WHEN DID WE STOP BEING COURTEOUS?
Customer service is a term, widely used, to greet someone who approaches your business. “Hello, good morning, how may I help you?” This is a common response to greet someone who has phoned/visited your business. I know you all get trained in how to greet clients that could potentially be buyers, sellers, landlords, or tenants, but what if someone is selling your agency something?
I instantly notice a shift in demeanour. All of a sudden, the person is not helpful and you will notice, if you are in front of them, that their shoulders lower, jaw drops slightly, and even on worse occasions a possible eye roll, and they very quickly cut you off and tell you to ”just leave your business card/flyer” with them. Over the phone you can hear it in their voice, or they will just leave you leave on hold and never come back.
We all joke about doing this to telemarketers calling from foreign countries, however the same is still done to industry people that could be extremely advantageous to your business. Let me ask you…who are you to judge which trained professional can assist you in growing your business, or how do you on the reception desk know that a different software package wouldn’t make your life easier?
I personally hear these complaints daily from other industry professionals and, naturally, due to our temporary recruitment side of the business, our Recruitment Manager mentions the rudeness she encounters on a daily basis from Principals/Department heads hearing the word “recruitment “and will literally hang up the phone on her. When all she is trying to say is: we offer TEMP recruitment only, until you can place a permanent staff member yourself. Can I also mention, that on countless occasions these particular agencies will eventually call us to enquire about our services (that we tried to explain weeks ago). We do secretly love those calls!
People specialise in industries for a reason, and most are not trying to sell you a non-marketable nor helpful package, they are simply offering you what may or may not be the solution you need.
I think by far the best conversation with a Principal earlier this month was “Hi I was just wondering if you received our email following up on our services that we offer you” to be replied with “oh yeah for sure that was in my delete pile this morning” …. and hung up the phone in our ear.
Now, why is this necessary? A simple “yes I did get it, thank you very much, but at this stage we do not need your assistance “. How difficult is that?
- It is courteous, and respectful.
- Gives the person the same respect that you would expect be given back to you.
The former just teaches the younger generation who you are generally working with, or are walking past you in the street, how NOT to treat people.
Personally, I get offers also, at least 5 times a week, of people trying to sell me something that at this stage does not interest me – I reply with “thanks for thinking of me, but we are not in a position right now, but feel free to follow me up” or “no, that won’t suit our business mould, but thanks anyway”.
This puts a stop to them contacting you day in and day out for an answer, and in 6 months’ time when they call back, you may be in a better position to meet with them, or you can keep their information on file so you do not have to run back to them in a few months with your tail between your legs.
Some of you may find this article very blunt, or you may be one of these people. However, I have never been one to keep my thoughts to myself, and am a big believer in doing everything possible for humanity, and to bring our younger generations up right so they, in turn, can pass on what we teach them to make the world a happier place because it is truly becoming sad and inhumane.
From the words of My Idol – Ellen Degeneres…. Be kind to one another
Lauren Kropp – Director Real Strategix