Do you hate to talk to customers? I’ll never forget an email newsletter I received about a year ago from someone I had just purchased a not-so-cheap product from.
The entire topic of the newsletter was about how much that person hated talking to customers on the phone and it detailed all the steps an online business could take to avoid the voice to voice interaction.
I was aghast! That person was talking about me — his customer — and several hundred other people who had respected him enough to make a purchase. Although I believe he was well intentioned, it sure came out the wrong way.
Dealing with customers is a fact of life if you own a business. Get over it. You don’t have a business if you don’t have customers. They’re the ones who make your cash flow. Never forget that.
But customers can eat up your precious time and keep you from doing the necessary tasks to grow your business. That’s not a good thing. So what you need to do is serve them without putting them off. Here are a few ideas.
- Create a FAQ (Frequently Asked Questions) — This could be a page on your website where you detail common questions asked by customers along with the answer. Most people will search for an answer before picking up the phone.
- Use a Live Help program — There are a variety of live help programs you can install on your website so the customer can zip you off a question online. Just make sure you are available to take questions. There’s nothing worse than a website that has a live help option installed with no one available (ever).
- Use a Phone Routing System — On your business phone, set up separate voice mail options for the most common questions. Just make sure you don’t send your customers to voice mail jail.
What about you? Do you use a technique to help manage your customers? Share it with us by leaving a comment.