I came across an article recently that showed the automotive sector is now bottom of the league table for customer service, below insurance and utility companies. The article also showed that honesty is the most valued trait in the way a company deals with customers, cited as a top three trait by 50% of people, followed by efficiency (48%) and reliability (44%).
One of the biggest mistakes lots of businesses make is not being both customer and employee centric. If you look after your employees, they will look after your customers.
Being slow to respond to web, email and phone enquiries is certain to give potential customers a bad impression. Ignoring customers is a cardinal sin. So everyone that touches a customer should be trained to respond quickly to all enquiries.
It may seem trivial, but when you consider that 85% of consumers that don’t have a call answered will never call back, and three quarters won’t leave an answerphone message either (I certainly won’t !).
A well trained, and engaged employee will go the extra mile to respond to all enquiries and shine for your business – we have lots of them here at DMN !