In the ever-evolving drive to figure out how to get your message out to the masses, one thing stays the same: Connectivity. Connecting to your client is the easier part, while keeping them is the hardest part. With all the time, talent and money that go into making first contact, it’s amazing how many companies neglect follow-through.
A study done in 2011 suggests that customers tell almost twice as many of their friends, family and acquaintances about a bad customer service experience than they would about a good one. Sometimes “bad service” is expressed by an actual negative confrontation or product defect, while other times it could be as simple as the company not being available. That’s right, not picking up the phone will get just as bad of a negative review than producing a shoddy product.
One way to remedy and decrease the chances of having your business’s reputation tattered is to put extra attention into your hours of availability. Most consumers will give you one chance, but beyond that, they will usually move on to the next guy. This doesn’t mean keeping your doors open 24/7, but it does mean getting back to your customers in a timely manner. Something as simple as answering an email within 24 hours is enough to keep your customer happy. Being available is the best thing you can do. Staying aware of your customers’ opinions will help you better anticipate what the market is looking for and allow you to be ahead of the problems, rather than spending your precious time and money to catch up. Being proactive is never a bad attribute, especially when you are in business.
Hiring a call center, like TeleDirect during your off hours is also a great way to make sure you don’t lose touch with your customer. Call centers are much more affordable than you’d think and are well worth the piece of mind. Losing business just because of a missed phone call is a frustrating reality that every business fears. Any edge over your competitor can cause a one-time customer to become a life-long supporter and advertiser for your business.