else; you’re not the only game in town. You have competitors, and they offer the same thing you do for a similar price. I’ve decided to give you a try…the booking is yours unless you blow it.

Unfortunately, you blew it. Here’s what happened:

  • I called your company to reserve a car, and was put on hold; no one ever picked up my call.
  • I asked your company to send a confirmation and never received it.
  • You answered your phone and sounded bothered like I interrupted you.
  • I changed a reservation; the car still showed up at the original time.
  • I never received a confirmation phone call and the car never showed up.
  • The car that picked me up was dirty and smelled of smoke
  • I called the service upon landing at the airport and was told it would be a 10-minute wait. The driver picked up another client and I waited 45 minutes. I did not receive an apology or credit.

We all know customers are cautious about the way they spend their money. I am too. But I am spending, and my decision to not spend money with your company had nothing to do with how much money I have. Instead, it had to do with the way your employees treated me when I WANTED TO USE your service, but couldn’t find anyone interested in helping me do that.

I know your company is almost certainly spending money to make your phones ring, to make browsers click on your Facebook page, and book through your website. That’s why I sought you out. But your employees created hurdles for me. . . and who needs that? C’mon — do you want my business or what?

People want to do business with people they know, like, and trust. Make it easy for customers to do business with you… or they won’t! Have you ever tried to do business with a company that seemed like it had a customer prevention department? It might sound silly, but think about it! What company would even have such a department?

You would be surprised and horrified to find out, especially if that department was in your company! That phone call from a prospective customer is your chance to introduce yourself and connect. Don’t blow it. Thank the caller, identify your company, give your name, and assure them of help.

When you respond like these examples and have a smile in your voice, you are sending a signal to the caller they are reaching a company that values and wants to serve them. Talking gives you the opportunity to explain your value, share what differentiates you from your competitors, and build a relationship with the caller.

At the end of the day, it’s common sense: Your customers want the same thing you want when you are the customer. So c’mon — if you want my business, act like it!

Randi Busse is the founder and president of Workforce Development Group, Inc., www.workdevgroup.com, a training and coaching organization that specializes in improving the customer experience, increasing customer retention, and maximizing revenue. She is also the co-author of Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU! Randi can be reached at [email protected]

Related Topics: customer service, employee management, etiquette, staff training, telephone etiquette

Comments ( 2 )
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  • Randi Busse

     | about 10 months ago

    You make a great point Anthony! If the owner of the company isn't treating the employees well or not providing good customer service to the customers himself, it will be hard for the employees to act any differently. Our programs help the front line employees AND the owner who is often part of the problem!

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