Good Companies Answer The Call

It’s simple, but it doesn’t mean it’s easy.

Successful businesses follow through.

After reading last week’s blog post about how companies answer their phones, one of our goodest companies’ owners sent out the following email to the people that answer Chapman Heating & Cooling’s phones:

From: Nathan Crouch
Date: Thu, Jan 17, 2013 at 11:28 AM
Subject: FW: How Does Your Company Answer The Phone? | The Daily Blur for 01/17/2013
To: Mady, Heidi D., Shana
Cc: Heidi C., Phil

This is a neat post by Tim on how we answer the phone. It’s really good to be reminded that while we may tire of answering the phone enthusiastically 10, 20, or 50 times a day, each customer is typically only calling us that one time for the day, month, or even year. Seeing it from the customer’s perspective, we may only get that one chance to put them at ease and provide them comfort.

The real golden nugget in Tim’s post is the link “dedicated to Receptionist Tips”. There are several posts there on how to handle all the unique situations we get.

And yes, I’d be happy to honor the challenge Tim suggests! You could even bring your significant other.

-ndc

The challenge I issued was for office phone answerers to review those posts dedicated to Receptionist Tips and present a report of their findings to the rest of the company. I suggested the company then buy dinner for those who’ve done the work. Nathan sweetened the pot by offering to include spouses.

This stuff matters.

The everyday, little things, can’t-afford-to-take-them-for-granted-ever stuff matters.

And the Chapman family knows it. Is it any wonder they’ve been successful for three generations and more than half a century?

Now, it’s up to Mady, Heidi D., and Shana to follow through.

And I know they will.

When opportunities for success come a’ calling, winners always answer.

Like I said, it’s simple.

It just isn’t easy.