Very annoying when you want to talk to a human and the system is structured to make that impossible … or incredibly difficult to do so. OMG!
Human interaction is where one has the opportunity to develop relationships, build a positive image and the marketer who doesn’t understand the value of that needs to be retired!!! Idiocy is the impression one gives as it relates to understanding the value of customer relationships and how they are impacted by the “endless” voice mail process. Caring about the customer’s interaction with your firm is not an afterthought but should be a major focus and voice mail can be helpful when limited and you provide personal interaction.
Remember it costs 5X as much to get a new customer as it does to retain one and 50X as much to gain back a lost client, Emotions play an important role in establishing a relationship with a customer or with those who are interested in the possibility of becoming one. Thus how do you think a voicemail program that goes beyond being helpful but is seen as an annoyance impacts the emotions of those that call your firm? Matter? How do you feel when you incur the Voicemail “mine-field”? Take a survey not only of customers, but employees as well.
If you like, go to our LinkedIn.com group “Smart Marketing for Small Business” or any business group and ask that question. Attitude is a key factor in the success of any business and, one that focuses on making itself very “User Friendly” will always rise above the crowd. Interaction with your target audience is key to building successful relationships. Eliminating or minimizing irritation in any aspect of your marketing efforts is smart marketing. Love your customer and at worst they’ll like you, especially when you make their effort in reaching out to you pleasant.
“Excellent firms don’t believe in excellence –
only in constant improvement and constant change.” – Tom Peters
Do you agree or disagree? Let’s hear from you.
Les Wolff The Original Marketing Curmudgeon Also listen to our radio show, Smart Marketing for Small Business (Live every Wed @11pm EST) And visit our LinkedIn Group of the same name.