When you run a service company, your success or failure is entirely dependent upon convincing clients to go through your business. That means your phone is your literal lifeline. When it’s ringing, you’re in business. When it isn’t, you might be in trouble. But not all client phone calls are created equal, and sometimes it can feel like you’re fielding the same calls over and over again.
We asked our experts what phone calls they get the most often–and which ones they’d like to get less. They had a lot to say about the vital role that customer cold calls can play in their businesses!
Below, we’ve compiled a few of the helpful answers our experts provided. Check back later in the week for a follow-up article!
What problems do you get called about the most?
Do you ever get calls about problems that aren’t within your expertise?
What problems do you wish customers would stop calling you about?
What things do you wish you’d get calls for more often?
"The only calls I get that I’m not entirely comfortable taking & are out of my expertise are bathroom/kitchen remodeling as I’m not certified. While I can help with color, furniture & accessory choice (as well as the organization & storage solutions), remodeling these rooms is out of my expertise & comfort level." read more
“Certainly, calls are opportunities even if you only provide advice or an ear. In my business we get calls for all kinds of pest issues, but many times people believe they have a pest issue, especially when one thinks something bit them or another member of the family. ... I went as far as putting together a 3 page list of all the things suspected bug bites can be.” read more
“Problems are sometimes real and other times perceived. By offering too much of a sympathetic ear it may nurture bad habits and encourage clients to complain rather than fix the problem at its root or focus on a solution (preferably one outside of the box).” read more
“I think that because we are business owners, and professionals we must take on our call of duty and help the customers. Whether the questions irritate us or not, they are reaching out for help. I always try to answer my customers questions. If I don't know, or know someone who does i try to steer the customer into that direction. Its too easy to become annoyed.” read more
“We receive calls where the client is comparison shopping. It may be mildly annoying, but it’s pretty standard. The calls we most love to receive are those from existing customers. It’s fantastic when someone has been so happy with their plumbing services that they now come to us for expert advice.” read more