Better Business Bureau Serving Southwest Idaho & Eastern Oregon Blog

Can you hear me..at all?

Many business owners do business from their cell phones. Lots of them do business in their shop by landline. The cellular phone has made instant messaging, texting and other services that we never dreamed of available now for business use. But we still talk. How do you sound on the phone? If a perfect stranger, a possible customer, called you right now what would they hear? Or could they hear at all. If you can’t understand the person you are talking to, either from background noise, loud music, a bad connection, or an employee who needs to concentrate on their phone skills, then you may be losing business. From the minute you answer the phone the customer is deciding whether or not to buy from you. If they can’t hear you, if the employee sounds unfriendly or unbusinesslike, if there’s too much background noise from machinery, music or talking then they may not take you seriously. First impressions are important and  the phone is usually the first chance to make an impression. Do a test, call your business and ask whether or not you felt welcomed, could you hear the other person? If you use your cell mostly, does your coverage allow clear communication ? Does your Voicemail message say who you are, (not “the party”), how to reach you and do you check it regularly? “Voicemail box is full” can deter a client. And when you check it can you talk without all the sound distractions and do business clearly?

 The internet, e-mail and cell phones have changed the way we communicate. But certain rules still apply. Who, what, when,how soon and how much are what business functions with at its most basic levels. Clear communication opens or closes the door.

MSNBC carried a story the other day that said difficult economic times are making some bosses meaner. To be sure, the economic news is challenging. Some companies are adjusting, changing, even transforming to new financial challenges. Some bosses and managers are taking out their problems on their employees. Maybe you are looking for another job or an extra job to make ends meet more smoothly. There are many ads now that promise high returns for work at home. All you need is a computer to make $250,000 at home. Some companies appear to offer jobs but are in reality executive preparation businesses that offer training in job hunting and resume writing to enter the “hidden job market”. So, if you are pursuing that new job, career or just a part time money maker, remember that the BBB has information about many companies available online at www.bbb.org. Before calling or committing, check out the company and its record of business practices. Also, BBB Accredited Businesses are good employers. They meet the high standards of ethics and trust. And, good luck !

I’ve made my second cross-country business trip in eight days.  I’ve been exposed to the good, the bad and the ho-hum regarding customer service.  Let’s take a look at the three versions.  Then, I challenge small business owners to think about your employee interaction with customers.

The good: Airlines are running past capacity now more than ever.  Every flight is full. There were 50 stand-bys waiting for zero seats on one of my flights.  Agents and flight attendants who understand human nature and anticipate 300 frustrated customers who are tired, wrinkled and delayed – make a flight bearable.  Good customer service starts with the employee feeling ownership in the company.  They can make independent decisions to offer solutions.  On the flip side, they are equipped with ALL of the information so they can explain why they can not offer a solutions.  I was talking with a chiropractor friend.  He said rule one in his office is:  No one is allowed to have a bad day.  When the team comes in the door, it’s all smiles and all about the customer.  What happened at home, on the drive in or what’s anticipated that night is irrelevant.  It’s not considered by the customer.

The bad: they frown, they bark, they do the bare minimum. They leave an indelible mark: I won’t fly here, stay here, shop here, buy here again.  By the way, I’ll tell everyone about the terrible experience.

The ho-hum: Um..I don’t remember. Yes, that’s the customer’s response.  The experience was not memorable.  It was just another of the hundreds of interactions we each have everyday. 

Bottom line: empower your employees to offer great customer service. Give them tools to offer solutions.  Stress the importance of empathy.  Be memorable.

Dale