Is everyone in your office “up to speed” on your customer’s latest and greatest desires? Do they know your products and services backwards and forwards?
Nothing drives me more crazy than when I walk into a store, ask a sales associate a question about a product or service and I’m told “the person who knows all about ____is already gone for the day.”
The response that took seconds to utter completely tore down all confidence I had in the company as well as destroyed my decision to make a purchase.
It’s good to have an “expert” in the office. However, you want to make sure everyone is on the same wave length when asked about any of the following:
- What would be your rate for____?
- Do you offer_____?
- Where does your company stand on_____?
- Do you supply_____?
The list can go on and on, but the sentiment remains the same: Are your people equipped? Are you spending time with them to ensure they understand?
Taking the time to ask your staff what questions they feel comfortable answering can go a long way to saving your company from this kind of embarassment (and lost revenue) in the future.