Mistakes: Lack of professionalism

Lack of professionalism just cost a local business my patronage.

If you are going to use your cell phone for business, and advertise that number as the way to reach you, remember professionalism. I heard ringback music instead of ringing. And the song? Toby Keith's "Gonna Get My Drink On." And it ain't a liquor store, or any type of business that made it even remotely cute. Does this inspire faith in their professionalism? No. I hung up. Game over.

Being small is not an excuse for whining. It's also not an excuse for being unprofessional.

Solution


Be professional! Think your whole business through from the customer's perspective. It's important. Every customer contact point needs to reflect your professionalism. Your business will reflect your personality, without you going out of your way to add it. You'll show your caring, your commitment, your skill. But not your taste in music. Okay?


Do you have examples?
Together, we are going to try to help each other out of these most common, deadly mistakes. You can use real world examples, real small businesses. Write it up, take a picture, or shoot a short video. Take care not to embarrass the offenders! Key point: include suggestions on how to do it right!

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Posted by Becky McCray on Wednesday, July 16, 2008
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10 comments:

  1. Attention to details like this matter, bigtime. A great example of doing it right is Midwest Airlines - they give out warm cookies during the flight. Free, which for anyone who travels knows, is rare for an airline. It makes a difference and gives a lasting impression.
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  2. Let's flip it around....

    Can I use my cell for business and record a well thought out speech to use as my ringback. I don't have time right now to think about what it could be but I guess I am trying to look at it as an opportunity, sales pitch , insightful quote, thought of the day????
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  3. My other suggestion would be to read Seth Godins blog, the guy offers incredible common sense usually free approachs to upgrading your customer's customer service experience.
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  4. Adam, that's a perfect example. A small, thoughtful, special detail.

    Cody, I like that approach! Make use of the feature, in a professional manner. Great suggestion.
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  5. Why would someone use a ringback tone for a business phone?? A plain old ring is fine. Call me old fashioned.

    I myself hate it when store clerks are just chatting small talk on their phone or going on about the weather with someone while I'm waiting there in line. That happened a few weeks ago at the local Sears appliance store a few weeks ago. The owner barely acknowledging me or the line forming behind me as she went on and on with an old friend who's transaction had been completed. I realize it's nice to have personal connections but if it takes more than a minute you call them at home after hours.

    It actually got to the point of parody since I was there with my autistic son, who was getting increasingly impatient with waiting. He hates being restrained and I couldn't explain why we were waiting. By the ten minute mark he was screaming at the top of his lungs and ripping my glasses off my face but still the owner--the owner mind you--kept driveling on with her friend. When she finally deigned to acknowledge me she said she didn't know if they had what I needed and that she didn't have time to look it up. I should go home, check part, come back and presumably wait again. Next customer please?

    Chance that I'll ever set foot in that store again? Zero. Sadness I'll feel when I hear it's gone out of business when Home Depot opens up next year? None. I love small, locally owned businesses. I will go out of my way to patronize them and pay a little extra to support them. But they've got to realize they need to have good service to compete.
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  6. Martin, that's exactly how many businesses lose important customers, through poor customer service. Every little detail missed can ripple on them.
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  7. That is a pretty good example with the Gonna Get My Drink On ringtone. I probably would have hung up too.
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  8. Thanks, Eric. It's just so important to keep your business interactions separate from your personal stuff.
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  9. Becky, just heard the SXSW interview. I'm in Broken Arrow and my wife is originally from Ponca City, so I was surprised to hear Alva, OK mentioned on the podcast.

    Love what you're doing. Keep it up!
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  10. Well, howdy, Dustin! Glad to meet you, and even see some folks I know listed as site visitors in your MyBlogLog. :)
    ReplyDelete

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