Failing to capture your callers contact info
A database of your clients and prospects is the most valuable asset you own. You might say that the real business you are in is the creation of a database filled with people you can market to.
If your business location burned down you could be up & running in no time with a database of clients & prospects that you can tell where your business has relocated to (You might even be able to generate quick income by having a 'Fire Sale'!).
Without a database its going to be very expensive to advertize a new location a& get new customers. But every time you add another name to your database you have increased the value of your businesses most precious asset, its customers.
Not getting the contact information of your callers is worse than letting a fortune slip from between your fingers. Its like throwing away money!
You've paid good money to advertize your phone number & that cash was wasted if you don't get the contact information of your callers. You also lose the lifetime value of that customer or client & you miss out on all their referrals too.
You must capture the contact information of all your callers.
Not using a phone script
Why reinvent the wheel every time you or someone who works for you answers the phone?
Put together a script of what to say any time you or your employees answer the phone. Create a list of how to answer the most common questions & how to overcome the most frequent objections.
My good friend Che Brown is a master of creating & using scripts. His web site is http://www.partnerslearning.com
Never testing different scripts
So you've created a great script! Can you improve it? Why not try by testing...
- a different greeting when you answer the phone
- a different phrase or set of wording against another
- a different call to action (there's more on that next week)
Failing to describe what makes you special or unique
Why should people do business with you? You have to tell them... you can't expect people to take the time to figure it out for themselves!
If callers hear repeatedly what you can do for them that nobody else can, they will know exactly why they are coming to you and not somebody else.
When they are talking to their friends, family & business associates they can describe what you do perfectly because your script quickly articulates it over and over again every time they call.
These are just a few mistakes many of us make on the phone. Look out for another set late next week!
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