Make Sure Your Front Line People Are Sharp

The other day I telephoned a business, and the woman that answered the phone was pleasant, positive and proactive. As a result, the impression I received was that she was a person that was organized and accountable. As far as first impressions went, she got a A+. If you are running a small or midsize business you cannot afford to have anything less than this type of a person answering the phone, or greeting people as they come in the door.

Customers Make Assumptions
Like the saying goes, “You only have one chance to make a good first impression.” Let’s take a closer look at that quote. The customers or prospects will make an assumption about your business in the first 4 to 14 seconds. They do this from the way they are treated when they come into contact with your business. This assumption will dictate whether or not they choose to start or continue doing business with your organization.

The Voice Influences
The voice they hear, or the person they talk to, influences the way they think about your company. At this point of initial contact, if the person who represents your company is unorganized or uses poor vocabulary, it sends the message of incompetence. On the other hand, if this person is organized, articulate and concerned about who is on the other end of the line, it sends the message this organization can help the caller solve their problem or concern.

Earn the Trust of the Customer
If the person who represents your company is able to project the professionalism that is required to earn the trust of potential customers, or to keep the current customers’ trust, it will earn their business and grow the bottom line of your company or organization.

The key is to invest the resources in hiring the right person. Then back it up with ongoing training and self development programs, that will keep that person on a learning curve.

If you are interested in a better career in customer service visit customerservicejobs.com

Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more successful and profitable by helping them attract and retain their customers and clients.