#marketingMonday
If you are spending dollars to generate leads that make money (sales) and there is one link in the sales chain that is weak (costing you a loss in sales) wouldn’t you want to fix it?
Not all Surprises are good! Can you say with confidence that you know what’s really happening to leads when your phone rings? Don’t assume everyone knows how to work with a customer. Get back to basics with this 3 step checklist.
1. Make sure all processes are written out.
Each step should be easy to follow with clear expectations. When a new customer calls, when a complaint comes in, or when a sale is made….Make it clear to the person working for you to know what’s expected.
2. Test and measure.
If you know what is happening when someone calls, and you know a majority of the time why they are calling then decisions can be made based on that knowledge.
— Did the employee follow the process?
— Did the employee give excellent customer service?
— Is the phone call asking for basic information that could be automated or answered online?
3. Ask for feedback.
There is a reason that the cable company records your phone call for quality and training purposes. There is also a reason they ask if you would like to participate in a brief survey after the call.
Your feedback is valuable to them in hiring, training, customer service improvement, and business decision making. If they are doing something wrong they want to take a proactive approach and fix it right away!
If an employee doesn’t know what’s expected, or how to complete a task then you have the obligation as the owner or manager to eliminate all obstacles with training, communication, and clarity & support.