When did you last phone a business, get no answer and immediately try somewhere else?
Probably more recently than you think.
We live in an age of websites, email, online booking, social media and instant messaging, but the telephone remains vital. And there’s a reason for that.
Someone who picks up the phone often wants something NOW.
They may want a quotation, need to make an appointment, have a question before placing an order or simply want reassurance that they’ve found the right company. In other words, they’re not casually browsing. They could be very close to becoming a customer.
That’s what makes an unanswered phone potentially expensive.
The problem is particularly acute for smaller businesses. If you’re a tradesperson, consultant, professional practice or growing company, answering the telephone isn’t necessarily your job – but looking after the person calling certainly is.
You can’t stop halfway through a meeting every time the phone rings. You can’t answer while you’re driving. And constantly breaking off from the task in front of you isn’t particularly productive either.
Voicemail seems the obvious answer, but think about your own behaviour. If you’re looking for a plumber, solicitor, garage or any other service and get voicemail, do you always leave a message?
Or do you try the next number?
That’s why businesses should perhaps start thinking about telephone calls differently. Rather than seeing answering the phone as an administrative task, think of it as part of ‘customer acquisition’.
You wouldn’t knowingly ignore an email from someone asking for a £2,000 quotation. An unanswered call could represent exactly the same opportunity.
At CATCH, we see the importance of that first conversation every day. Having a real person answer promptly and professionally can ensure an opportunity isn’t lost simply because you happen to be busy doing what you do best.
Technology has transformed the way customers find businesses.
But sometimes winning the business still comes down to something remarkably simple.
ANSWERING. THE. PHONE.