Answer the Question Please – A Lesson in Customer Service

Businesses that employ a receptionist, or any other position with similar responsibilities, where that person is the first to be connected with your customers or potential clients, I ask YOU this question: Do you train this person on phone etiquette or are you throwing caution to the wind?

questionOne of my BIGGEST pet peeves is to call a business, ask the person who answers the phone a question that results in their immediately transferring me rather than…answering the question. Let me give you an example that just happened to me, yet again for the millionth time:

Them: (answering the phone) “ABC Fictional Company, how can I help you?” [great start]

Me: “Hi! Can you tell me if Dan is in the office today?” [note, this is a question]

Them: [no response at all, I just simply get put on hold, transferred, who knows]

Next thing I know, I am now listening to Dan’s voice mail, which of course is what I wanted to avoid. You see I left a voice mail for Dan 2 days ago needing some very time sensitive information emailed to me to meet a deadline for a client. If I wanted his voice mail, I would have just asked to be transferred to Dan.

Me: [pressing "0" to get back to the operator]

Them: “Can I help you?”

Me: “Yes, I asked if Dan was in the office today and was transferred to his voice mail. Can you tell me if he is actually in the office today?”

Them: “I’m sorry, Dan is out of the office today. Would you like his voice mail?”

I’ll stop the conversation there because it didn’t get any better. The point is that I run into this ALL the time. I ask if someone is in or I’ll call to ask who I would talk to about putting my widgets ad in their publication (this is made up of course). But instead of answer the question and giving me the name and possibly direct number to the person who is responsible for widget ads, they just transfer you and you have no idea whether or not you were transferred to the correct person or not. Trust me, I’ve had people call me back and tell me they are the janitor and have nothing to do with the widget ads. [Ok, I might be exaggerating a bit as I've never had a janitor call me back]

So I ask you. Are you training and monitoring your receptionist/operator to make sure they are not irritating your clients…all the way to your competition? Believe it or not, many employers think a receptionist position is very entry level and does not require any skills other than a voice. This is the very first person anyone contacting your business connects with. And believe me first impressions are everything.

A New (Unofficial) Arrival, Broken Promises, and Getting the Help You Need

I would like to welcome our newest addition to the Signature Worx team. Mackenzie Calin McVicker, who is no longer “in the worx”, was born on Monday, March 30th at 3:20 pm weighing in at 7 lbs. 15 oz and measuring 20 1/2 inches long. She is doing fabulous…other than not letting her mommy get much sleep. Mackenzie enjoys instrumental lullabies and long strolls in the neighborhood.

img_2922Here’s a picture of her…isn’t she just the cutest thing? Of course I am a little partial, so just agree with this new again mommy please! I live on coffee these days. In fact there is very little food because I simply forget to eat! Of course I never forget to feed Mackenzie which explains the pudgy little cheeks!

I would have posted one of the professional photos that were taken of her at the hospital, but unfortunately I don’t have any. Yes, my baby is 7 weeks old today and I still don’t have her photos, nor do I have her birth announcements. I just don’t feel like it is official until a birth announcement has been sent you know?

So this is the story of the seemingly overworked, over exhausted and over extended photographer. After not receiving my proofs in the hospital the next day as promised, it took me two weeks to even get her on the phone after leaving multiple voicemails and emails. She was nice, apologetic, and even threw in a few extras to my order for my trouble. She also went beyond that and said she would rush my order and I would have it in about a week as opposed to her normal 4-6 week turnaround time.

Unfortunately it is 5 weeks later and I still have NO photos or birth announcements! I called and emailed her a week ago and finally got a response from her yesterday, via email, but have to say that I’m not totally satisfied with her explanation. I hate to think the worst of people, but in this case I believe I’ve been patient enough. She responded that ’someone’ mailed my photos to me, but that apparently I did not receive them. So she said she will reorder them and they will be back this week.

So, first of all if I actually do receive my order this week, I’ll probably be a little shocked. Ecstatic, but nevertheless shocked. Why? Because it becomes difficult to believe someone when you are consistently promised something that never gets delivered. And when you were promised a rush before and not only didn’t receive it, but didn’t even receive a follow-up or anything, it just becomes even more difficult to trust them. Read more

Google Feeds Gone Wild?

I’ve probably mentioned several times how much I love Aweber. Nothing has changed, but this last week I was shocked to see my blog broadcast, that is released to my subscribers every Tuesday through Aweber, was…well a little off. One of my good friends, and subscribers, forwarded the broadcast to me asking, “What the heck?”

