You may think I am talking about advertising or social media. You may even think I am talking about customer service.
While all of these are extremely important aspects of your business, there is one area that is often overlooked. I am talking about you initial communication with your client.
Usually that is by telephone, though nowadays it could be text or chat also. Let's talk about the telephone first to see what may be happening.
"You never get a second chance to make a good first impression!" said Mom
Boy was she right about that! So who is answering your phone and how are they answering it?
A lot of small business owners are using their personal cell phone for their business. There is absolutely nothing wrong with that. That is as long as you follow a few simple rules:
Always answer with a professional greeting
Act as if every person calling is calling to buy your services. Use you name and ask how you can help the caller.
Watch your tone of voice
If you are irritated or feel like you are being interrupted when you pick up the phone that will come across. A good rule of thumb is if the above is true do not answer the phone. Let it go to VM and call the person back after you have listened to the call and have composed yourself. Make sure you call back as soon as possible. People often become desperate and move on to the next listing.
Have a professional recording
Answer only when you can give your undivided attention to the caller. Record your greeting in a quiet place. Make sure there are no crying babies or dogs barking or any other distracting noises in the background. If your recording is professional and you call the person back in a reasonable time-frame you will create a good first impression.