Seth Godin wrote a blog post about this today. Unfortunately, he had purchased a Kitchen Aid teakettle which produced melted plastic in his hand. Upon calling the "customer service" number for Kitchen Aid, Seth was greeted with a 9 prompt message which, after wasting a good bit of his time, told him they were closed.
Seth makes the statement, "The only reason to answer the phone when a customer calls is to make the customer happy. If you're not doing this or you are unable to do this, do not answer the phone."
This really got me to thinking about all of the times I have seen an agent answer the phone (or I have answered the phone) when they (I) shouldn't have.
We have all experienced it. Call someone up and they proceed to put you on hold while they finish up another conversation. Try to make a showing appointment and listen as the other agent checks out at the grocery store. Answer your phone while walking to an appointment with a briefcase in one hand, purse in another while dodging traffic and the caller is an appraiser wanting to make an appointment.
I'm going to say it.....SOMETIMES IT'S JUST NOT APPROPRIATE TO ANSWER YOUR PHONE! If you cannot give the caller your undivided attention, don't answer the phone! If you are not in a position to make that caller happy, DON'T ANSWER THE PHONE!
It's OK to not answer the phone.
Tina in Virginia
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Tina Merritt and her Associates. can be reached at email: tina@nestrealtygroup.com or 757-287-6338.
Our Network consists of both buyer and listing specialists helping buyers and sellers in Southeast Virginia, Hampton Roads, Virginia Beach, Chesapeake, Norfolk, Portsmouth, Suffolk, Isle of Wight County, Hampton, Newport News and Poquoson, Virginia. In Southwest Virginia, the New River Valley, Blacksburg, Christiansburg, Radford, Pulaski, Dublin, Floyd, Narrows, Pembroke, Pearisburg, Glen Lyn, Rich Creek, Check, Hiwassee, Indian Valley, Parrott, Newport, Shawsville, Pilot, McCoy, Long Shop, Fairlawn, Wythe, Draper, Willis, Sowers, Elliston, Eggleston, Ironto, Riner, Auburn, Rogers, Giles County, Montgomery County, Floyd County, Pulaski County.
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