Many people view wrong-number calls as just another mistake on one person's part. They notify the caller of the error, then hang up. That's too bad.
With a little practice, you and your staff can make those calls work in your favor. Although not the most effective method for promoting your business, it's better than simply hanging up. Follow these steps to learn how to handle those calls properly. They are based upon an actual incident I was involved in. If I can do this, so can you!
Continue with a probing question that helps identify a possible opportunity. Make sure it is an open-ended question. You're interested in an informative response, not just a "yes" or a "no" (which you're more likely to get if you're not careful).
Ask something along the lines of :"What bookkeeping services do you use now?" or "Why did you choose your current firm to clean your building?" Then listen carefully. You're bound to get one of two types of answers: either an informative one or a cold shoulder. We'll handle the first scenario first.
Respond appropriately. Offer a response that sets the stage for the remainder of the conversation. You need to take charge, but do so in a friendly manner. A good comment is,
"I believe you have the wrong number, but if you need [marketing services/accounting services/legal services/ etc.] I may be able to help you."
If the person seems receptive, proceed with your questioning. Don't drag out the call—see the Tip below—but feel free to probe gently. Remind yourself that you are a solutions provider. If your firm can't help the caller, recommend one of your customers. A few more questions will determine what, if anything, you can offer.
If the person offers any resentment—a sigh, a mumbling reply (or worse)—end the call right there. Say, "I didn't mean to bother you. Just wanted to see if I could help you in anyway. Thanks for your time, and have a great day." You always want to end on a positive note, even for callers who don't know you.
You (or your employee) will have to think fast when these calls come through. It's natural to say something like, "I'm sorry, but you must have the wrong number." Don't! Practice these steps so the comments flow naturally.
Provide a quick review of your services along with your contact information, and move on.
Will you get a sale from this process? Maybe not. But look at it this way: You're making the best use of a call that you would otherwise toss away. What do you have to lose?
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