Well it didn’t take me long to see exactly what she was referring to. Seems instead of sending only the last week’s new posts, it included a slew of older posts from December…ten of them to be exact. I’m sure my other subscribers were just as confused and wondered why on earth I would send these old posts from last year.

Racking my brain, I couldn’t figure out why this would happen all of a sudden. I hadn’t changed any of those blog posts, I hadn’t changed my blog broadcast in Aweber, so what happened?

I immediately put in a support ticket to Aweber to see if they could help figure this problem it out. After investigating my problem, their reply alluded that it looked as though my RSS feed had changed. Well it only took me a few seconds to realize they may actually be right. Just the week before I had logged into my FeedBurner account, only to be met with the following message:

feedburner

Now, this was a little weird. First of all I have never received any communication via email or otherwise that Google had acquired FeedBurner. Second, there was absolutely no information on this page, just an ultimatum basically, to move my feeds to a Google account.

This is not exactly the right way to go about doing things, Google. I mean I’m a pretty big fan of Google, and use many of their applications, but the least they could have done is give someone a head’s up on what is going on and about to happen, especially on something that is this sensitive to my business and can potentially affect my subscribers.

So I go through the seemingly quick process of moving my feeds – I mean I have no choice in the matter after all. There is no work around here, no way to view my feed information, no way to access my actual FeedBurner account, until I go through the process of moving them to my Google account…and all seems well.

Until of course my blog broadcast goes out the following Tuesday with ten old blog posts from December, most of which were a series from my 12 Days of Christmas Giveaway promotion. How could Google be so careless to allow this to happen? I mean Google isn’t exactly a Mickey Mouse setup…they are Google for heaven’s sake.

So to my subscribers, I do apologize for the hiccup of last Tuesday and hope that you didn’t miss the actual new posts that included Freebie Friday – Douglas Vitkauskas Fonts and Creative Spotlight: Wee Walk for Clyde’s Hope. As for Google, well, I hope they have fixed the problem for others by now instead of letting everyone fend for themselves in a situation that we had no say so over.

Giving Your Campaigns a Dry Run

wrongwayThis entry to my blog is probably more of a rant than anything, but I just can’t help pointing out the multitude of mistakes made by this organization. This isn’t a large organization, but a local one that seriously did not think through their campaign, nor did they go through the process themselves or they clearly would have known there is a BIG problem.

A few weeks ago I received a flyer for our local athletic association through my daughter’s preschool. They handle all the local county baseball and softball leagues for children. The flyer included the type of sport, age divisions and registration fee for each one, along with their website address. Note there is no phone number listed on the flyer which is a huge mistake as they may be missing out on potential registrants who do not have access to the Internet.

So, as I usually do, I head on over to the website to get more information. Our daughter will be 4 years old in a couple of months so we thought it would be good to get her started with T-ball for that age group. I mean who can resist a bunch of 4 year olds running amuck on the field learning the basics of baseball? I can totally picture her out there on the field while hubby and I are cheering her on in the stands!

The website is not professionally done, but initially it looks to serve the purpose of providing information. It is after all a volunteer organization that relies on donations and registration fees to support them. I proceed to search for more information on T-ball, things such as: 1) what date do they start?, 2) how many times a week do they practice and/or play?, 3) what time does practice and game time begin?, 4) how long does the season last?, etc. All of these are valid questions I believe. Read more

12 Days of Christmas Giveaway – Day 2

Do you struggle with follow up?

Are you unsure of which method you should be using to follow up with your potential client?

Are you afraid of following up with prospects because you don’t know what to say?

Do you think you’ll be seen as a nag if you contact someone too often?

If you answered yes to any or all of these questions then today’s giveaway is for you! We are giving away a copy of The Art of Follow Up, written by Jaime Lee Mann, for day two of our 12 Days of Christmas Giveaway.

The Art of Follow Up was written for virtual assistants, but the book’s concept applies to any business owner who struggles with following up with clients and potential new customers.

The Art of Follow Up also includes:

The Prize

One (1) complimentary copy of The Art of Follow Up eBook.

Value: $24.95

To Enter

To Earn Bonus Entries

Important: For additional entries, leave a separate comment for each one that you do.

This giveaway ends December 12th at 11:59 CST. One (1) winner will be chosen by the Sequence Generator at Random.org on December 13, 2008. The winners will be notified via email and/or twitter (if provided) and will have 72 hours to respond. If you do not respond a new winner will be chosen.

Good luck!

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