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How not to make a first impression
We all know that first impressions are important - as in the first time potential customers come into contact with your company. This is the time when you want to make the all important personal connection.
So why do some companies create call centers, whose only job is to call potential clients to setup meetings with their sales people?
The kind of calls that usually goes like this:
- Call center zombie: Hi I am [insert something] and have you... [insert 2 minutes of marketing drivel being read from a piece of paper - at which point you cut in and ask them to get to the point]
- Call center zombie: We have this [product name] that we think you will like - and we will like to come and show it to you.
- Me: Well...
- Call center zombie: Next week will be good because then our sales person is in your area.
- Me: Wait, time-out - did you say your "sales person"
- Call center zombie: Yes?
- Me: Why didn't he call me himself?
- Call center zombie: He is too busy (or some other lame excuse)
- Me: Sorry, not interested - goodbye!
If they do not think that I am important enough to speak with in person, why should I have a meeting with them? They send the signal that I am not worthy of their time.
I do not care if it because the sales person thinks he is too hip to spend time calling potential clients, or if it's because management have found call centers to be cheaper to run than sales people (which they are). The effect is still the same. The company has decided that potential clients have a low priority.
My response is simply to turn them down. I do not want to do business with a company that thinks this way.
Comments
Thomas Baekdal - Jun. 29, 2007
Scott, Yes - those are annoying!
BTW: I just got another of those "can we setup a meeting?" calls today.
matthijs - Jun. 29, 2007
So true. I hate them as well. The problem is, these calls are getting more clever each time. Often they start asking something like "is it correct you make websites", and "do you also make websites for [insert business type]?" So you start thinking it's a business calling for a real inquiry. But then they start with some marketing talk and only then you realize it's only to sell you something.
Not that they literally say they sell you something.. no. When I ask them directly what it is they want to sell to me I usually get more vague marketing talk about "solutions" and "win-win situations".
Huygens - Jul. 2, 2007
This reminded me of another blog post I read not so long ago about a support call centre. And how they manage to make a good impression :-)
Have fun reading this article!
Thomas Baekdal - Jul. 2, 2007
Huygens, he he - great stuff!
What I do not understand is why any business executive would even think having a support center like Skype's is a good idea.
Published: Jun. 28, 2007
in work notes
Thomas Baekdal is a Writer, Interaction Designer, Change Advocate and Project Manager.
Scott O''Raw - Jun. 29, 2007
The ones that really get me are the "Hi, this is a recorded message from [insert company name].......". Ok, so I am not even worth getting a REAL person (made the living dead by having to work in a all centre or not) to call me?