Sometimes it's just a little tweak

In working on a tele-mystery shop project for a client, I was surprised at the number of Welcome/Information offices that were unattended during a business day. My calls were transferred from a community switchboard to the welcome center and a voice mail recording took my name and telephone number. Many of my calls were not returned the same day or were returned later in the evening after 7 P.M.

The most interesting thing--when sales people returned my call, they quickly left a message but did not repeat their name or telephone number. Often I needed to replay their voice mail message to jot down the information.

It's these little things that really make a difference to a potential customer. These first impressions really matter. As an adult child shopping for a parent, needing information when doing the research is vital. Times are tough and we can't let potential customers slip through the cracks.