What does your customer hear when they call your company and are put on hold? If it’s music, do all your customers like it? If there is nothing, just silence, well that is less than exciting. Perhaps you hook them into your local radio station. Wow, watch out for this one. You have no idea what they are listening to including advertisements from your competition. There is a better way.
Consider installing a
professional on-hold system. You can get the equipment, have the content
professionally written and recorded, and have the music of your choice in the
background for about $450 a year. A professional system tells the caller you
are a professional company, even if you are a one-man operation. Be sure your
script includes a summary of what you offer. Perhaps your message is about the
value of an Annual Maintenance Agreement.
I don’t care if the phone
hasn’t rung for 3 hours, put the caller on hold for about 15 seconds, no more.
You know what they are listening to. Then pick up the phone, apologize for
having to put them on hold, and ask them something like “Hello Mr./Mrs. Jones.
Thanks you for calling. I am sorry you were put on hold. By the way, did you
know we offer annual maintenance agreements for your equipment?” You know what
the customer just heard so off you go, perhaps to the sale of a maintenance
This, and other tips, are
shared during our three-day “Basic Business Boot Camp”. For more information clickhttp://www.grandyassociates.com/bbb
Tom Grandy is president of
Grandy & Associates.
Professional On-Hold System Will Increase Sales
By Tom Grandy
Tom Grandy & Associates provides training to the HVAC contractor community. During Grandy’s three-day Basic Business Boot Camps, dozens of tax-saving tips are revealed, and each attendee also receives the accountant-lawyer’s full two-hour tax-saving presentation on CDs. Check the schedule of dates and locations at www.grandyassociates.com.