New research by Optus Small and Medium Business shows that 85 per cent of consumers could be tempted to call another company if they don’t get through to a business on the first attempt. A further 74 per cent of consumers said they feel frustrated when they cannot connect with a business. These are important statistics to consider at this time of year, particularly when balancing the books may take priority over interacting with existing and new customers.
At a time where you’re more focused on admin tasks than usual, customers may be heading to a competitor as a result of you not being available at their convenience.
Here are my tips to avoid giving customers the cold shoulder this EOFY, and to ensure that your reputation remains intact.
Remember that while customer complaints can be a priority, there is also a real opportunity in quickly responding to those who have contacted to let you know how happy they are with a service. Word of mouth is an excellent form of marketing that sets you above your competitors.
Matthew Ball, Vice President, Optus Small & Medium Business