More Mistakes We Make on the Phone

Using music when you put people on hold

If you can avoid it, don't put people on hold. But if you have to put people on hold, then use that time & market to your callers. This is not time to be cheap, use a professional company like VariVoice to create & record...

A message that explains your unique expertise.
A message that sells the benefits of a service that you offer a special on.
A special message that offers them a free gift or discount when they make a referral.
A “10 things you should know before you...” message that points out all the benefits you offer over your competitors.

You can find out more about VariVoice at http://www.varivoice.com


Not telling your callers what to expect

Sometimes people forget that everyone in the world does NOT know how you do business.

You do the same thing everyday so its second nature to you & your staff, but its all new to the first time caller.

Explain in detail what you do & what they can expect & your callers will be relaxed & confident. If you offer a free appointment or free initial consultation, just explaining to people what you plan to discuss & that there will not be a hard sell will drastically improve the number of people that show up for their appointments.

Tell them what to bring, how to get there & where to park. Letting them know what they can expect & what you expect sets you apart as a professional among a field filled with amateurs!

You can do this online too! Perry Marshall has a page on his website where he sells his 'Definitive Guide to Google Adwords' ebook, audio seminar & DVD. He actually lists all the steps of the ordering process so people know what's going to happen before they order!



Not figuring out the problems of your callers

Your callers want something. They call you to solve a problem to make a pain go away. In spite of the fact that you help a dozen other people solve the exact same problem every day, each caller thinks their problem is 'special' and unique to them.

Show sincere personal interest in each person you speak to on the phone. Treating your callers like the individuals they are and taking time to figure out what their real problem is will help you to create a customer for life.


Not having a call to action

Every time you or a staff member talks to someone on the phone you must give them a definite call to action. People need your help. Tell them what the next step is to get their problem solved. It could be:

Buying your product or a combination of products
Booking an appointment or a series of appointments
Getting a referral to another business that can help them better j

Just don't leave them hanging, people need your help. Tell them what you think they need to do & help them make it happen.


Next week I'll talk about the biggest mistake we make on the phone!