There’s nothing quite like coming back from vacation when you run a small business and seeing emails from customers clogging your inbox. Is there a better way to get back into gear without having to respond to all those emails? There is. Ooma, which provides smart communications platforms for business and consumers, recently released a survey on people’s preferred way to communicate with small businesses. We found consumers actually prefer human-to-human contact, not digital communication. This is driven by the speed and accuracy of getting things done once you’ve spoken directly with someone, rather than hiding behind a screen.
So, here are the best ways to put this into practice and get back to ultimate efficiency after time off:
1. Schedule an employee meeting pre-vacation so everyone knows the first thing that will be reviewed is if every customer was attended to.
You hopefully return from vacation rested and recharged for the challenges ahead, but you should first get a download on everything you’ve missed. Scheduling a team meeting before you head out on vacation for when you return will allow you and your team to stay focused while you’re out and to know what’s coming when you return. Be sure to create an agenda for the meeting so your employees come prepared. Most important of all, when you get back, scan your emails to identify customers that have tried to reach you. With it, during your meeting, do a ‘run through the camp’, customer by customer to see if someone has addressed their need or if they need immediate follow up. Try to schedule this meeting in-person, if you can, to ensure the most productive, focused conversation.
2. Get out from behind your computer and reach out to customers on the phone.
According to Ooma’s research, 57 percent of customers would rather communicate with businesses over the phone as they prefer to speak with a real person, as opposed to receiving an impersonal text message or email. This preference holds true across generations, including younger generations, even though they are typically considered more tech savvy and digitally inclined. So instead of sending an email or text message to get back in touch with existing and prospective customers, set aside some time to make phone calls and get personal.
3. Implement tools such as a virtual receptionist to streamline communication and reduce the buildup of answered questions or inquiries.
Using an automated virtual receptionist that can respond to simple inbound inquiries and transfer calls to the right people is an easy solution to connect customers to a live person faster. These systems ensure customers are receiving prompt responses and that you never miss an important phone call. A virtual receptionist is also a firewall against robocalls, because robocallers typically will hang up if they don’t get a live human being. Many small businesses can also benefit from a phone system that allows calls to desk phones to be answered seamlessly on mobile phones — perfect for those on the go.
It’s up to you, the business owner to manage how your customers’ needs will be handled. By leveraging these tips, you’ll accelerate the time it takes to get back to normal and reduce the thought of regret of taking your vacation in the first place.
