By John Borrowman, CPC
Borrowman Baker, LLC, BV Staffing + Consulting
Nobody sets out to deliberately frustrate clients and referral sources.
It may be happening without your knowing it. And it’s so easy to fix.
Automated phone answering systems are a part of the world we live in. They help reduce costs by allowing more calls to be handled by fewer people. They’re an imperative after business hours when your admin staff has gone home.
Have you ever listened to your system, however?
Most of them invite you to “enter the extension at any time”. If you don’t know the extension, no problem. You can “enter the person’s last name” by using the keypad. When a match is made, the system usually invites you to confirm that this is the right person.
That’s when you need to listen carefully. Does your system offer the actual extension number for Joe Jones? Or, does it merely connect the caller to Joe, thus requiring the caller to repeat the entire process the next time?
Most systems can be set up to offer that extension number. There’s no reason to frustrate the person who may be calling with that next big engagement.