Kathy Ennis, LittlePiggy
These top ten tips are not rocket science, but they will put a rocket in your profit and make 2022 a truly sensational year for you and your business.
Top tip 4 is about being responsive to your customers (and to others making enquiries) because phone calls, emails and messages must be answered if you want to increase sales and engagement.
Being Responsive Doesn’t Mean 24/7
Being responsive does not mean that you have to be glued to your phone, mobile, tablet, laptop etc. waiting for the phone to ring, an email to ping into your Inbox or a notification from WhatsApp or Messenger.
So how do you manage it? Here are some ideas.
Messages Must be Answered: Not Immediately, but Quickly
Set yourself a ‘standard’ such as replies within 24 hours. Consider how you will maintain this standard when you will not be available for longer periods of time, for example, when you are on holiday.
Have a Short, Clear Message
Using the same message on both your mobile and on messaging services such as Messenger and WhatsApp is a good idea (for consistency).
Keep to the basics – “My name is ..; thanks for phoning (contacting); your call (message) is important to me. Please leave a short message with your name and contact number”.
Some messages include “email me on”, “visit my website at”.
Honestly? Too much and too long. They won’t remember any of it.
Consider What to Include in an Out of Office
If you are in a larger organisation and you have colleagues that can answer for you while you are away then an Out of Office email or voicemail that gives the person on the other end of the line or keyboard the contact details of your colleague is really helpful.
But what about the standard Out of Office in a one-person business?
The “I will respond within 24 hours” message.
Personally, I don’t like them. Why? Because they can set unrealistic expectations. For example, enquiries coming through on a Saturday – will you get back to them on Sunday?
Maybe, Maybe not.
Finally on this one – if you put out special information while you are away – please, please, please remember to change the content when you return.
It doesn’t sound good if a caller hears or reads a message telling them you are away in July if they are making the phone call in September (it happens!)
Keep in Contact Regularly
Follow-up is essential, but so is regular contact.
Allow your customers – and potential customers – to get to know you. Encourage them to connect with you via social media and definitely consider email marketing as it reaches the parts social media alone cannot reach.
Ask if you can place them on your mailing list.
Don’t just pop people on your mailing list. Ask them if it is OK. And then make sure you use the list to keep in touch.
On this one, you must give people the opportunity to unsubscribe from your list. Please don’t be upset if they do; we all do it!
Next Steps?
If you’re unsure about how to implement any of the suggestions I have made in this article, why not take advantage of my free, half-hour mentoring session?
What have you got to lose?
