Missing a call may seem harmless at first.
“I’ll call them back later in the day,” is a typical thought that runs through a small business owner’s mind. You’re busy and can’t get to the phone right that second.
Here’s the problem:
In a recent Forbes study, they found that 80% of callers who reach a voicemail, hang up and never call again. This comes from the feeling that no one will call them back.
This holds true considering that 30% of voicemails give a three day turn around time to get a call back.
What’s surprising is that 20% of business owners don’t check their voicemail within a reasonable time span.
Not only are you turning away potential clients, but you are also frustrating your current clients. Exceptional customer service is about strong communication between your company and the callers. This doesn’t necessarily mean that you have to be sitting around waiting to answer everyone’s calls, but the fact that you have a live voice changes a caller’s perspective.
Missing a call ruins your reputation because callers feel like you do not care or have enough time for them. A client does not turn into your brand ambassador if they don’t feel like you’ve made a connection with them. When constantly getting a voicemail, it weakens their trust with your company because you’re missing that personal touch.
Callers Will Happily Take Their Questions, Concerns, And Business To Your Competitor.
This is especially true now with the Digital Era. I hate to say it, but it is extremely easy to replace many companies. All callers have to do is go online and start a new Google search until they get someone live on the phone.
It doesn’t have to be your voice that they hear, even if a receptionist answers it communicates to the caller that they will be helped. It makes a caller feel like there is someone who knows about their situation and will communicate that to the lawyer, insurance agent, owner, technician, etc.
