Picture this: you need to get your dishwasher repaired. You Google search your local tradie and give them a call. The phone rings out, and you leave a message. Three hours later you still haven’t received a callback. Do you a) Try calling again or b) Look for another tradesman?
If you answered b, you’re not alone. Recent Harvard Business Review study analysed 1.25 million sales leads. It determined that businesses that reply back to a customer within one hour were seven times more likely to make a sale.
While this might seem like a win – in this hyper-responsive world, customers expect a far more immediate response. Wrap your head around this statistic from an American Express Global Customer Service Barometer study. The maximum amount of time a customer is willing to wait for a response is 13 minutes. While a Consumer Reports study found 75 per cent of people said they are highly annoyed if they can’t get someone on the phone in a reasonable amount of time.
What if you’re a small business owner who spends a lot of time on the road – how could these stats impact you? If you don’t have a business line attached to your mobile phone, the answer is, badly… If a customer phones while you’re out and about and they get no response, that’s a lost sale. It’s unlikely they’ll call back. If they leave a message and you fail to respond, that can also lead to bad word of mouth for your business. So, shouldn’t you consider using a phone system that you can access wherever you are?
Phone calls are one of the main ways that local businesses generate new customers. Google research says 70 per cent of mobile searches will result in a direct phone call to a company straight from the search results. These click to call customers are expecting immediate answers.
For business owners who are out and about, being tied to a phone line at physical premises can be problematic. Instead, savvy small business owners are opting for a dedicated phone line linked to their smartphone. Services such as Cloudline can help you be more responsive to customer calls and messages. It’s easy to swap between personal and business calls. If you’re not available or out of reception, the Voicemail to Email feature allows customers to leave a message. You instantly get a copy of the audio sent to your email, making it simple to check-in and follow up.
Having a business line on your phone also makes it simpler to keep your work and home life separate. While a business line on your phone means you can work anywhere and never have to worry about missing an all-important customer call.
This article brought to you by Connexus CloudLine. The small business phone system that helps you make every call count.