What message do you send to clients when you have a live sales chat feature on your website, but no live support chat?
It says to me that I am not as important after the sale as I am before the sale, which is exactly how I felt today when visiting a website whose service I use.
On Wednesday, I was in the Post Office sending some Rotary International grant money via Express Mail.
During our conversation, the agent behind the counter made a comment that “It isn’t Express Mail without tracking.”
As I was stuffing $23,000+ of someone else’s money into the envelope, I was thinking “That’s not the desired result.”
The desired result is that our envelope gets there tomorrow.
The agent made it clear that the importance to the Post Office was not the delivery, but was the process. The paperwork. Not the message that the customer wants to hear – even if they’re filling out the paperwork.
- What unspoken messages do my procedures and business processes send?
- What written or spoken messages do we send that detract from our reputation, our products/services and our company?
Next – work on correcting, or removing them from your scripts, pitches, company lingo, training, printed materials, websites and most importantly – the silent messages you send.