Posted June 16, 2014 - Emma Mills in General
Did you know that 80% of callers will not leave a voicemail? They’ll simply call the next best person on the list.
This phenomenal research by Google says it all. It measures, for customer service, how long people are willing to be put on hold.
Take a look at the 18-24 year old category (your future customers).
40% are not willing to hold at all. And these people are already customers!
In a hyper-responsive 24/7 world, we do not like being ignored. It’s more important than ever to respond to customer calls and emails as quickly as possible.
What’s really important?
I was talking to a client the other day about how she attracts new business.
She had recently asked a selection of new clients why they had come along to her practice (she’s a Physiotherapist).
These three things were consistently cited as reasons why those new clients were now sitting in her treatment room:
These three conveniences were more important to her new clients than price, reputation and promotional offers.
It’s really important for her business that phone calls and emails are answered promptly. And she is not alone in this – 80% of callers will not leave a voicemail!
What should we be saying?
“Your call is not that important to me”
That’s the message an automated voicemail sends. When you really want to say…
“Your call is really important to me but I’m so busy with all these existing clients, I can’t get to the phone right now.”
And what you need to say is…
“Hi, how can I help you?”
So, how do you do that when you’re incredibly busy? Here are three ways to grow your business by helping callers and enquirers feel considered:
Out of office replies are not just for holidays. A well-constructed email can tell your customers they’re not being ignored, you’ll be with them shortly and if it’s an emergency, or urgent, to call a particular number.
Auto-responders give you breathing space. You don’t have to reply straight away and, with the right style and tone, will position you as a professional, helpful business.
2. Call Answering Service
A call answering service ensures all calls to your businesses are redirected to a dedicated call handler. That handler will know how to answer your calls appropriately, and how to capture and provide all relevant information.
Flexible, monthly tariffs are available with Mi PA; you can find out more in this short video.
3. Virtual PA
A Virtual PA will not only answer your calls, they’ll also process those calls, book appointments, handle sales enquiries, manage your diary…and much, much more. Have a look at this post – 27 Things A Virtual PA Can Take Off Your To-Do List – for more inspiring ideas!
If you want to grow your business, offer first-class customer support and increase client retention make sure your customers know their call is very important to you! What happens when you don’t answer the phone?
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