Why silence isn’t always golden
At CBS, we believe giving advice to prospective clients is an essential part of great customer service. Moreover, delivering an appropriate and helpful response is a way for us to demonstrate our business capabilities and experience.
It would be unrealistic to expect every single one of these enquiries to turn into a sale. However, responding in a proper and professional manner can occupy large amounts of time, often from several people. This may divert vital resources away from actual service delivery.
It is therefore deeply disappointing when the initial enquiry falls into an abyss of silence. Failure to respond, whether in the positive or negative is not only discourteous but also unhelpful and time-wasting. Closing the loop enables everyone to move on.
Even a simple ‘no, not at this time’ can avoid embarrassment and frustration and also gives the potential to work on building a relationship with you in the future when the time is right.
Having said that, any additional feedback you can give will always be deeply appreciated and stands to benefit both parties in the long run.
- If you are asked whether the advice given was useful, it’s because as suppliers we continually seek to improve our communications process and we genuinely want to be helpful.
- If the solution did not suit, telling us why enables us to align the products and services we offer more closely with market needs to meet your future requirements.
We look forward to hearing from you and please be honest!
What’s your view? Share your opinions and experiences with us.