Why It’s Important To Return Every Phone Call

Return every phone call. That should be a mantra of every business owner. You know the old “when opportunity knocks” adage, right? Well, not returning your phone calls is no different than ignoring a knock at the door. Not only is it considered rude (read: damaging to your company’s reputation), but it practically ensures that you’ve missed out on a business opportunity.

Keep in mind that there’s a big difference between missing a call and not returning a message. Most business owners experience busy work days that don’t allow them to grab the phone every time it rings. The majority of consumers understand this. What they can’t understand, however, is the inability of a business owner to return a message within a 24 hour period.

Never let it be lost on you that consumers know they have options.

If you can’t return a call within a timely fashion, you can be assured that the person who called you has already called someone else. This is especially important information for sole proprietors. When you are the only person working for your business, you have no other choice but to return all of your missed phone calls yourself.

Here’s the bottom line: make time to return every call! “Every time you fail to return a call, you have missed an opportunity,” declares Patricia Pollack on BizJournals.com, “It may be an opportunity to strengthen a business contact or to reinforce your marketing image or even to close a sale. Manage your time more efficiently, and make the time to return calls.”

Don’t assume your customers will call back.

Pollack goes on to note that far too many business owners work with the idea that if a call is “really important”, the customer will call back. She stresses the fact that this is definitely the wrong attitude to have.

“If a reporter calls you to get information about your new product, and you fail to promptly return that call, that reporter is not going to call again,” she writes, “If a potential client calls you to discuss retaining your services and you fail to promptly return that call, that person is not going to call again.”

Play phone tag, if necessary.

Many business owners dread the idea of having to leave messages themselves. They figure that if they don’t get in touch with the individuals who called them, they’ll be leaving messages of their own. This is a process that can go on and on depending on the availability of both parties. It’s popularly referred to as “phone tag”. Pollack’s perspective on this: So what? Play the game! It only stands to garner your company some business.

She does, however, offer some advice to help keep phone tag games to a minimum. “When you return the call and have to leave a message, give the caller a day and time when you know you will be in the office and available to answer the phone,” Pollack advises, “Give them the option of communicating by e-mail if you know that it will be difficult to connect via telephone.”

Contact SIClytics to learn about how our Missed Call Notifications services can help you to never miss out on an opportunity to follow up on a missed call! Call us at 1-877-374-6003 or email us at sales@SIClytics.com.

Why Is It So Important To Call Your Customers Back?

Poritrait of a beautiful woman showing sign to call me isolated on a white background

They say that communication is the most important element of any strong relationship. And who are we to argue with whoever “they” is? It’s true. Keeping the lines of communication open between any two parties helps for the relationship to grow, develop and strengthen. All business owners are very well aware of this. And this is why well-followed customer service regimens are integral to the success of any business.

Another thing that “they” often say is that the smallest things can make the biggest differences. And when it comes to returning phone calls, this adage couldn’t be more accurate. It may seem like a “small thing” to return a phone call, but you may be surprised to know how many business owners forget to do so. Making a customer feel neglected is a great way to lose his/her loyalty for good.

Why is it so important to return customers’ phone calls? Well, let’s remember that without your customers, you don’t have a business. Now yes, the internet allows for many other modes of communication. However, when a call is placed to your business and a message is left, you want to make sure that the message is returned using the same means that it was left for you. Customers appreciate this type of reciprocity.

However, when you neglect to return those calls, customers feel as if they are not being regarded as important. Knowing that there is competition out there, they will be very quick to dial other numbers to give someone else their business. Don’t think for a second that a missed call is one of those “small things”. Returning a call is big opportunity for you to secure the loyalty of a customer. Not returning a call can help you lose a customer for good.

Conversational.com reveals some statistics that prove this. “Caller satisfaction has been studied over the years to help business owners understand the needs of their customer base,” reads the site, “It turns out that around 78% of new customers that aren’t contacted after leaving a message will end up going with an alternative company…94% of new customers whose calls weren’t answered would simply go with another company.”

How can you retain customers whose calls don’t get answered? Well, most consumers understand that there will be times when messages need to be left. The key to keeping those customers is giving them assurances about when their calls will be returned. It’s important to have outgoing voice greetings that explain the reason behind your unavailability and the time frame that the call will be returned.

On CallCentreHelper.com, Richard Farrell explains that “if call-backs can’t be handled in an acceptable time, the call-back offer should be removed. Once a realistic estimated wait time is played to a customer and a call-back offered within an acceptable time scale, the call should be routed to an automated system to capture call-back details, thus leaving all agents to handle customer calls.”

At SIClytics, we offer a wide variety of services that help for your call centre business to function at high levels. Among them is our Missed Call Notifications service that helps you to never miss out on an opportunity to follow up on a missed call. For more information about this and any other of our services, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.

The Importance Of Promptly Returning All Of Your Phone Calls

Smiling businessman having a dialogue on the phone

Sometimes, the smallest little things can have the biggest impacts. For example, you may think that not returning a phone call promptly isn’t all that big a deal. “I’ll get to it eventually” is a thought that has likely run through many a mind of the young entrepreneur. However, placing little importance on the necessity to quickly return phone calls can have massive repercussions for your business.

Why is it so important to return phone calls promptly? Firstly, and most obviously, it gives a bad impression of your business. The impression is that it cannot be relied upon to provide expedient service. In today’s world, people expect things fast. Consider the fact that just about any individual with a smartphone can Google a question and have it answered within seconds. This is what you’re competing with.

When you neglect to return important messages shortly after receiving them, you give your clients and prospective customers reasons to seek assistance elsewhere. Chances are that they will receive speedy service from other businesses. Unfortunately, not everyone is adept at returning messages quickly. And this is why it’s important to understand just how imperative it is to your company’s bottom line.

How can taking too long to return messages cost your company money? As we alluded to before, customers have options. A simple Google search for businesses in your industry will often generate quite the list. It’s of vital importance that you’re able to make excellent impressions on first-time callers so they don’t choose your competition over you. Naturally, your busy schedule won’t always allow to answer all of your calls. But the quicker you get to responding to the messages left for you, the better impression you will give.

Returning calls quickly shows that you are dependable. It also shows that you are accountable for the promises you make. Consider the instances when you have already spoken to customers about particular requests and have agreed to call them back when those requests have been met. It should go without saying that people don’t like waiting. So remember that while you’re working, your customers are waiting.

For most consumers, the length of time you take to call them back after their last conversations with you can mean the difference between them working with you again or not. A reputation of being unreliable may be unfairly placed upon you. And it would all be because you took too long to call your customer back. But what constitutes “taking too long”? That’s up to you and your customers. Be sure to establish an expected time when you plan on returning their calls.

How can you ease the minds of customers who are waiting on returned calls? Be sure to leave detailed information in your outgoing phone greeting. For example, if you’re going to be out of the office for an entire day, be sure to inform your callers of that so they understand that you may not return their calls until the next day. If you are speaking to a customer live, be sure to provide them with a date and time when they will hear back from you. And be sure to stick to it!

At SIClytics, we’re very well aware of the importance of promptly returning phone calls for all business owners. For this reason, we have introduced our Missed Call Notifications services to help busy entrepreneurs never miss out on opportunities to follow up on their missed calls. After all, the first step to being able to return phone calls promptly is to know that they were missed in the first place!

For more information, please don’t hesitate to call us at 1-877-374-6003 or email us at sales@SIClytics.com.