Those of us of a certain age will remember BT’s “It’s good to talk” adverts.
And in business, the telephone it great tool. But it’s one that’s becoming more and more poorly used as people hide behind email and focus everything on social media, because that’s the BIG thing.
So I’m going to tell you the tale of how an organisation dealt with a recent enquiry
Are we sitting comfortably? Then I’ll begin
The Good Business
I needed a skip. I’ve got a garden shed that’s on its last legs and a lot of rubbish that’s too big for the big. A skip is just the thing. I’ve had a skip before and the company was very reliable so they are the first people I call.
Alas the size I want isn’t available. But the person at the other end of the phone looks through her books and thinks she should have coming back in in time. So she says she’ll call some of her customers and call be back by the end of the day.
Now I normally hate it when businesses say they’ll call be back because, as I’m sure you have experienced, so often then don’t and then you are left wondering do they want my business, have they forgotten about me, did they write the phone number down incorrectly etc.
However, as promised, at about 4.50 she called back to say she hadn’t been able to get hold of anyone but had left messages and expected to hear back when people got home from work. I was really pleased she called to let me know what was happening, even if there was no positive news yet. I knew I hadn’t been forgotten!
She then promised to call be back the next day.
And she did. And she had the size I wanted and could deliver it when I wanted.
It’s not too difficult to see how her use of the phone got her my business. She kept me informed as to what was going her and I felt I was valued. If I hadn’t had that phone call that said she hadn’t any news, I most likely would have picked up the phone to another company and they’d been the kudos in this story. So it’s a big thumbs up to Cooks Skip Hire of Colchester.
What are you like on the phone? Do you use it well, or hide behind email? People are frequently surprised when I call rather than email but then pleasantly surprised at how much can be achieved in a 10 minute call instead of a day of emails going back and forward. It saves so much time! Try it