Losing Sales Without Customer Service!

By Debbie Nicholson, Think-to-INK! 
https://www.linkedin.com/in/debbie-nicholson-24a53627/

Dear printers, it's time to stop making it difficult for customers to contact us.

I recognize that our world has become digital, but almost to a fault—in my opinion. All I want is for someone to answer the phone and acknowledge my presence when I call a company for whatever reason.

Over the last several weeks, I have been trying to connect with specific individuals in printing companies. However, I am continuously shoved into a phone marathon, a process that is not only time-consuming but also frustrating.  First, I must listen closely because some of our menu items may have changed.  And, if you know your party's extension, you can enter it now.  Don’t forget…you can press 1 for our company directory and enter the first three digits of the person’s last name.  And then SILENCE!  Hello, is anyone there? This is a customer experience that needs to change.

If I am a prospective customer calling to determine if you can fulfill my printing needs and it is that difficult to talk to a live person, I’m moving on, frankly!

And while you believe you are saving money by not hiring live operators to engage with potential new and current customers personally…you are wrong! The companies that tried to get your attention are gone; you don’t know you lost them because you didn’t answer the phone. You can't afford this loss, and there’s no data for that!

Customer Service with Care isn’t a title; it’s an obligation to fulfill every minute of every day. It begins with the first voice customers hear… Customers want sincerity, kindness, and attention to detail.

To increase sales, you need to improve your Customer Service attitude!  When you have a second, call your phone system and see what prospects and customers go through to do business with you.  I dare you!

Making money in business is hard enough; make sure you’re not the problem!

I call it like I see it!