The next death by another little cut
Not Answering Your Telephone
WAIT! Before you click off this Profitable Business …make sure that your employees DO answer your phones. And, they answer them in the way you want them to be answered.
Here’s what happened…and this is not the first time it’s happened to me.
I was at one of my client’s business. We wanted to know what the average service call charge was in the area. I called four of their largest competitors. Two didn’t answer the telephone. One answered with the name of their company and said, “please hold”. He never asked whether I could hold and just put me on hold for over a minute. I hung up. I finally talked with the fourth person.
The first three – loss of potential customers.
And the fourth – never asked me my name or whether she could set up a service call.
This is death by another small cut.
If you don’t the answer the phone and you don’t ask for the order when you know someone has a problem or is asking about your products and services, you’re losing revenue and profit.
By the way, this isn’t the first time I’ve seen this. Every time I do this exercise I find this to be true.
Most employees don’t answer the company telephones or put a person on hold too long.
They don’t realize the importance of answering the telephone so they ignore it. They never see the loss of potential revenue because they are being paid whether they answer the phone or not – they forget that the customer actually writes their paycheck – you as the owner may sign it. However, the customers are the ones who generate the revenue to pay them!
Call your company from a telephone number they don’t recognize. Better yet, ask a friend to call. See what happens. I hope it isn’t another little cut.
Next week – another little cut.
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