Recently I submitted a request to get more information about a service through my bank. Within an hour I had a phone call from someone who wanted to discuss the service with me. Since I didn’t recognize the number I sent it to voicemail. I ALSO got an email (which we know I love) so I followed up the next day via email to ask how long the call would take. He replied the next day and said “I don’t know how long it’ll take, what works for your schedule?”
So that email got deleted and he won’t be getting my business. Here’s what- sure you don’t know how long the call will take. I may be a hot mess and ask a ton of questions and it’ll take an hour. But you have an idea of how long the average call takes. “Typically calls take about 30 minutes to go through all the services and answer your questions.” OR “Why don’t we setup a quick 15 minute call to get you the basic information and we can schedule more time if needed.”
“I don’t know” is not an answer, it’s an excuse to show you aren’t good at your job. Make it EASY for me to give you my business, not annoying. The next time you’re setting up calls make sure you have an idea of how long the call will take. Be respectful of that time, and pay attention to the engagement with your prospective client. Ask clarifying questions “how are we doing on time” “I want to be respectful of your time-I know we only blocked out 15 minutes and we’re getting close to 20, do you want to schedule a time to follow up?”
If you aren’t respectful of my time and resources BEFORE you have my business, why should I trust you’ll treat me well after you have it?
Great article Elizabeth, I agree wholeheartedly! Some of these things seem like common sense to me yet I guess they aren’t to some.