We teach FSN clients that you should take every sales and marketing opportunity, even the ones that aren’t obvious. For example, how seriously do you take your mobile or office message? Not very? Then you will be missing out on sales.
Firstly, the trick is to reduce the chances of anyone even hearing your message. Ideally they should get a representative of your franchise business or they should get YOU! Call handling services like AlldayPA and Miss Moneypenny are very reasonably priced and mean that a real person can answer the calls even out of hours. Or try a local virtual PA/VA.
But, if clients do get your voicemail or landline message, make sure it is cheery, confirms they have got the right company (people don’t leave messages if they are not sure they have got the right line) and invites them to leave a message, then manages their expectations of a response. We cover this in more detail in our seminars, but you get the general idea.
And, importantly, if you are not contactable for a day or on holiday for a week, tell the caller. And let them know of alternative points of contact, refer them to the web site or tell them when someone will be able to get back to them. DO NOT tell them to call back – that is just poor customer service.
Hopefully you are able to insert hold messages onto your phone system or mobile voicemail (if it is a work-only mobile). Then take the opportunity to record a message that tells callers about your various services. And change it regularly. You will be amazed at how many people ask about what they heard when they get through.
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