What message are you sending?
Today I searched the internet for a business. When I found it, I completed a long form and included my phone number and email address. Clearly, I expressed great interest in their product.
About 2 hours later I received a call from one of their salespeople. Wonderful!
She – Is this a good time for you to talk about our service?
Me – Well, actually I have a client call in a few minutes.
She – Oh, that’s OK, I’ll just give you a call back tomorrow. Sorry to bother you. Bye!
Whoa! I’m busy all day tomorrow. I won’t be able to take your call. But, she hung up so fast, I wasn’t able to tell her. She didn’t even try to set up an appointment. She didn’t ask me, “what time tomorrow would be good for you?” She just hung up. Do they really have that many customers? I don’t think so. What I think is that they have a crummy sales process.
What a missed opportunity!
I was incredulous that a company of its stature would have such a poor sales process. If there is a process, obviously this salesperson — and probably others — isn’t following it. She had the sale — but she blew it!
What was my impression of this firm? As you can imagine, it’s now bad! Do I really want to give my money to a company that can’t even capture an easy sale? I now question whether they would follow through properly on my order. I think I’ll try one of their competitors.
What’s going on at your firm? Do you have a clearly defined sales process? How do you know your people are following it?
Photo Credit: garynet
{ 2 comments… read them below or add one }
Lack of employee training. Too many people are hiring the cheapest employees vs. the most qualified.
Kim @ Money and Risk recently posted..Why Your Business Won’t Get a Loan Anytime Soon
You’re absolutely right, Kim! It goes back to old adage, penny wise and pound foolish when employees aren’t properly
trained. Costs business dearly!