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Another Opportunity for Brand Failure in Small Business
How many of you forward business calls to your personal
phone when you’re out or use your cell phone as your business phone? If the
answer is yes, it’s very important to make sure you maintain a consistent brand
regardless of where you happen to be.
First, make sure your voice mail reflects that a potential
client is reaching a professional when they call you. Voice mail greetings that
are appropriate for friends and family
(“You’ve reached Dan, Kelly, Chelsea and Colten and we’re not home right
now. Leave us a message”) may not be consistent with your business’ brand.
When you answer your phone, do you greet callers with your
business name (brand) so that it’s immediately clear with whom the caller is
speaking? While a seemingly small detail, every interaction you have with a
client should remain consistent with the image and brand you are investing in.
Finally, when you answer a call, do you make sure that
you’re in a good place to speak with a client, free from distractions and noise
and able to present yourself professionally? If the television or radio is
blaring in the background, wind blowing as you’re walking into your child’s
school or dog is barking to be let out, you risk brand failure and a lost
customer.
(2 votes)
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About Sarah
There’s never a quick trip to the grocery store for Sarah Petty. You see, she’s in heaven in a place with so many products. She’ll pick up a box of cereal to examine the packaging and dissect the store window displays all while strategizing what works and what doesn’t. For Sarah, marketing really is a joy. She simply can’t get enough. You see, even though she has won plenty of awards for her photography, it's not photography technique that has made her business successful. Sarah believes it takes more than technical expertise to win in business. And old school marketing? Forgeddaboutit! The knowledge Sarah shares in The Joy of Marketing Blog works for any boutique business owner. Sarah has spent 20 years marketing for Coca Cola, an advertising agency and her own boutique photography studio. So read along and learn!
About Erin
If you see the red and blue flashing lights in your rear-view mirror don't panic. It's just Erin Verbeck, our Chief Joy Officer and resident brand police. She’s passionate about brands maintaining consistency in their identity and isn’t afraid to give them a brand sobriety test. Follow along as Erin observes the mistakes and miracles of businesses both big & small and shows you how you can make the most from your marketing efforts in The Joy of Marketing Blog. With a MBA from one of the top business schools in the country and 10 years combined experience at Sabre Holdings, the parent of Travelocity as well as a top regional advertising agency, Erin has the chops to weigh in on all things marketing.
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Karen,
Excellent point. You are all over this and are doing a fantastic job of positioning yourself as a professional. Way to go!
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You make a great point. I agree that it is only fair to your clients to maintain a degree of consistency and act professionally when speaking on the phone. It is better to let it ring to your answer machine than be unprepared to work with a client deserving your very best work.
-Jubilee Lau
www.jubileelauevents.com
Hi Sarah! This is soooo true! I too use my cell # as my business number, and if I think I'm not in a position to answer what could be a business call, I let it go to my (branded) voicemail. If I *do* answer and it's anything other than someone's number I recognize, I answer at least with a "Hi, this is Karen", as if I were in the office. I had someone who was once a potential wedding client (but now potentially a source of further work, as she is an event cooridinator at a country club) call me yesterday, and although I still had her number in my list of contacts, I had literally not spoken to her in months. I answered the phone in "business mode" and she just said, "Hi Karen, it's Amy", as if we'd spoken just the day before and were the best of friends. I thought this was a poor example of branding/business-sense, as whenever I call someone, I identify myself as, "Hi, this is Karen ReVelle, the photographer, we spoke about a month ago regarding..." or something of that nature. I never assume that everyone will still have my number or even remember me (although I'd love to think they all would and do!). :-) Thanks for the timely reminder that everything we do is tied to our business appearance and brand, and we should always remain professional, because you never know where it might (or might not!) end up leading to!
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