Let’s imagine a call is booked with your company, but the customer calls in to cancel. What happens next? Do your customer service representatives (CSRs) simply say, “OK, thanks”?
What happens to those lost opportunities? Do you ask questions as to why the customer cancelled? Did they get their problem or need addressed? Do you offer to reschedule them right then and there? If these questions have you scratching your head, it’s time to revamp some of your processes.
Every successful company should have a plan for following up on lost opportunities along with missed opportunities. Anything we track tends to improve, because that is what we focus on. I would ask you to start tracking the number of cancelled calls along with the reasons why. This will help you identify areas of improvement within your company. These lost or missed opportunities could be due a staffing issue, lack of value built, timing, etc. You simply don’t know what you don’t know.
What about calls that are not booked? Are you just letting these calls slip away, along with the possibility of added revenue? I would suggest having someone in your office call each and every customer on that list before leaving your office the same day. I like the buddy system, in which a CSR who doesn’t book a call has someone they can give the customer’s information to. That second person will then call that customer back and attempt to book the call. Sometimes this simple practice will be enough to book the call. However, more importantly, before the CSRs leave for the end of the day, call back each and every customer who wasn’t booked and simply ask if they got their problem taken care of. The call would look something like this:
“Mrs. Customer, hello; this is Tracy from XYZ Company. You called earlier regarding your air conditioning unit. I was simply calling to make sure you were able to get that problem all fixed up. I still have availability for Monday or Tuesday, and I would love to have the opportunity to earn your business.”
This simple call speaks volumes to customers. It shows them that you care, especially for following up with them when they already told you they found someone who could get there sooner or that was cheaper. Even if they have already had the problem fixed, they still walk away feeling valued. You will have left a lasting impression on them, which they may share with others needing service. They may also call you for future needs or wants. The premise behind this call is that you have made a customer feel like more than a number or dollar amount.
This going above and beyond is what truly sets the successful companies apart from the mediocre companies. Check back on this blog for more great ideas!
