tinfoilhat   11 #1 Posted June 9, 2015 Not receiving it, but I feel I'm in danger of dishing it out. Answering the same stupid questions (not from everyone obviously, most people get it) from people, professional people who should be able to comprehend a straight forward email or page on a website. A significant chunk of my phonecalls could be dealt with a pre-recorded message. It's boring to be honest and I'm worried that will start to come accross, if it isn't already.  Is there a course or something where I could pick up s few pointers to keep things fresh or change my sales "tactics" (I use the term loosly) but more importantly stop myself launching into an expletive filled tirade before it's too late? Share this post Link to post Share on other sites Share this content via...
mlfc   10 #2 Posted June 9, 2015 Is it time for a change of career? Share this post Link to post Share on other sites Share this content via...
steveroberts   10 #3 Posted June 10, 2015 Not receiving it, but I feel I'm in danger of dishing it out. Answering the same stupid questions (not from everyone obviously, most people get it) from people, professional people who should be able to comprehend a straight forward email or page on a website. A significant chunk of my phonecalls could be dealt with a pre-recorded message. It's boring to be honest and I'm worried that will start to come accross, if it isn't already.  Is there a course or something where I could pick up s few pointers to keep things fresh or change my sales "tactics" (I use the term loosly) but more importantly stop myself launching into an expletive filled tirade before it's too late?  You're going to have to expand on this. What might be a simple assumption, by you, on your website content messages (I'm assuming you created the content) might not be assumed by those reading it.  Plus, if it gets people calling you, this gives you a chance to engage with potential customers directly; that can't be bad can it? Share this post Link to post Share on other sites Share this content via...
L00b   441 #4 Posted June 10, 2015 Not receiving it, but I feel I'm in danger of dishing it out. Answering the same stupid questions (not from everyone obviously, most people get it) from people, professional people who should be able to comprehend a straight forward email or page on a website.It sounds to me like your professional potential/existing customers are just after the 'short version' over the phone. If I had a pound for every instance where a client rang me, after receiving a 2- or 3-page letter (explaining complex aspects of law and procedure in reasonably clear, plain and lay terms and asking for simple instructions, that has taken me 20 to 30 mins to prepare if not longer), only to then ask me 'what's this all about'...I'd have retired years ago  Stay calm, professional, friendly even, and record your time providing the explanations...then bill them for your time. When they call to complain about the bill, remind them that you worked for them during that phone call and expect payment for your work, and that they could have spared the expense by reading your email/website. Eventually, they (well, each successive one-) learn that paying attention is cheaper than short-cutting Share this post Link to post Share on other sites Share this content via...
tinfoilhat   11 #5 Posted June 10, 2015 (edited) Is it time for a change of career?  Not an option - I'm all-in with my current situation.  ---------- Post added 10-06-2015 at 11:23 ----------  You're going to have to expand on this. What might be a simple assumption, by you, on your website content messages (I'm assuming you created the content) might not be assumed by those reading it. Plus, if it gets people calling you, this gives you a chance to engage with potential customers directly; that can't be bad can it?  That's a couple of valid points. I'll read through the website and make sure everything is as clear as it could be without talking down to more learned visitors. Some of it is definately there and definately easy to find - a chunk of it is on the front page!  I'd also agree that talking to some customers is a good thing in the main but sometimes I (and everyone else I assume) get time wasters clogging up the system.  ---------- Post added 10-06-2015 at 11:24 ----------  It sounds to me like your professional potential/existing customers are just after the 'short version' over the phone. If I had a pound for every instance where a client rang me, after receiving a 2- or 3-page letter (explaining complex aspects of law and procedure in reasonably clear, plain and lay terms and asking for simple instructions, that has taken me 20 to 30 mins to prepare if not longer), only to then ask me 'what's this all about'...I'd have retired years ago  Stay calm, professional, friendly even, and record your time providing the explanations...then bill them for your time. When they call to complain about the bill, remind them that you worked for them during that phone call and expect payment for your work, and that they could have spared the expense by reading your email/website. Eventually, they (well, each successive one-) learn that paying attention is cheaper than short-cutting  Whilst I talk to professional people, they aren't buying a professional or technical product. It's just lazyness on their part and it winds me up a bit!  But it's nice to know I'm not the only one!!!!!  And here's another one just now - an email. Sent a price showing the product size and price. Also, in bold "delivery included". What does the email ask????    Wait for it.............   You know it's coming............   IS DELIVERY INCLUDED?  You couldn't make it up. Edited June 10, 2015 by tinfoilhat Share this post Link to post Share on other sites Share this content via...
