Seth Godin(left) is one of the most popular and respected marketing bloggers on the planet. Here's a dose of his common sense applied to the subject of your callers and the person who may be responsible for creating their first impression of your business.
"...When a homeowner decides to put his house on sale and calls a broker…
...When he calls the moving company…
...When a family arrives in town and calls someone recommended as the family doctor…
...When a wealthy couple calls their favorite fancy restaurant looking for a reservation…
Go down the list. Stockbrokers, even hairdressers. And not just people who recently moved. When a new referral shows up, all that work and expense, and then the phone rings and it gets answered by your annoyed, overworked, burned out, never-very-good-at-it-anyway receptionist, it all falls apart.
What is the doctor thinking when she allows her neither pleasant nor interested- in-new-patients receptionist to answer the phone?"
Ready for a refresher course on telephone skills and etiquette? Click here to learn about TelArt, a 35-minute CD that teaches your staff how to treat callers like the valuable customers or prospects they are. It may be the best $39 you ever spend.
Seth Godin
