Get Customers to Answer the Phone
Playing phone tag with your customers can be frustrating and wasteful. So, what should you do?
"I called the applicant and they didn't answer!" 😠
Playing phone tag with your customers can be frustrating and wasteful. So, what should you do? And, how can you actually get clients to answer the phone or get in touch with them?
Personally, when an unknown number calls, I don't answer. It could be a telemarketer, a fake CRA caller demanding I pay my taxes before they arrest me, my dentist calling to get me to come in — almost anything. Without knowing what to expect, there's no way to prepare. Will it be a short call? Do I need my schedule in front of me? Is it ok to answer on speakerphone? Is it a sensitive call? If I'm in a meeting, should I step out to take the call?
A text saying, "Andrew from ABC Honda! I'd love to chat on the phone really quickly to review your application and pick a vehicle with you. Is now a good time?" is far more approachable than a call from an unknown number. If you text a customer first, you can set expectations. You can also allow your client to choose a time that works best for them — allowing them to prepare appropriately.
Then, you also have to take into account the general anxiety surrounding the phone altogether which nowadays, is a big factor. For some people, answering the phone can be scary. For introverts, high-anxiety individuals, and Millennials, sending a text feels safer than talking to a stranger on the phone. The logistics of how to answer the phone professionally or even hang up the phone correctly can cause a strong sense of unease.
With texting, they can just control the words being typed rather than focus on the tone of their voice or making awkward small talk. Instead of worrying about being interrupted and thrown off their groove, they can take the time to thoughtfully respond.
By sending a text, they can quickly respond on their own schedule, which shows a high degree of respect for your customers' time. As a result, your clients will most likely return the favour — respecting your time and therefore responding to your inquiries.
A lot of our dealer partners do deals primarily through text message and it shows in their gross profit. To win, you can't call a customer a few times and then give up out of frustration. Texting is more convenient for most people. It's faster, sets expectations, and allows people to respond in their own time. When you respect your customers' communication preferences, they'll respect you enough to give you more of their time.
If you're looking to match with high-intent customers, reach out to Inculeader at (855) 777-6516 and get a free proposal. We can turn you into an online operation where SMS messaging becomes your main source of communication with customers, all within a few days of onboarding.