By Guest Blogger, Mary Schmidt, Marketing Troubleshooter
Why are people still:
1. Not returning customers' (or potential customers') phone calls? I called a local direct mail house (with whom I've done business before) at least five times over the past week. Nada. Which means nada more biz from me or my clients.
2. Not following up on every potential bit of business - even it's not immediate? It's all who knows you. Phone calls and email are still cheap.
3. Acting like customers have no choice?
4. Treating their small customers like little people?
5. Not saying "thank you" for favors and referrals?
6. More interested in talking to each other than to me, the customer standing there in the store, wanting to buy something! (Store owners, spend some time on the floor and at the door - and make sure your employees feel like they're part of the business. Customers = Revenues = Jobs).
7. Taking phone calls while in the middle of meetings? Hello? I'm the potential business or referral source RIGHT here, RIGHT now in front of you...and you answered your phone while I was in mid-sentence.
Yes, time are indeed tough, but I'm amazed at how many think that rudeness is the way to succeed. My friend, Mary Ellen Merrigan does an excellent riff on this theme, Got Rude? Check if You're Fed Up.
P.S. This rudeness thing goes both ways. GET OFF THE PHONE while you're checking out at the store. Treating the service people like machines is terrible behavior.
P.P.S. Your vendor today could be your customer tomorrow. Duh-oh!