Want to improve your firm? Talk to Clare Yates! She has over 25 years’ experience in the property industry and is more than happy to share what she knows to help you get the best out of your business.
Here, she explains how arranging to call a customer back “in the afternoon” could lead to miscommunication and disappointment:
People can have very different definitions of what calling back in the “morning” or “afternoon” means.
For example, one customer might consider the “afternoon” to be anything from 12 noon through to 4pm – and could have given up on your team calling them back by 4.15pm. Even if your office is open until 5pm.
Don’t take the risk. Ask your team to always refer to specific time frames (e.g. between 2pm and 4pm) when telling a customer they’re going to call them back – then make sure they follow through.
Take a step back…
If your team always called back when they said they were going to, would your customers have more confidence in your service and make fewer chasing calls? Could your firm even win new business based on your team’s flawless reliability?
With thanks to Clare Yates, Senior Business Development Manager at tmgroup.
Got a question? Connect with Clare on LinkedIn.