How NOT to get someone to buy from you

I’d just like to recount a telephone call I had 10 mins ago. Is this going on in your business?

The call was to an online timber company – I’m in the market for some railway sleepers right now – I would have paid immediately.

Ring ring… ring ring.

THEM: Hello.

Me: Is that timber123.com (not their real name)

THEM: Yes.

Me: Oh hi – I’d like to place an order for some railway sleepers – can I just have a chat about when they could be delivered please? Do I do that online after I’ve placed the order?

THEM: Well when do you want them?

Me: Do you deliver on Saturdays?

THEM: No… (pause)

Me: (cheerfully) so that’s ruled that out then. How about this Friday (3 days time)

THEM: No – fully booked. We’ve had to put on extra lorries as it is. It will have to be the following week.

Me: OK, well thanks anyway. Bye.

Analysis

1. Answer the phone with your company name please so I know it’s not a bloke in his bedroom, it’s a real company.
2. Put delivery details on your website – the fact you do or don’t deliver on Saturdays, (or even charge extra for goodness sake – how many people need a Saturday delivery for things to do with gardens?) UNDERSTAND YOUR CUSTOMER’S NEEDS
3. Don’t moan about the fact you’ve had to put on extra deliveries and they’re full – business is clearly brisk which is good isn’t it?
4. Don’t give me one word NO answers. That’s just bloody rude quite frankly.
5. Treat me like a human being – sympathise, take a look in the diary, see what you can do, give me the next possible delivery date, tell me I can come and pick it up as you’re only local, give me options.
6. You’ve spent £100’s / £1000’s on a website, PPC, associated SEO and attracted me as a customer. Don’t blow it on a phone call.
7. Don’t make me blog about terrible experiences with companies getting noticed for the wrong reasons.

How many potential customers have you lost today because of the way your staff treat people on the phone?

Rant over.