Are your employees being properly trained?

Twice in three days within one company I was given incorrect or abbreviated information. Mary referred me to Susy to see if we could mutually benefit one another. Upon trying to connect with Susy, I was told she resigned. Most people would have stopped there. Being a persistent salesperson, I called Mary back.

The operator heard my request for Mary’s extension, but I was switched instead to Gina’s voicemail. I pressed “0″ and the operator answered with an annoyance in her voice. Magically i was supposed to know that yesterday Mary took over Gina’s office. The operator then switched me back to Mary in Gina’s office.

Upon my relaying to Mary that I had been told her referral had resigned, she did not sound happy. Mary relayed Susy is a contractor and will be in the office next week.

The operator needs a good deal of training. Had I been a potential buyer rather than a supplier, I would have been very frustrated and doubtful about their ability to deliver on goods and services.

The operator is the first line of service and must be impeccable. When you achieve impeccable service at the first point of entry for a prospect, you will turn your prospect into a likely customer headed for a Smooth Sale!