Is It Too Difficult for People to Do Business With You?

I just had a couple of very frustrating experiences trying to refer significant business to two different companies. It made me wonder if they realised how difficult it was for someone to do business with them and how many clients they are likely losing.  Have you ever reviewed the experience a new person has when trying to connect with your company?

First, it is important for you to know that I had no existing relationship with these companies; however, they are well-established and well-known.  I looked up the company websites to get contact information and didn’t see any phone numbers or email addresses listed (they were impressive, professionally designed sites).  I was simply directed to one of those “contact us” forms that make you wonder if anything will happen if you fill it out.

After a lot of digging around, I finally succeeded in finding phone numbers to share this great opportunity.  The experience I had with the first company was like the Spanish Inquisition!  I was asked 20 questions by a receptionist to prove that I’m worthy of their time. 

Eventually, I spoke to a coordinator who was able to help, but I came away with a lukewarm feeling and little desire to want to work with them.  When I called the second company, I was met with a receptionist who couldn’t grasp what I was requesting and got nowhere!

I see this all too often.  Companies are so afraid of being inundated with sales calls, that they hide their contact information.  Here’s the problem, if the sales people can’t figure out how to contact you, then clients definitely won’t be able to figure out how to contact you! 

Even worse, the sales people will still find a way to get the contact information because they are motivated to do so.  The clients will get frustrated and move on to one of your competitors.

When people do succeed in making contact with your company, how are they being received? Is the person answering the phone using a warm and inviting tone?  Are they knowledgeable?  Do they make the caller feel welcome and valued?

If you want your company to be successful, you need to make it as easy as possible for people to do business with you.  Particularly in this economy!  Additionally, you want to make the experience people have when interacting with your company (virtually on your website and in real life) as enjoyable as possible.

Not sure what type of experience people are having?  Ask some business colleagues to ‘secret shop’ your company as a potential client and share their experience with you.

Comments

[Penelopi Tsaldari]

Excellent! Excellent! well written article Robert! Will return again, because you keep it short and get right to the point!

I've run into the same problem usually with larger corporations.
Many thanks!
PT