You may spend lots of money on marketing, but what happens when someone calls?
Here are things I have heard.
No one answers.
No one answers because they went to lunch.
They answer and say “I don’t know. Let me check with Butch. We will get back to you.”
They answer and their voice says you are an interruption or inconvenience.
They say “That is not my department. You’ll have to call them later or at a different number”.
They do not have answers or cannot help.
The phone has to ring 8 times before someone picks up, and many customers hang up.
Without leadership to prevent it, these situations happen a lot.
(And then there is what happens and how fast when they ask for help online.)
Does this happen at your company?
Are you sure?
How do you know?
Bob has truly been a transformative force at Keystone.
Just yesterday afternoon at 4:45 I was guilty of “They answer and their voice says you are an interruption or inconvenience.” I need to catch myself when it is about to happen, but I have to say people that call a business 15 minutes before it closes looking for customer service are morons. You had the whole day to research your automotive question, and you are calling when people are hitting a wall at 5pm. I genuinely enjoy helping people, just not at 5pm.