Juggle Those Property Management Customers
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Q: Who is more important, the customer at the desk or the one calling on the phone?
A: They both are equally important.I was making some secret shopping calls this morning and one location I called answered after a few rings. When I said I was looking for storage the person replied that they had a customer at the desk and didn’t want to have to put me on hold. They offered to call me back; I declined. The underlying message was that the customer in the office was more important than my call. I wasn’t asking for service before the customer in the office but now I had call back if I wanted information about . Chances are if I had been I would have called another place and perhaps rented there instead. While it seems like a nice gesture, it won’t make a sale.
It becomes a little bit of a juggling act but it is possible to make both customers happy. If you have all day to sell something take it, but if you have two people that want information about your business then scale down the sales presentation. Most people are willing to hold for a little while so that you can complete your business with the person in the office.If you find you cannot juggle very well, look into hiring a call center to take rollover calls when you find yourself not being able to dedicate 100% on the phone.
Written by Natalie Thomas, TQAS executive and business writer.
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