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I have been in the same direct sales business for over 23 years, and always strive to be innovative and aware of the current trends in my marketing and mentoring others. Lately, I have noticed a trend that has been troubling me that I would like some input from my readers in other home businesses.
One of the other business owners in my local chapter of BNI says in his 30 second commercial, “when you call my office, I call you back”. That confirms what I have been observing in the past few years. Many people feel absolutely NO OBLIGATION to return anyone’s telephone calls or emails. This was always considered to me to be a simple issue of good manners to return phone calls. What is the point of a voice mail, if not to give you the opportunity to return a phone call?
A big portion of my income is a result of using the telephone to do follow up. I need to check in with my customers for reorders, book update appointments, mentor existing beauty consultants, and do team building. I have noticed a huge decline in the percentage of people who return my calls that I already have a business relationship with through the years. When I am training new consultants, and this happens to them, they take it personal and just “assume” that there is no interest. That is not true most of the time. We need to fing a work around this without become a telephone stalker!
I have done an experiment recently where I did NOT leave a message when I did those phone calls. Since most people now have caller ID, I found that their curiosity caused a higher percentage to return my call. Interesting! When I do talk to them, I ask what is the best way to contact them. Many prefer email, text message, or even twitter and facebook to stay in touch. That is okay, as long as we understand what our clients want.
I don’t understand why a business owner of any type, or size would not promptly return phone calls. Is telephone etiquette no longer in existence? I know that we, as business owners get lots of solicitation calls. and at times, it is difficult to differenciate between those and potential customers. In my opinion, the credibility of your business lies in taking the time to either personally return phone calls, or delegate it. It’s that simple.
What do you think? Are you a consumer or a business owner, or both? How do you feel about the telephone. I would really like to know.
