Being the Person Your Clients WANT to Call

Is there a person at a company that you prefer to reach when you call? I’m talking about a small company where there are three or four employees in a given area, where you might get any one of them. Which one do you enjoy talking with the most?

Why?

When people call you, do they do so because they WANT to talk to you, or because you are the only choice? If you had an office with three or four, would they still want to talk to YOU? Would they want YOU to be their favorite person to deal with?

I’m not talking about a popularity contest. I’m talking about something else instead.

• Courtesy
• Professionalism
• Expertise
• Helpfulness
• Kindness
• Friendship

Do you offer those things? If you hire employees, will they offer those things?

Do your clients want to call you for things that are really a bit outside your expertise, just because they know that if you CAN help, they’ll get the best?

I began thinking about this the other day, when a client was calling repeatedly. How some people, when they reach our office, just want to talk to me. Others will talk to Kevin just fine. What makes them want to talk to one or the other, or willing to accept someone else?

If we kindly help them, then they want to call again. True, that can be a blessing and a curse, but believe me that you do WANT them to call! It keeps the customers happy when they feel you are the person to turn to when they need something.