Sometimes in business, the deal just doesn't go as planned. Although a company may be confident in its product or service offerings, no potential customer is a sure thing, and any number of factors can lead him or her to reject the specifics of a proposal.
When it becomes apparent that a deal will not come to fruition, some service representatives may be quick to begin making rationalizations as to why an agreement could not be made, which often involve shifting blame away from themselves.
However, according to a recent article written by Karl Stark and Bill Stewart – co-founders of strategic advisory firm Avondale – published by Inc.com, this kind of behavior is debilitating, as customer service staff must be able to critically analyze a deal gone wrong and learn from any mistakes that may have transpired.
As the authors put forth to business owners: "The last thing most of us want to do is to take time away from an active customer to review what we consider a cold lead. Learning from a deal that didn't happen means asking hard questions about yourself and your team. But, facilitating an atmosphere of humility and accountability is a necessary process to make your company stronger and make you a better leader."
By partnering with a third-party answering service, critiquing what went wrong with a customer is always a top priority. Because these professionals put a premium on providing the best and most affordable services possible to their clients, they are trained in the necessity to sit down with business partners and identify the crux of why the deal went sour.
And whether its loyalty to another supplier or pricing issues, an answering service can look back on customer correspondences regardless of what channel they were processed through to determine how a client's offerings could be pitched more effectively next time.