Choice Australia recently published a study on Businesses that are hard to contact. They found that customer dissatisfaction rates rose when their calls went unanswered and their calls and emails weren’t returned.
As a small business, marketing for your business is sometimes not all that affordable, so when you manage to attract a client, you want to put your best foot forward and make them fall in love with your business. Let's explore 5 effortless ideas to not only make your business easy to contact, but to make sure your customers feel good about their interaction with your business as well (and you can implement these ideas in under an hour!)
1. Make sure every call is answered
As a small business owner, you may be acting as the Receptionist as well. Whilst in your start-up phase, it might not be such a terrible thing, but as your business gets busier, it is likely you’ll be missing more calls (and losing more business). Every missed call is a lost opportunity, so at the very least you need to make sure your calls are returned in a very efficient time-frame. This can be troublesome if you run a clinic and you’re always in consultations, so an easy and cost-effective option is to engage a Virtual Receptionist.
Your Virtual Receptionist is the voice of your business and answers every call, makes bookings, manages your diary, takes messages, rebooks cancellations and provides a positive experience for your customer. Check out Pro-Assists Virtual Reception Packages.
2. Have amazing form
Embedding a contact form onto your website is one thing, but to give your customers an amazing experience, there are some small initiatives you can take to take it up a notch.
- When your customer submits the contact form, display a message acknowledging their contact. Give them a timeframe they can expect to hear back from you.
- Remind your customer of the other forms of contact available. Giving them options helps if they are feeling a little lost.
- This should go unsaid but actually RESPOND in the time frame you promised (or quicker).
3. Don’t play Hide and Go Seek
Games are for kids, so don’t be like those big businesses that make it impossible to find their contact number. Embrace your customers contacting you in their preferred fashion, and publish your contact details loud and proud. Remember, after you’ve hired your Virtual Receptionist, you’ll be able to take all those calls, so go ahead, PUBLISH THAT NUMBER!
4. Get Chatty
More and more people are preferring to contact businesses through instant chat. Keep these customers happy by installing a Website Chat app (We recommend Smartsupp) and promote Facebook Messenger on your Business Facebook Page.
5. Automate your booking process
Consider offering Online Bookings. It is a convenient way for your customers to make time with you. General programs like Acuity Scheduling are perfect for Coaches and more studio/clinic specific programs like Cliniko and Mindbody Online are perfect in supporting online bookings.
That’s it! 5 very easy things you can implement in under an hour to make your business the most contactable and pleasant business to deal with.