First contact....the MOST important step!

Hello, thank you for calling Acme backhoe, how can I help you? Okay so now what? You have taken the first and most important step of your business day. Once you answer the phone, now what? In my opinion you have just entered possible the most important part of your day. First contact of a potential new client. I always follow these steps when i talk to a potential new customer:

1) Create an atmosphere of efficiency and friendliness.

• Customers want to know that they can get their answers in an efficient manner so they can start the decision making process.
• They also need an environment that they can take their time, if need be, to get all of the information that they need to best get the job done. You never know, just because you took an extra 5 minutes on the phone, you might have just landed the best customer you have ever had.
  

2) Be informative but not to chatty

• Again this is about efficiency. The customer what to know if you can do the work the way they want it done. They aren't really interested in the weather there. A big key is to use talking queues to guide the conversation.
  

3) Make sure that you give the customer plenty of talk time.

• We can sometimes get exited about what we can do for a customer and forget to let them lead the conversation. Remember, Don't just listen waiting to say what you want to say next. Make sure that you HEAR the customer.

4) At the end of the call make take a moment to make that special connection.

• At the end of the call take a moment to maybe inform the customer how long you have been in business. Or let them know the territory that you cover. Possibly any special work that no one in you area can do. Make that personal connection at the end of the call so the customer sees you as real and they have that track record in their mind as the lasting impression.

5) After the call notes.

• Make sure that once the call is done that you take time to send a quick email or post card to them to thank them for considering your business. Also note the person that called and list them in your contacts so when they call back again you can pull up that business and start to use the persons name right away. It will make a huge impression on that customer when they call back in two days that you can immediately say..."Hey John it is sure is great to hear back from you!" You must make your company stand out form the rest and this is a small yet very effective way of accomplishing that task.

These are just a few of the tactics that can be used to make each and every call from a new customer something special. A way to create an impact o the most important asset to your company... your customers!

Until next time...