'15 years of business – just by the way the phone was answered'
This scenario is about a a gentleman (Peter) who, as a part time but paid hobby, bought cheap cars, did work to them, got them through the MOT and then sold them on for a small profit. One car that was purchased needed a complete set of new tyres. Peter grabbed the Yellow Pages and called the first company listed. The phone was answered quickly but in a hurried and very muffled tone which made the company unidentifiable…Oh hello, is that XYZ Tyres?..Yep… Oh, I’m looking for a quote on a set of tyres for a …. And so the call went on with Peter getting his quote. The call was handled and Peter got the information he wanted, but he hadn’t been made to feel that his call was welcome, perhaps he even felt like an interuption? Anyway, Peter called a second company and it was a completely different story. While the call followed the same pattern and structure, the man who answered the phone for the second company was cheerful, helpful and made it known to Peter that he WANTED to help. Now this story has a bit more detail to it but the essence is very, very powerful. As a result of making just 2 calls for replacement tyres, Peter had been buying his tyres from company number 2 for 15 years! The 2 points we want to make here is that 1 company gained at least 15 years of business, just because of the way they answered the phone. Another way of looking at it is that XYZ Tyres lost 15 years worth of business, just because of the way they answered the phone. That’s powerful and that’s exactly where we can help. We make sure that you gain customers and keep them because of the way the phone gets answered. This is where the improvements were needed –
1. Call introduction
2. The power of first impressions
3. Enthusiasm to help
Other case studies
'15 years of business – just by the way the phone was answered'
This scenario is about a a gentleman (Peter) who, as a part time but paid hobby, bought cheap cars, did work to them, got them through the MOT and then sold them on for a small profit. One car that was purchased needed a complete set of new tyres. Peter grabbed the Yellow Pages and called the first company listed. The phone was answered quickly but in a hurried and very muffled tone which made the company unidentifiable…
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