Wanting to get the forum's opinions.
I mainly do Med Supps and senior life products. I rarely get complaints. I had a new client...rather upset with me today because a few days ago he called my office at 8am and 9am and I didn't return his call until 1pm.
Today, evidently he called 2xs throughout the day (he said 18... we know that's not right) and I returned his call at 6:00pm.
I have a home office and I give all my clients my home office number. I don't feel as if I should give out my cell to everyone. Most people are OK with hearing back later in the day. I always return calls by the end of the business day.
So, my question is, do I have bad customer service because I don't return calls while on the road? If yes, then maybe I should change how I do things...
But, I've always found it to be efficient to get back from the day, play the answering machine, write my notes, and return the 3-4 calls.
Should I change things? Or is this just a client who isn't easily pleased?
Your thoughts?
I mainly do Med Supps and senior life products. I rarely get complaints. I had a new client...rather upset with me today because a few days ago he called my office at 8am and 9am and I didn't return his call until 1pm.
Today, evidently he called 2xs throughout the day (he said 18... we know that's not right) and I returned his call at 6:00pm.
I have a home office and I give all my clients my home office number. I don't feel as if I should give out my cell to everyone. Most people are OK with hearing back later in the day. I always return calls by the end of the business day.
So, my question is, do I have bad customer service because I don't return calls while on the road? If yes, then maybe I should change how I do things...
But, I've always found it to be efficient to get back from the day, play the answering machine, write my notes, and return the 3-4 calls.
Should I change things? Or is this just a client who isn't easily pleased?
Your thoughts?