Testing Your Competition

A locksmith I know opened a new facility in a different city. Prior to choosing the location, he did his research and determined who the major players are in his area that he would be in competition. He called the different locksmith stores to test market their telephone etiquette and customer service. More than one of the businesses was always too busy to talk, promising to call back later. Another company would not take the time to answer a simple question. They just gave a price.

Have you ever thought about how you or your employees answer the telephone?

Have you ever listened to an employee during the entire customer's call? Have you ever had someone listen to your conversation?