You’re busy. No one is disputing that. As a business owner, you have a lot on your plate each and every day. Nevertheless, it’s not always so easy to keep people’s feelings from being hurt. Yes, you’re running a business and those who call you shouldn’t be taking it personally if you’re not around to take their calls. But, for some reason, many people take offence to having to leave voicemails.
Having to both leave and receive voicemails are inevitable parts of life. In your personal relationships, you can certainly experience senses of worry or agitation when the voicemails you leave go unreturned for days. But, it’s important to remember that, in the business world, people tend to get just as agitated. This goes for both clients and colleagues alike. So how do you do damage control when someone is upset because it took you days to return his or her call?
Here are three ways to master the art of “missed call damage control”:
1. Be clear about your reasons for missing the call. Some people jump to conclusions. It’s a part of our nature that many of us can’t help. When we leave messages and expect them to be returned within minutes, we sometimes question if the people we left the messages for are ignoring us. In the business world, this is especially true. People expect expeditious service. Not hearing back from a company within the same business day is often very off-putting.
Therefore, when you return your phone call, be sure to inform your caller about the reason you missed the call. You were busy at an important business meeting, you were away on a business trip or you had to tend to an emergency are all legitimate reasons for missing calls that most people won’t argue with. To limit the amount of agitation felt by the person whose call you missed, be forthright about your inaccessibility.
2. Apologies never hurt. You have a busy schedule. That is to be assumed. But many customers feel like they are your most important clients. Of course, it’s important that you work to make them feel that way. We do the best we can, here at MeloTel, to make all of our customers feel special. But when you miss the phone calls that come in from certain customers, they tend to not feel so special anymore.
Don’t be afraid to say that you’re sorry. Remember that an apology isn’t necessarily an admission of doing something wrong. It’s an acknowledgement that you may have inconvenienced someone. It’s important to be empathetic in your apology as well. Let your customers know that you understand the frustration that can come with not being able to have their problems addressed immediately. This will give them the confidence that they can still count on you.
3. Never miss another call again! Now, how exactly is that possible? You can’t be expected to take every single call that comes in, can you? Of course not. But you can certainly make a major change in your accessibility to those calls. Sometimes, you’re out of the office. Sometimes, you’re not at home. But, no matter where you are in the world, there is a solution to the entire “missed call” problem.
At MeloTel, we offer the wonderful Single Number Reach feature. It’s a virtual phone number service that allows you to forward a local number to up to five numbers of your choice! You get your own telephone number and can even receive voicemails in your email inbox. Single Number Reach helps to ensure that your clients can contact when you’re on the go, no matter where you are. For more information, call us at 1-888-MELOTEL!
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"