One fact about doing business today and attempting to communicate is VOICE MAIL.
Voice Mail is abused. Folks let calls go to voice mail if they want to ignore you or, giving them the benefit if the doubt, they are in a zone where a phone call would interrupt them. That’s what I do – if I am here I take a call!
We forget that part of Customer Engagement today is about reaching out and being reachable! Setting the expectations of anyone who does connect with you is important for your credibility.
Your Call Is Important to me – is it really?
If the call was important than tell me why you couldn’t take it in the first place, please! My advice, get rid of that phrase it is old; it is meaningless and has no value to anyone.
I will call you back as soon as possible – will you really? Is that good enough?
Let’s look at a few scenarios:
My printer packed up! I wanted to have it repaired or have a new printer NOW! I searched on-line; I reached out to several local businesses.
I did not speak to one person, I got 6 machines! They all said they’d call me back as soon as possible.
None called me by the end of the day in spite my pleadings. I ordered on line, had a new printer from a major manufacturer the next day. I truly wanted to give the business to a local vendor.
I work closely with a vendor for my IT Support. I call him and his message tells me he’ll call me back as soon as possible! I call him because I need him. He does not tell me when, what else to do or when it is likely to be. I text and he responds immediately but I need to have a conversation. Yup, I know that things are heading that way but are it right?
I recently contacted a company that provides home care; had to contact a locksmith; had to talk to a contact at the TBBJ (love them truly) – I had researched what I wanted, I was ready to do something with them, and they didn’t’ care that I needed them. It was as soon as possible in all cases!
They are not alone, they are indicative of the value you are placing on your customers who are trying to call you.
Change it up? Surprise everyone and actually use voice mail as a tool to communicate information that has value and receive equally valuable information. Set expectations.
Today is Thursday, September 1st. I have meetings most of the day which means I won’t be able to call you back until Friday, before 10.00 a.m. Leave me your name and number and I will speak to you tomorrow morning. If you wish me to call you this evening, let me know and I will!
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The week of September 1st I am out Tuesday and Wednesday attending an exciting new product training! I will have limited ability to return calls during that time but I will call you back before the end of each of those days. Generally I return calls within 2 hours as a matter of routine!
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Thank you for calling. This is Kathy Pabst Robshaw of Spectrum Strategy Resources. I return calls within 2 hours as a matter of routine and will speak with you shortly. Leave me your name and phone number and I will call you back! That’s a commitment.
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Please change your message frequently and please let the caller know what to expect and why and then deliver. Folks do still reach out by phone a part of their own communication need and part of their strategy for doing business.
Have a great rest of September!
Kathy