Every day you and your employees come into contact with your customers.
For most companies this is a disaster.
Every contact with your prospects and customers is either an opportunity, or a problem. There is no in between.
Question: why do we leave these interactions to chance?
We all instinctively know there is usually a “best way” to answer the phone, greet a customer, run an interview, or deal with a customer service issue.
Yet we (and more frighteningly, our employees) do absolutely nothing to prepare for these interactions. What if you changed that?
Write a script for every interaction you can anticipate with your prospects and customers. This means you’ll have a script for:
- Answering the phone
- Greeting customers
- Conducting a client needs analysis interview
- Running a consultation
- Giving a presentation
- Dealing with customer complaints
- And every other interaction you can think of
Creating a script for each situation-and making sure your employees actually use the script-can make a world of difference for your company.
So get busy. Write your scripts. Know your lines.
And make sure your people know their lines too.