bill_schubert

Slow morning in the customer service world

I had a kind of shower thought during the first few years of owning my business.

"There is nothing louder in a small business than the phone that doesn't ring"

A morning like today was terrifying.  Typically there were four of us in the shop and we'd bounce around like pinballs trying to find useful things to do when the shop work ran out.  Very aware (at least I was) that  money was flowing out the door, overhead for renting the space, employee salaries, utilities.  It was almost a visible river that was only slowed or backed by customers calling, by new business.

The obvious solution was sales.  Sometimes I got so bad we resorted to some kind of shoe leather marketing.  All of use hated sales and my personal attitude infused the attitudes of the crew with increased negativity in that area.  In retrospect and after all I've learned the only thing that matters in small business IS marketing and sales.   We always said 'we'll grow with referrals' which means we're terrified and hate sales and are saying that to make the fault sound noble.  I've frequently heard it from business owners in the same way it came out of my mouth.  

All of which is to say that you you want to get something done that requires you to call customer service, any customer service, today is apparently the day to do it.  Operators are standing by and it is quiet.

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