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Answer Upon - Secrets Revealed To Having The Most Professional Staff On The Telephone!
Are you thinking about starting an Internet Fundraising Organization? That’s a great idea. With some creativity, you have the opportunity to raise unlimited funds for your cause.Many nonprofit organizations use the internet as their primary fundraising vehicle. It has proved very lucrative for them also. Just by the very fact that more people are online dramatically increases your opportunities at fundraising.Consider these few advantages of doing your fundraising business in cyberspace.• Lightening quick resultsWith appeals via email the response is almost immediate. Sure, the most you’d have to wait is 2 days for a response. However, when compared with the postal appeal (which could take weeks/months) the email route is immediate.Email allows you to track and immediately adjust a sputtering campaign. You can also tweak a good campaign into a better one.Receiving funds online is vastly different from receiving a check in the mail. The process is
Although the first gentleman on the phone was pleasant and friendly, he actually wasn’t much help and shouldn’t have been answering the phones without being trained properly. If I had been calling to see if A&A Powerline could do a job for me, do you think they would be getting my business?
“So how can a business protect their most valuable asset; their customers?”
When it comes to why bus
Does your small business have goals? Goals and objectives for how much its sales you wish to accomplish? If not, how can you adequately planned your marketing for your company? I guess what I am saying here is; If You Don't Know Where You're Going Any Road Will Take You There. Yes that is an old famous quote and know I did not make it up. Granted, however what are your marketing objectives? Do you have any?Where do you want to go today? To effectively design a marketing strategy for your small business you need to have goals and objectives and you need to know exactly where you want to be and where you are now. You cannot design the perfect marketing strategy or implement it correctly unless you know what your objectives are.There is of course such thing as dumb luck or beginner's luck, but I imagine if you are a small business owner you do not want to rely on luck alone. Why not take out a piece of paper right now and write down exactly what you want at of your bus
The seemingly simple task of taking phone calls is a hidden liability for not just some, but most businesses. You've invested precious dollars in advertising and marketing. You've invested time in developing customer relationships. What happens when customers call your business? Many of us would be shocked to find out the truth.
When customers call your business, how are they treated on the phone?
If your business is like most in this country you may have seen to it that your receptionist received some basic training on how your phones should be answered and how calls should be processed. But what about the rest of your staff?
Today in business you know it costs far more to get a new customer than it does to keep an existing customer.
Have you ever called a business only to be treated improperly by whoever answered the company’s telephone? Most of us have had that experience when calling a business and the person answering the telephone just had bad manners.
“Hi XYZ Company” (No Name - Who answered?)
Recently my son went into the service and after not hearing from him for several weeks I placed a call to the recruit training command where he was stationed to ease my concern about his well being. Here‘s a recap of my call:
“Hello Perrttieoficorshweble.” “Pardon me. Who am I speaking with?” I asked
“Perrttieoficorshweble.”
Since I was concerned about my son’s well being I wanted to be sure I got the name of who ever I was talking with so I asked again.
“I’m sorry I still didn’t catch your name who am I speaking with?”
“This is Perrttieoficorshweble”
Three times I tried to get Petty Officer Schweeble to slow down and enunciate his name. I finally did get it.
Have you ever called a company only to have someone who had NO business answering the phone, doing so? Is that person at your business?
Another time, a client had asked me to call a subcontractor to coordinate a job our company was doing for them. When I called the phone was answered clearly.
“Hello A&A Powerline Contractors.”
“Hello. This is James Bower with ABC Telecom; Mrs. Headrick from the school district asked me call and coordinate your trenching job with your new equipment installation.”
“Oh! Just a minute let me see if the guy you need to speak with is here.”
Immediately I was cast into silence. Was I put on hold or did I get cut off? I couldn’t tell, so in the hopes that I was on hold, I HELD. And I waited. A moment later the gentleman came back on the line. Thank goodness.
“I’m sorry the guy you need to speak with isn’t here. You can call him at 555-1234.”
