I’ve made my money by making sure every customer and client feels like I really care about them. Sometimes I don’t, but that’s not the point.
One sure fire way to make a customer feel like you don’t care about them is to ignore the people standing in front of you in your store or business so that you can help someone on the phone.
God made hold buttons for a reason. Talented musicians make hold music for a reason.
My biggest complaint about you putting the people in the store on hold instead of the people on the telephone on hold is that I’m one of those people in the store.
Not helping the warm body in front of you at the expense of some long protracted conversation or order being placed over the phone is not only bad business sense, it’s just bad manners.
It all makes perfect sense. I’ve made the effort to physically visit your business so I win. Some lazy ass calling on the phone to see if you have the right size or the right part can wait.
When I’m standing in your line waiting to check out, I don’t have to suffer through hearing the conversation you are having with the person on the phone if you help me first. The person on the phone would never suffer like this if you put them on hold because, as I said earlier, God made hold buttons for a reason.