I'm sitting here with two phone lines on speaker phone. One is waiting for the rocket scientists at Quick Books. The message said a four- minute wait, but I'm going on ten. The other is with PNC Bank; I've got a simple customer service question, and that line is at twenty-five minutes. I know I'm lost in the black hole of telecommunications. Since I've got other things to do, the phones are just sitting while I'm working. I'm curious to see how long it's going to take.
So, here's the point to my rant this morning:
- Don't make your clients wait for you on hold. If you can't talk to them when they call, at least let them know you'll do your best to get right back to them.
- Return your calls promptly. It's fine if you're unavailable, but get back to people as quickly as you can when time allows.
- Stop thinking that giving a client music to listen to while waiting is enhancing their experience! Even more infuriating is a message that tells you over and over again how important your business is!
This post this morning is short, and I guess not-so-sweet on this gorgeous Saturday morning in Florida. I just wanted to plant the seed for you to think about the level of service you're trying to provide.
Wishing everybody a terrific weekend. If you're a wedding or event photographer and you're working today - wishing you nothing but "wow" moments and images that make your clients beg for more!