Issue link: https://read.dmtmag.com/i/70749
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This condition can develop for GATE HINGES many reasons. But in order to properly deal with any of the possibilities that may develop, we must first talk about having a proper "mindset." Such a mindset really begins with what you are presenting to your em- ployees as a framework for dealing with prospects and customers alike. First, are those employees – the people who are answering the phone and making that favorable "first im- pression" – demonstrating the ability to serve the caller by handling the issue at hand, whether or not it is a problem or a potential problem? If it is a problem situation, does PANIC DOOR HARDWARE AUTO-LATCH BLACK STRONG ARM LATCH that employee appear capable of effi- ciently assisting the caller? Is he or she able to defuse the situation enough to get a decent handle on the problem so that it can be resolved, or at least be able to relay the message clearly to the right person for action before the prob- lem escalates? The individual or individuals who STEALTH COVER STEALTH ROLLER STRONG ARM LATCH are charged with the responsibility of answering and screening telephone calls should have training in telephone techniques and procedures before being placed in that position. If he or she brings experience from other employment venues, you should make sure that their experience and methods are what you want them to utilize in your company. SELF-CLOSING HINGES DAC INDUSTRIES, INC. 600 ELEVENTH ST. N.W. GRAND RAPIDS, MI 49504 SENTRY LATCH PHONE: 1-800-888-9768 FAX: 616-235-2901 www.dacindustries.com If not, then educate them to what your procedure is and what you expect from your employees. It sounds like an awful lot to go through, but remember that the person answering your company's telephone is the first contact with your customer base, and therefore is critical to your operation. Having addressed the importance of such first contact, we can now turn our attention to the sales force whose job it usually is to return the phone calls and get on with customer rela- tions. My experience with many sales- people is that, if a telephone message contains any hint of a problem, the ten- dency is to practice "avoidance behav- ior." Now, it is true that it is always eas- ier to talk with people and customers who do not present a problem, but by practicing avoidance behavior and causing the customer who has a prob- lem to have to call back, all that hap- pens is that your employee has succeeded in raising the ire of the cus- tomer. The problem has now escalated a notch, and the problem has still not been addressed or resolved. Avoidance behavior has at one time or another been practiced by a lot of people, including yours truly. How- ever, the sooner that particular mind- set is overcome, the sooner we can avoid a potentially bigger problem. As an owner or manager, this "condition" needs to be monitored on a regular basis, so that you don't get that call of "last resort" (possibly even in the form of a personal visit this time!) What is a call of last resort? It's the call that threatens all kinds of neg- ative action; and it didn't have to hap- pen in the first place if things had been handled properly to begin with. Now it's the time to look at your employees and other representatives of your company. Whether your installers are employees or subs, are you or their supervisor reminding them that they represent you and your company, and that they are to be courteous with cus- tomers at all times? Are you reminding them that if there is a problem beyond those with which your crews are able to deal when following your instructions, they must tell the customer that they will immediately contact the office and that they must call the office and relay an explanation of the situation? Are your salespersons aware of continued on page 58