"Thank you for your call. You are very important to us. Call back during our regular business hours."
- Unnamed Extermination Company in Nashville, TN
I love being told how IMPORTANT I am to someone's business as I am being told I cannot be helped. What a joy!!
I have a tenant in my beloved Nashville home that called me yesterday to note that she has a few MICE that had made their way into the house during the recent cold spell. She asked for my help in RIDDING them. I am happy to oblige.
As I called more than TEN (10) local exterminators in the Nashville area, I consistently received a voice message noting my IMPORTANCE to their business, then was promptly asked to call back tomorrow during regular hours. Is there not an "after-hours" number or something? On the other hand, does my tenant have the only mice that WORK on Sunday?
2 DEGREE SUCCESS STEP:
My issue is NOT with the fact these businesses are not open to serve my needs. It is that they express this FALSE EXPRESSION of my importance to their livelihood. I am so IMPORTANT that I cannot receive services – even emergency options – when I need it.
LOYALTY from service is not made by being available all the time, just the time I need you. My dentist in Nashville, Dr. Matt Gorham, Jr., earned business not by having a nice office or kind staff, rather by making special after-hour arrangements to refit a broken crown just before my wedding. WOW!
HONESTY is what matters in business. If you say you are "always" available – you had better be! If you tell people, they are the LIFEBLOOD of your business – treat them as if they literally pumped oxygen through your body!
Otherwise, say, "Thank you for your call. I am unable to speak. Please leave a message." At least then, I know that someone OTHER than the mice is SUPPOSED to be off on Sunday.
Cheers,
Zach
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1 comment:
It sounds like we're all in the wrong business! We should start an extermination service! Haha
I agree with you. That's a pet peeve of mine as well! Thanks for the post Zach.
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