“Thank you. And who should I speak with when I call that number?” (You see he hadn’t told me who I was calling for.)
“Oh! His name is Tim.”
After trying to reach Tim at the number I was given and getting no answer I called back to the first guy. When he answered the phone he explained he couldn’t help me, as he was only the janitor. I asked if he could take a message for Tim. He assured me he could. What I should have asked was could he take a message for Tim and see that he would get it. Because two days later I received a panicked call from Tim and Mrs. Headrick, as Tim had no idea what he was supposed to do at the job site. He had never gotten the detailed message I left for him with the janitor.
Although the first gentleman on the phone was pleasant and friendly, he actually wasn’t much help and shouldn’t have been answering the phones without being trained properly. If I had been calling to see if A&A Powerline could do a job for me, do you think they would be getting my business?
“So how can a business protect their most valuable asset; their customers?”
When it comes to why busi
Keeping the cost of doing business down, yet providing a quality product or service, is one of the most critical components of success for today’s leader. What many fail to realize is that employee turnover can represent a very substantial price tag to a company's productivity and its bottom line.Turnover is costly – just how costly? Research studies have shown that the cost of replacing a professional or managerial employee runs 1.5 to 3.0 times his or her annual salary. And it can cost up to five times annual salary if you are looking at the intellectual capital – what a key person knows – when he or she walks out the door.For example, to replace a $50,000 top notch sales person with a large customer base can cost you $171,500. And a $150,000 technical manager can ultimately cost $380,000 to replace. That’s no small pocket change.Therefore, in almost any business situation —g rowth, downturn, merger, or even stability — it makes business sense to retain your be
Have you ever called a business only to be treated improperly by whoever answered the company’s telephone? Most of us have had that experience when calling a business and the person answering the telephone just had bad manners.
“Hi XYZ Company” (No Name - Who answered?)
Recently my son went into the service and after not hearing from him for several weeks I placed a call to the recruit training command where he was stationed to ease my concern about his well being. Here‘s a recap of my call:
“Hello Perrttieoficorshweble.” “Pardon me. Who am I speaking with?” I asked
“Perrttieoficorshweble.”
Since I was concerned about my son’s well being I wanted to be sure I got the name of who ever I was talking with so I asked again.
“I’m sorry I still didn’t catch your name who am I speaking with?”
“This is Perrttieoficorshweble”
Three times I tried to get Petty Officer Schweeble to slow down and enunciate his name. I finally did get it.
Have you ever called a company only to have someone who had NO business answering the phone, doing so? Is that person at your business?
Another time, a client had asked me to call a subcontractor to coordinate a job our company was doing for them. When I called the phone was answered clearly.
“Hello A&A Powerline Contractors.”
“Hello. This is James Bower with ABC Telecom; Mrs. Headrick from the school district asked me call and coordinate your trenching job with your new equipment installation.”
“Oh! Just a minute let me see if the guy you need to speak with is here.”
Immediately I was cast into silence. Was I put on hold or did I get cut off? I couldn’t tell, so in the hopes that I was on hold, I HELD. And I waited. A moment later the gentleman came back on the line. Thank goodness.
“I’m sorry the guy you need to speak with isn’t here. You can call him at 555-1234.”
“Thank you. And who should I speak with when I call that number?” (You see he hadn’t told me who I was calling for.)
“Oh! His name is Tim.”
After trying to reach Tim at the number I was given and getting no answer I called back to the first guy. When he answered the phone he explained he couldn’t help me, as he was only the janitor. I asked if he could take a message for Tim. He assured me he could. What I should have asked was could he take a message for Tim and see that he would get it. Because two days later I received a panicked call from Tim and Mrs. Headrick, as Tim had no idea what he was supposed to do at the job site. He had never gotten the detailed message I left for him with the janitor.
Although the first gentleman on the phone was pleasant and friendly, he actually wasn’t much help and shouldn’t have been answering the phones without being trained properly. If I had been calling to see if A&A Powerline could do a job for me, do you think they would be getting my business?
