Running your own business can mean that at times you are left stretched pretty thin and sometimes the most vital things that will allow your business to grow are forgotten.
By nurturing your customer relationships from the very beginning you will expand your customer base. Each Friday over the next four weeks we are focusing on giving potential customers the attention they deserve when they first contact you.
Customers contacting you when it isn’t “convenient”:
Imagine this…
Its a busy Friday afternoon and you have three jobs and two of your lads have called in sick. The phone rings it’s a confused customer asking about whether they should buy winter tyres for their vehicle and clearly needs some help. What do you do:
a) Say sorry but you are too busy and fob them off
b) Neglect the customers that are already waiting and spend the time on the phone with the customer
c) Take the customers name and number and arrange a time to call them back
For the best outcome the answer is C. But in the heat of the moment many people will go with the answer A – simply because it appears that it is the time saving answer.
The key is to keep calm, take a step back and put yourself in your customers position. Imagine you are a customer in need of advice…be considerate to your customers needs.
Remember… The most powerful and cheapest form of marketing is word of mouth and recommendations which only comes from happy customers.
The key is to be transparent with your customers and tell them that you are understaffed today but that you would be more than happy to discuss all options by calling them back later at a time that is convenient for them. Be proud of your motoring knowledge and be happy to share it.
TyreQuote.com
Connecting independent garages to local online retail customers