Essentials Magazine Essentials Fall 2016 | Page 35

Customer Support

Put CUSTOMERS at the Center
of Your Inbound Sales Calls
BY DAVID M. FELLMAN

I

had one of those days yesterday, when no one I wanted to talk to
was available to talk to me. I was pretty frustrated by the end of the
day, but probably not for the reason you think. It wasn’t because I
ended up leaving voice mail messages for most of those people, and
only one of them returned my call. It was because most of the people
who answered the phone made the people I wanted to talk to — clients
or potential clients — look bad.

Throughout the morning, I heard
several variations of: “He hasn’t made
it in yet.” During the mid-day, I heard
several variations of: “He (or she)
is out to lunch.” From about 3:00
PM on, I heard several variations of:
“She’s gone for the day.”
“He hasn’t made it in yet”
usually makes me wonder if he’s
sleeping late. It certainly makes
me wonder if he’s as serious about
doing business as I am. Now, granted, many of these were situations

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