“So how can a business protect their most valuable asset; their customers?”
When it comes to why bus
One person tells another, who tells another, who tells another and so on. You get the idea. Let’s see how to make that an actuality.You have a great company and you provide the highest level of customer service. But as the old clich? says: "A happy customer tells a friend, an unhappy customer tells 10 friends." You don’t have to worry about the unhappy customer telling 10 friends because you always do a great job and keep your customers happy. But how do you increase the number of friends that your happy customers are sending your way?Plain and simple: You are going to have to reward them.The reason that happy customers don’t tell many other people about your service is because most customers EXPECT good customer service so the companies that provide it aren’t at the front of their mind. They have too many other things to worry about on a daily basis.By starting a Customer Referral Program you will give your best customers a reason to want to tell other peo
“I’m sorry I still didn’t catch your name who am I speaking with?”
“This is Perrttieoficorshweble”
Three times I tried to get Petty Officer Schweeble to slow down and enunciate his name. I finally did get it.
Have you ever called a company only to have someone who had NO business answering the phone, doing so? Is that person at your business?
Another time, a client had asked me to call a subcontractor to coordinate a job our company was doing for them. When I called the phone was answered clearly.
“Hello A&A Powerline Contractors.”
“Hello. This is James Bower with ABC Telecom; Mrs. Headrick from the school district asked me call and coordinate your trenching job with your new equipment installation.”
“Oh! Just a minute let me see if the guy you need to speak with is here.”
Immediately I was cast into silence. Was I put on hold or did I get cut off? I couldn’t tell, so in the hopes that I was on hold, I HELD. And I waited. A moment later the gentleman came back on the line. Thank goodness.
“I’m sorry the guy you need to speak with isn’t here. You can call him at 555-1234.”
“Thank you. And who should I speak with when I call that number?” (You see he hadn’t told me who I was calling for.)
“Oh! His name is Tim.”
After trying to reach Tim at the number I was given and getting no answer I called back to the first guy. When he answered the phone he explained he couldn’t help me, as he was only the janitor. I asked if he could take a message for Tim. He assured me he could. What I should have asked was could he take a message for Tim and see that he would get it. Because two days later I received a panicked call from Tim and Mrs. Headrick, as Tim had no idea what he was supposed to do at the job site. He had never gotten the detailed message I left for him with the janitor.
Although the first gentleman on the phone was pleasant and friendly, he actually wasn’t much help and shouldn’t have been answering the phones without being trained properly. If I had been calling to see if A&A Powerline could do a job for me, do you think they would be getting my business?
“So how can a business protect their most valuable asset; their customers?”
When it comes to why bus
What is the Power of Presence and how can one capitalize on the ominous strength in becoming a household name? We all know of the strength of branding and yet few realize its vast power. You see, the amount of consumer dollars spent on brands in the United States is $300 billion plus per year. Obviously, any businessperson would want to get in on the action and capitalize on the branding potential. Franchise outlets, which rely on brand-name marketing account for one third of every consumer dollar spent each year in the US and there are over 450,000 franchised outlets.Brand marketing requires synergy word-of-mouth and once it is obtained it is easy to hyperspace in competition and get more money for the goods and services you sell. Of course it is not easy becoming the conversation at the dinner table or emotionally touching the masses in a way, which gets them to do something. Marketing through association, belief, feelings and emotional attachment is powerful indeed. It requires
“Oh! Just a minute let me see if the guy you need to speak with is here.”
Immediately I was cast into silence. Was I put on hold or did I get cut off? I couldn’t tell, so in the hopes that I was on hold, I HELD. And I waited. A moment later the gentleman came back on the line. Thank goodness.
“I’m sorry the guy you need to speak with isn’t here. You can call him at 555-1234.”
“Thank you. And who should I speak with when I call that number?” (You see he hadn’t told me who I was calling for.)
