“CallSource® Reflections” is a blog series by CallSource’s® co-founder and President, Elliot Leiboff. Elliot co-founded CallSource® alongside the late Jerry Feldman in 1992. Over the years, Elliot has developed a small call tracking company to a full service lead generation performance organization. CallSource® invented call tracking. Elliot has witnessed a myriad of inventions, tried different strategies, invested in technologies and basically seen it all.
CallSource® is a classic American tale of an idea that turned into a business that has thrived through grit and determination. “CallSource® Reflections” is Elliot’s blog series on lessons learned as a business owner before the era of startups and VC funding.
Elliot’s monthly blog contributions take the reader on the journey of how our solutions have evolved.
Save Your Business’ Reputation and a Lost Lead With DealSaver
“You never get a second chance to make a first impression.”
Technically, that’s true – but you can still save a client and make a lasting, positive impression when you promptly redress a mishandled opportunity.
You know from your own experience how unusual it is to have someone go out of their way to make things right for you after a negative or disappointing experience with their company. You probably told more people about that company and are likely more loyal to them than you are to companies that give acceptable but unmemorable service.
Say you manage an auto dealership. How many times does one of your employees answer an incoming call with: “Sorry, that car’s been sold” and listen to the click as the caller hangs up? Of course, you train them to engage the caller, understand their needs and offer them a good reason to visit your dealership. But how often do they do all that – or how often do they let that opportunity get away? You’ll have to listen to every call to find out. Wait, you say you have a full-time job already without listening to every telephone interaction?
That’s why you need DealSaver®, a service that records and reviews those calls for you. Within minutes, a trained analyst reviews each call and, when a call is mishandled, sends an alert summarizing what occurred. Surprisingly often, a prompt, friendly follow-up from management results in a saved deal.
Say you’re a contractor. Did your front office or your answering service mishandle an opportunity that you could have closed? Although you are too busy to personally answer every call, with a prompt alert from DealSaver and a proper follow-up, you can still win that business before they move on to calling the next competitor on their recent search list of contractors in their area.
For healthcare practices, it’s AppointmentSaversm, but the concept is the same. Was a prospective patient given incorrect information, treated rudely or left on hold too long? With AppointmentSaver, you can still protect your reputation and expand your practice.
If you don’t pay attention to how many times an interested caller doesn’t end up booking an appointment with your business, then you are unaware of how many sales you are potentially missing out on. But when you are alerted soon after that missed opportunity occurs, you can make an immediate call back to rectify the situation and make that caller a fan of your business.
It’s why we created this product – we want our clients to have as many opportunities as possible to gain the business they need to achieve better ROI and a better bottom line. Stop missing out on those first time lost prospects and start acquiring their business on a second chance.
