Reaching key business contacts is a big problem. A customer seeking a response on a service issue, or someone looking to get information about your company needs to speak to someone directly. Frequently, speed is an issue. The person inquiring needs something resolved in a short timeframe.
But, all too often, finding the right person to address a stakeholder inquiry requires a detective’s knowledge and diligence. You must dig into data, research what group or individual is responsible for your issue, then place multiple phone calls or emails seeking a response. A slow or non-response is bad for your business. Your brand suffers. People bad-mouth you.
Recently, I was digging into information to find the right person to connect with regarding a production-related issue. I went through the company’s web site, checked LinkedIn, mined some data, filtered through Twitter feeds, went to some alternative web sites that capture the type of information being sought, and still didn’t get the proper person. Ultimately, the process moved forward with a less-than-acceptable contact because the company did not make this type of information readily available. I believe it's a bad idea not to share that type of information.
Companies might not want to share contact info because they think their employees will be hounded. But, for any phone call or email coming in, there are people not responding to those transmissions. So, that argument holds no value. Any call can be ignored or go to voice mail, and emails can be read and deleted. The call or email SHOULDN’T be ignored, but the option exists.
Instead, companies should make contact information readily available so their people are accessible. On the web site, place the phone number and email address of employees necessarily to handle any type of inquiry. This shows you are responsive and looking to connect with your customers and any other stakeholders (the media, people looking for jobs, individuals looking to do business with you). If there is a major complaint and you are the President, you should know about that. It might be something that deserves your personal response. And it’s very likely you’ll learn something new that helps you run your business more effectively.
When people can’t find you, they can’t do business with you. When someone calls to complain, but can’t get a service representative, that person takes his or her business elsewhere.
Be responsive. Share contact information so others can better connect with you. This builds your brand, improves your image and grows your bottom line.
But, all too often, finding the right person to address a stakeholder inquiry requires a detective’s knowledge and diligence. You must dig into data, research what group or individual is responsible for your issue, then place multiple phone calls or emails seeking a response. A slow or non-response is bad for your business. Your brand suffers. People bad-mouth you.
Recently, I was digging into information to find the right person to connect with regarding a production-related issue. I went through the company’s web site, checked LinkedIn, mined some data, filtered through Twitter feeds, went to some alternative web sites that capture the type of information being sought, and still didn’t get the proper person. Ultimately, the process moved forward with a less-than-acceptable contact because the company did not make this type of information readily available. I believe it's a bad idea not to share that type of information.
Companies might not want to share contact info because they think their employees will be hounded. But, for any phone call or email coming in, there are people not responding to those transmissions. So, that argument holds no value. Any call can be ignored or go to voice mail, and emails can be read and deleted. The call or email SHOULDN’T be ignored, but the option exists.
Instead, companies should make contact information readily available so their people are accessible. On the web site, place the phone number and email address of employees necessarily to handle any type of inquiry. This shows you are responsive and looking to connect with your customers and any other stakeholders (the media, people looking for jobs, individuals looking to do business with you). If there is a major complaint and you are the President, you should know about that. It might be something that deserves your personal response. And it’s very likely you’ll learn something new that helps you run your business more effectively.
When people can’t find you, they can’t do business with you. When someone calls to complain, but can’t get a service representative, that person takes his or her business elsewhere.
Be responsive. Share contact information so others can better connect with you. This builds your brand, improves your image and grows your bottom line.
