Small Businesses Phone Etiquette Part 1
Should the phone etiquette used for a small business be any different than for a big business? I would say, "yes" in one very important way; it should be warmer. A small business has just one important advantage over a larger business and that is there ability to focus more personalized attention on each customer.
Customer service is the one thing that can set a small business apart from a big business and customers will often pay a little extra to do business with a company that treats them right. Good customer service starts the minute you pick up the phone. Customers should always receive a warm greeting, should never be placed on hold without being ASKED for their permission first and should never be on hold for more than a minute or two.
One personal pet peeve of mine is having someone blurt "hold please" into my ear when I call them and then placing me on hold before I can even say one word. Sometimes I only have one little question that would take less time to answer than placing me on hold would! I feel immediately disrespected and my whole attitude towards the company is changed while I sit there waiting on hold. Don't do this to your customers!
Treating your customers right starting with good customer service on the phone will help you grow your small business. Get a reputation for treating customers right and they will be loyal to you and refer more business your way. Sadly, it doesn't take much to stand out for giving good customer service these days because so few companies do it anymore. The good news is that you have an amazing opportunity to remind customers what business is supposed to be like and to profit from the other companies' shortcomings.
