As a small business, if you have an automated phone system, it’s killing your marketing. From your customer’s perspective, everything you do is marketing. And the upbeat, chipper voice on your phone system drowns out all other marketing attempts.
When customers hear this:
“Please listen carefully, as our menu options have changed.”
They already know you don’t care about them, and the feeling becomes mutual.
Maybe they are calling after receiving a flyer in the mail about your latest special offer. Or maybe a friend recommended they try you out. It doesn’t really matter why they are calling. It just matters that now they want to hang up instead of dealing with a phone system maze.
When you spend marketing money to get phone calls, make sure a real person picks up the phone. A customer’s impression of your business extends beyond the marketing campaign. As Steve Yastrow writes about his book Brand Harmony:
“When each experience you create for your customers blends with every other experience they have with your organization to tell one compelling, integrated story: that’s brand harmony.”
Consider the story you are telling your customer– does every interaction blend together to tell the best story of your brand?
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