Recently, I was trying to make a purchase for additional services at a place I frequent.
I went up to the nice lady at the front desk asked a few questions, got a quick response but still had a few more follow up questions that would have led to me pulling out my credit card to make my purchase.
But before I could finish asking, I got the one finger in the air signal to hold on.
The phone rang, so she proceeded to answer it versus finishing up with me, I waited one minute got side tracked with my phone and decided to leave as she was taking too long. At the time of this interaction, it all seemed harmless, as the people at this business are usually helpful.
After a day, this interaction lingered with me (my marketing hat on) and made me think, that was not good customer service for the business.
They missed out on an immediate $1100 sale to take a phone call, which also made me wonder, who is more important, a customer right in front of you, or some guy or girl on the phone?
My strong advice to business owners, being on the receiving end of this, I strongly suggest to never let a customer who is right in front you walk out the door.
It is far easier and better business to make a sale to this person than to take a phone call. Leave it to voicemail, or answer the call and place the person on hold for a reasonable time. I also hate being on hold too long.
Now that I’ve had too much time to think about this, I am debating whether I want to make this purchase, ever!
Have you had this happened to you?
Hi my name is Farzanah. I am a marketing pro with 10 + years of experience in marketing management and a busy mom dedicated to helping small business owners improve their marketing with copy writing that transforms their online visitors into taking action.