First impressions are everything. In the internet age, when people are looking for a particular service, a quick Google search will return millions of hits that relate to that field. With our service, we try to ensure your business is at the top of these searches, but once that call rolls in closing that lead is up to you.
The first, and probably most obvious, solution is to simply make it a priority to answer every single call that comes your way. When a customer is looking for a service online, they’ve already decided this is something they need, so they will likely be an easy sell.
When business is booming, it’s understandable that it will be more difficult to get to each and every call, but that doesn’t mean your potential clients should have to suffer in the mean time. So what can you do to ensure your missed calls are limited?
Set Up Your Voicemail
It sounds like a no-brainer, but you’d be surprised at how many businesses switch on their cell phone’s voicemail feature and don’t bother to change the outgoing message. If a client expects to reach your business and are greeted with that robot saying “You have reached (555) 555-5555,” they are likely to think they have an incorrect phone number, hang up, and move onto the next business in their search results.
Instead, take the extra few minutes to set a quick, informational, and impactful outgoing message. Need some ideas?
Start by telling the customer they’ve reached your business — not just your cell phone. Follow that up with setting a reasonable expectation on when they can hear back from you. Keep in mind that most customers are willing to wait for good service, but don’t wait too long to call them back as they will generally move on after 48 hours. Give a brief indication of the vital information you need to get in touch. Finish up by thanking them for calling and considering using your service.
“You’ve reached Contractor Marketing Pros. We aren’t available to take your call right now, but if you leave your name and contact number, we’ll get back to you within 24-48 hours. Thanks again for choosing Contractor Marketing Pros, and we look forward to speaking with you soon!”
Don’t forget to put on your friendly voice! It’s important for your potential client to know you value their time and want their business!
Hire an Answering Service or Receptionist
If you find you’re missing a large amount of calls on a regular basis, it may be time to take on a receptionist or hire an outside answering service. Having the customer speak to a real human upon their first contact increases the likelihood they’ll decide to go with your company. It’s estimated that customers that speak with you have a 60-70% close rate! Think of all that potential revenue!
If you decide to go this route, make sure the receptionist or answering service is familiar with your business or has quick access to information so they can answer questions accurately. Not only will this help secure consultations or appointments, it will also help you avoid wasting time contacting a customer who may not have really needed the type of services you offer!
Perfect Your Phone Greeting
Once you’re set up to answer as many calls as possible, make sure your customers feel welcome and invited when they reach you. A good flow is to thank them for calling and ask how you can help. Make sure to use your business’s exact name in this greeting. Not only does it assure the customer they’ve ended up in the right place, it strengthens that brand recognition you need to help you build a large customer base!
“Thanks for contacting Contractor Marketing Pros! This is Stevie. How can I help you today?”
Adding your name personalizes the interaction and is a great start to building a lasting relationship with your new customer!
Etiquette is Everything
It goes without saying that you should always remain pleasant towards your customer, but there are a few other things you can do to ensure a successful phone call that is stress free for both you and your client!
- Maintain focus on your customer on the phone.
- Be friendly and personable!
- Speak clearly.
- Limit background noises.
- Say please and thank you! Basic manners go a long way with customers! Remember, people may forget what you’ve said, but they’ll remember how you made them feel!
The money is out there and people are actively searching for your help! Now just implement some of these great practices to ensure those customers are able to reach you and watch your revenue soar!
Have you found a way to deal with the struggle of answering calls? Share in the comments below!