Invest in Employee Training to Boost Profits
Invest in Employee Training to Boost Profits
When an outsider calls your business, what impression does it give them?
Do they hear a friendly salutation like "Hello Lorraine, thank you for calling The Office Organiser" or something else?
"Lorraine's phone"
"Hold the line" (before to speaking)
"Hold the line, please"—before you have even started speaking—
"Lorraine speaking"—not even mentioning the company name—
either they talk so quickly that you have to double-check that you rang the correct number or you miss the name of the company.
Occasionally, a positive first interaction has been followed by disappointment when the other person says:
"Hold the line for a tick/sec"
"I need to find a piece of paper to write your message down"
"Can you hold on while I find a pen"
"Just a tick, I will pop you on hold"
"Alright, I will see if she is available"
How to Lose Business Effortlessly
My 22-year-old took a three-week break from her work as a flight attendant recently. She desired to check herself into a short-term health retreat.
Being her mother, I was thrilled to hear that she had invested her own money at such a young age.when we are talking about over $2000, who would take such good care of themselves?
Nevertheless, we discussed her alternatives, and she chose a renowned retreat in Queensland (where else?). Tia, my daughter, received cold treatment both times she spoke with the salesperson and receptionist. The lack of enthusiasm and helpfulness from the staff was rather disappointing.
Although Tia had never attended the retreat, she got the idea that it was unprofessional and incredibly disorganized. If this is how they handle prospective clients, she wondered what the real experience would be like.
She ultimately made the decision to attend Camp Eden, which my spouse and I had already attended. She was respected and made to feel unique when she made her inquiries and, eventually, her reservation.
She called me to express how much she had loved the retreat after spending the last five days there.
Who Takes Your Phone Call?
An outsider's perception of your organization is automatically formed by the person who answers the phone. Thus, what message is being sent to the world by your phone answerer/answerers, receptionist, or Director of First Impressions?
You can have polished salespeople who drive nice vehicles and have flashy offices, and you can have the glossiest brochures, presentation kits, business cards, and other materials, but if your outward appearance is not supported by a professional image in the workplace, you risk losing credibility and even business.
Because of how the receptionist treated me, I have occasionally spent my money somewhere else.
Who is at fault here?
Is it your people's fault? No. The business's manager or owner is ultimately responsible. They frequently neglect to spend time and resources in their most valuable asset—their employees—because they are too busy tending to the customer service aspect of the company.
These are a few easy, yet highly powerful, ways to improve the appearance of your phone.
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