First Telephone Impressions

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Last week I needed to find somewhere to repair one of my watches. I Googled watch repairs to see if I could find somewhere I could send the watch to as I was feeling unwell with a virus and didn't want the hassle of going into Town. I identified 3 places and called them. Here's what happenned....

1.
First place didn't ask where I'd found their number. I explained what I was looking for and was given a price. I said I thought at first glance it looked a bit on the high side and that throughout the year as someone who has an interest in watches I need a number of repairs carried out- I asked if we could just check they'd quoted me for the right parts. No interest shown at all in potential ongoing work, told the price was the price which is fair enough, no conversation about the watch itself, and no attempt to ask me for my details. So in effect I'd made a strong sales enquiry and they left that call without even knowing who had called them.

2.
Next place, well basically said won't talk prices until they see it. I tried to just explain a little bit about the watch but was interrupted, told it doesn't matter what it is, I need to see it. Again didn't ask where I'd found the number, no interest in a conversation on any level, and no attempt to capture my details for ongoing follow up/marketing.

3.
Third place, very helpful lady answered the phone. Told me that although she could help me she'd prefer one of the Directors of the business to talk with me personally as in view of the fact I may have ongoing repairs she was sure he would be interested in speaking with me. Took my number and promised a call back. 20 minutes later I received a call as promised.
The Director I spoke with showed a real interest in the watch I had even though he's probably seen a thousand of them. Asked questions, we talked about my interest in watches and he told me enthusiastically a bit about his Company and why they are different. Not a pitch just a genuine passion for what they do. Turns out that they usually deal with large trade customers as well as the public but he was more than happy to offer me a slightly preferred rate as it may encourage me to send any other watches I have to them, even if the volume was considerably less than even his smallest of trade customers. The way he looked at it he said is that business is business and if we spread the word about his Company because he's helped me out then that is reward enough. Asked me where I'd found out about them and what made me ring them.

Suffice to say my watch is now being repaired and no prizes for guessing where I sent it!

So what was different..Simple, only one of these people wanted to have a conversation and take a genuine interest in my situation. What have they gained? Well, I'm now a new customer and ok this repair is just £30 but there will be others. Would I recommend them now? Sure I would and whats that worth?

You don't need a truckload of sales "techniques" to be good on the phone, thats the last thing you want. The third guy here proved that actually its pretty simple-be you, be real, show a genuine interest and find solutions for your customer.

At Calls That Count we carry out telemarketing campaigns for customers across the UK. If you want the truckload of "sales techniques" you won't find them here I'm afraid. That's not to say that we haven't been on all the courses. I can assure you that in the last 20 years we've been on them all, it's just that thankfully things don't have to be that way. Not for the person making the call and not for the person receiving it either. Things have changed, and all for the better.If you're looking for a down to earth real life view on what telemarketing is all about in 2011 based on years of front line experience- lets talk.

Call us now on 01206 266888 or 01803 321206

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