The
Importance of Returning Calls
Very early in
my career, during my very first job out of college, I remember an
incident that took place when I went out on a sales
call with one of my company’s senior account managers. When
the account manager introduced my to the customer, the customer
made a comment that stuck with me for years.
“I like _____________.
He always returns my calls.”
Can you imagine?
The
customer didn’t point out the account manager’s great personality
or product knowledge. The customer pointed out that the account
manager always took the time to return
her calls…and did so in a timely manner, I might add.
Why was this
so important to the customer?
First off, there are far too many people out there that don’t take
the time to return calls. This may be due to fear of talking
to clients, too much work or even sheer laziness. No matter
the excuse, the message sent to a prospect or a customer is, “I
don’t have time to talk to you” or “your call isn’t important to
me.” Wouldn’t you rather let
your client know, “I will take
the time to speak with you, even if it means putting off other
projects” or “I care about what you have to say and want to get
back to you promptly.”?
We make it a
simple rule to return
calls within twenty-four hours, sooner if possible. Why? Just
as we’ve said that having a sense
of urgency is important, a lot of things can change during that
time period.
- A
client may want to place an order… but may change
their mind and decide to not place an order if they wait too
long.
- A
customer may have a shipment that has not arrived and desperately
needs to be there to meet a particular requirement.
- A client
may have a last need that must be filled in order to consider
your proposal over a competitor’s proposal.
There are all
kinds of situations that can come up and all types of negative
consequences. Ultimately, not returning calls in a timely manner
can lead to hurt feelings, damaged relationships, lost
opportunities and more. In today’s computer-driven age, customers
have shorter attention spans and less patience. By not returning
calls quickly, you only hurt yourself.
The next time
you walk into your office and see that red “voice mail” light blinking,
take the time to pick up the phone, write
down your messages and return those calls. You’ll be keeping
yourself fresh in the customer’s mind, helping to strengthen
relationships and ensuring that you’re on top of any new opportunities
that might come your way.
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