MobileB   10 #6 Posted June 10, 2015 Not an option - I'm all-in with my current situation. ---------- Post added 10-06-2015 at 11:23 ----------   That's a couple of valid points. I'll read through the website and make sure everything is as clear as it could be without talking down to more learned visitors. Some of it is definately there and definately easy to find - a chunk of it is on the front page!  I'd also agree that talking to some customers is a good thing in the main but sometimes I (and everyone else I assume) get time wasters clogging up the system.  ---------- Post added 10-06-2015 at 11:24 ----------   Whilst I talk to professional people, they aren't buying a professional or technical product. It's just lazyness on their part and it winds me up a bit!  But it's nice to know I'm not the only one!!!!!  And here's another one just now - an email. Sent a price showing the product size and price. Also, in bold "delivery included". What does the email ask????    Wait for it.............   You know it's coming............   IS DELIVERY INCLUDED?  You couldn't make it up.  So why don't you put together a list of the most FAQs you are asked and put them onto the website under an imaginary title you can think of, such as "Frequently Asked Questions".  Then answer the questions.  Make it prominent. Share this post Link to post Share on other sites Share this content via...
steveroberts   10 #7 Posted June 10, 2015 Many years ago, I worked for a computer monitor manufacturer at the time when IBM had just launched the PC (yes I am that old LOL). We used to get irate computer resellers ("Professionals") phoning us up complaining they could not get them working (loud so their customer could hear, in the background, how this was our problem not theirs!). I used to say 'have you switched the monitor on?'; the line would always go dead! Share this post Link to post Share on other sites Share this content via...
MobileB Â Â 10 #8 Posted June 10, 2015 Many years ago, I worked for a computer monitor manufacturer at the time when IBM had just launched the PC (yes I am that old LOL). We used to get irate computer resellers ("Professionals") phoning us up complaining they could not get them working (loud so their customer could hear, in the background, how this was our problem not theirs!). I used to say 'have you switched the monitor on?'; the line would always go dead! Â Many years ago, I had the same thing. Working in a customer service call centre we would get calls that said "my box is not working." I would reply "I know this is stupid because you would have checked it before you called me but could you just have a look and confirm that it is plugged in". 9 times out of 10 came the reply "I'm really sorry for calling you." Share this post Link to post Share on other sites Share this content via...
tinfoilhat   11 #9 Posted June 10, 2015 So why don't you put together a list of the most FAQs you are asked and put them onto the website under an imaginary title you can think of, such as "Frequently Asked Questions". Then answer the questions.  Make it prominent.  That I think we'll be doing - although how many will read I'm not sure. We already have a page detailing things like delivery and product care - maybe we should merge that into one FAQ page. We send out a fairly simple dos and donts sheet with every invoice plus a paper copy with package that goes out. That gets ignored a lot. Share this post Link to post Share on other sites Share this content via...
MobileB Â Â 10 #10 Posted June 10, 2015 That I think we'll be doing - although how many will read I'm not sure. We already have a page detailing things like delivery and product care - maybe we should merge that into one FAQ page. We send out a fairly simple dos and donts sheet with every invoice plus a paper copy with package that goes out. That gets ignored a lot. Â It is common that people do not read the documents. But if you make it easy for them (eg on front page - got a question? link and then from there to the FAQs, sub-sectioned into easy title (eg delievery, payment, product care etc) then you may be surprised. Â I know people never read document just through the number of questions I get asked about their employment when answer is generally in the contract of employment or the company handbook. Share this post Link to post Share on other sites Share this content via...
Havanaclub   10 #11 Posted June 10, 2015 You're going to have to expand on this. What might be a simple assumption, by you, on your website content messages (I'm assuming you created the content) might not be assumed by those reading it. Plus, if it gets people calling you, this gives you a chance to engage with potential customers directly; that can't be bad can it?  I used to get exactly the same calls, when I worked for plusnet.  I never could understand why people thought a broadband and Telecoms provider was responsible for a broken (or not turned) on computer.  Quite a common call driver though. As we used to say "the problem exists between the chair and the keyboard"... after the call Share this post Link to post Share on other sites Share this content via...
RickyM Â Â 10 #12 Posted June 23, 2015 Don't be so moody! Â Be grateful that people want to phone you up and ask your opinion or advice - your helpfulness will be remembered! Share this post Link to post Share on other sites Share this content via...