“Oh! His name is Tim.”
After trying to reach Tim at the number I was given and getting no answer I called back to the first guy. When he answered the phone he explained he couldn’t help me, as he was only the janitor. I asked if he could take a message for Tim. He assured me he could. What I should have asked was could he take a message for Tim and see that he would get it. Because two days later I received a panicked call from Tim and Mrs. Headrick, as Tim had no idea what he was supposed to do at the job site. He had never gotten the detailed message I left for him with the janitor.
Although the first gentleman on the phone was pleasant and friendly, he actually wasn’t much help and shouldn’t have been answering the phones without being trained properly. If I had been calling to see if A&A Powerline could do a job for me, do you think they would be getting my business?
“So how can a business protect their most valuable asset; their customers?”
When it comes to why bus
Hello againToday we want to talk about your list. This is the third crucial part of your business if you want to make big money as a direct marketer. If you get this right, you will earn piles of money. :-) If you don’t get it right, you may earn a bit, but not enough to support this lifestyle you have dreamed about.Your list You need to spend a great deal of time and effort building your list. This is the key to growing your business.Your list is simply the names and addresses of people who have bought from you. People on your list are people from your target market who are now your best friends.Why? Why is your list so important?Think back to Part One where we talked about your market. We said people in your market are people you think will be interested in buying your products. Now that people from your market have bought the first product you offered them, they go onto your list.Here’s
Although the first gentleman on the phone was pleasant and friendly, he actually wasn’t much help and shouldn’t have been answering the phones without being trained properly. If I had been calling to see if A&A Powerline could do a job for me, do you think they would be getting my business?
“So how can a business protect their most valuable asset; their customers?”
When it comes to why businesses lose customers, the perception of a staff that doesn’t care ranks as the leading factor is reflected in a study by the Small Business Administration (SBA). Nearly 70 percent of those polled in the SBA study said that the perception of a non-caring staff led them to leave and buy from other businesses. This was by far the strongest response of six factors.
14 percent said product dissatisfaction ranked second. Price ranked third, with 9 percent of customers stating that as the reason they changed businesses. A friend or family member’s recommendation ranked fourth, ahead of moving away, and death. The SBA’s study reinforces that the way we treat our customers is a major contributor to keeping customers from leaving and taking their business to your competitors.
68% leave because of an attitude of indifference toward the customer by the business
14% are dissatisfied with the product
9% leave for competitive reasons
5% develop other friendships
3% move away
1% die
Consider the fact that the typical business only hears from about 4% of its dissatisfied customers. The other 96 percent quietly go away, and 91 percent of those will never come back.... Ever!
Did you know the average dissatisfied customer tells 8-10 others about lousy service. Twenty percent of these dissatisfied customers will tell twenty others. For the average business, it takes six times more $$$$$$ to attract new customers than it does to keep old ones. So doesn’t it make sense to do everything you can to keep the customers you have?
On an average day do you know what percentage of your customers receive service over the telephone? It’s not unusual to have more than 80% of customer contact over the telephone.
Take this simple test:
Do you conduct regular on going telephone training for all your staff?
Have others besides the receptionist been trained on the proper use of the phone?
Do you know where the weak links on the telephone are within your company?
Do your customers who have been handled improperly on the phones call to let you know about it?
Do you regularly call into your office to see how the phones are handled?
If you answered NO to two or more of these questions you might have a telephone etiquette problem.
How do you get these problem areas fixed?
A few simple steps will assist in fixing your staff.
Answering the Telephone has three basic parts.
1. Identify the company that has been reached. "ABC Welding..."
2. Identify the person answering the call. “This is James..."
3. Let the caller know you are there for them "How may I help you?"
I don't think you should ask “How may I Direct your call." If the person calling is looking for information; your mailing address, your fax number they now have to stop and correct you. “You can't direct my call I need your fax number."
Another key point is to have all the things you might need when answering a call. Have you ever called somewhere and the party you called for wasn't available
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