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Totally gobsmacked. Twice in as many days customers can’t wait 10 minutes for your return call even after speaking to you.
Tuesday….Routing a cabinet door in the workshop, phone rings. Answered it and let the other end know I’d call back in 10 minutes as I didn’t have the book with me. Fine. Rings him back on finishing and he says Oh I’ve rung (competitors name) now, I don’t need you. Says more about him I know, mentioning somebody else’s name FFS.
Then today a woman calls at 8.45am. Let her know I was just going out on the school run and she was fine. Called her back 20 minutes later and she’s rung someone else 😈 .Hope this isn’t a new trend cos I’ve just about had it with the great british public at the moment 😥
Tony
Re: Impatient and ignorant
sadly yes customers will not wait , mcdonalds culture
(want it all now).had it a few times recently , also picked up some calls as customer couldnt get through to competitor etc ,
you can win them all , it maybe be best to try take details straight away , i know its a pain but do you want to loose them – i think they just want to know when you can get their so even a quick yes i will be their later today or tomoro am …this might not be true but at least you keep the customer untill you call them back to confirm your time ..err cough cough
Re: Impatient and ignorant
cornwell40 wrote:Totally gobsmacked. Twice in as many days customers can’t wait 10 minutes for your return call even after speaking to you.
Tuesday….Routing a cabinet door in the workshop, phone rings. Answered it and let the other end know I’d call back in 10 minutes as I didn’t have the book with me. Fine. Rings him back on finishing and he says Oh I’ve rung (competitors name) now, I don’t need you. Says more about him I know, mentioning somebody else’s name FFS.
Then today a woman calls at 8.45am. Let her know I was just going out on the school run and she was fine. Called her back 20 minutes later and she’s rung someone else 😈 .Hope this isn’t a new trend cos I’ve just about had it with the great british public at the moment 😥
Tony
might have been better not to answer the phone if you were on the way out….. does not exactly portray a proffesional image. Had she not got a reply she wopuld have assumed you dont open till 9 and called back.Re: Impatient and ignorant
If we could do everything today we could have the rest of the week off. Last week customer leaves name/address on ans machine but not his phone number. Not in phone book, so dicide to knock on door next morning as I am in his area. Pleased to see me but had arranged with a competitor to visit that afternoon. Anyway invites me in to diagnose fault with oven (element blown) so get the job while his wife is on the phone cancelling the other company. Adamant they are in the phone book until wife checks to discover they ain’t. Seems if you are not with BT you ain’t in the book.
silverbroom
Re: Impatient and ignorant
cornwell40 wrote:Then today a woman calls at 8.45am. Let her know I was just going out on the school run and she was fine. Called her back 20 minutes later and she’s rung someone else 😈 .
But how long would it have taken you Tony to make an appointment with the lady before you set off on the school run? Put yourself in their shoes mate, after all you answered her call yet failed to give the answer she was seeking. She probably has little time to spare and wants answers after all said and done. I can book a call and seal the deal in 30 seconds, then take the little sods to school relaxed in the knowledge I have one more customer to serve.
Re: Impatient and ignorant
Had she not got a reply she wopuld have assumed you dont open till 9 and called back.
I doubt it very much, she would have still called the next person.
Unfortunately people are more demanding than ever, even if i was with my children I would just say Im in a customers house at the moment, as I do think customers see that as a more professional reason. I know we’ve all got family ties but you know how easliy customers get their noses out of joint.
Re: Impatient and ignorant
“I have an oven in pieces” rather than “Just off on the School run” would maybe sound a little more professional?
I do sympathies but as in previous posts, I think that if this is a common problem maybe you should be saying “Yes I will get to you today – I have an appliances in pieces at the moment let me call you back in twenty minutes to confirm a convenient time slot”
I know it’s easy to comment after the event…..
Re: Impatient and ignorant
When I started 20 odd years ago I didn’t even have a mobile number advertised for the punters, couldn’t be bothered with them calling me on the job.
Would get home and find 6 or 7 calls on the answering machine and most would still be waiting for your call…happy days.I think the general public have certainly become more demanding and want everything done same day for minimal money.
What the hell can ya do ? 🙁
Re: Impatient and ignorant
I believe what you do is move with the demands of the clients, after all technically without them your going to become very bored and hungry.
Invest sometime in your business, during those hours your working and professional, doing the school run does not project a good image.
It is what many business people do, although if you speak to your Bank manager a one man/women outfit is not classed as a business, especially when it comes to the serious financial issues, such as lending, overdrafts etc etc.
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