Who is Answering Your Business's Phone?
By Wayne R. Karlins
Who is answering your business's phone? This might be a more important question than you think.
Every new call I get, I ask how they heard of us. Some of the answers I get surprise me; such as, "I saw your ad in the paper." Well, I do not run an ad in the paper. However, this may not be the best time to tell this person that. So I take the information, write it down, and when they become a client of ours, I can revisit that question.
It is important to make sure the people who are answering your phone know what to ask and when they can ask more. One answer I get a lot is "I saw you online." Well, I do have a website, but again it is not advertised anywhere, so most likely they have visited one of my social media platforms and saw my website there, or I gave them one of my cards that has my website on it, however, then we would have already met. Therefore, when they call, they tell you the last place they were, my website. When we get that answer, we then ask how they found our website, and 75% of the time it was from being on our LinkedIn or Facebook page.
When talking to a new business, I am shocked how often I am never asked the question, "How did you hear of us?" Even if you do not advertise or optimize your website to be number one, you should still want to know how a new client found you.
I am further surprised how often the person who answers the phone cannot answer a question of mine about the company. The people who are answering your calls need basic information about what you do, how long you have been in business, and the right person to forward them to in order to answer more questions. Do you know what the people who are answering your phone are saying?
The point I am making is, to make sure the people answering your business phone calls know what to do by asking the right question, responding to a question, or getting the right person on the phone who can.
Remember, once they are a client you should ask the question again, "How did you hear about us?" Regardless of what their first answer was, try to target the initial place they found you, which may require rephrasing the question. Your future marketing and your business may depend on it. Of course, then again, they may not really remember!
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