The way a company sounds is equally as important. For accountants, the telephone often represents the first point of contact with the customer, demonstrating its worth as a vital means of converting leads to sales.
Yet recent research by PHMG shows the industry may be lagging when it comes to providing a positive caller experience. The study of 2,234 Americans discovered just 24 percent of consumers are satisfied with the way accountants handle their phone calls, less than the national average of 32 percent.
First impressions count and when a customer first picks up the telephone, their ears are their only tool for forming an initial judgment. What’s more, the same research found 59 percent of respondents wouldn’t buy from an organization if their first call wasn’t handled according to their expectations, indicating how a poor telephone experience can influence profitability.
Read Article: http://www.accountingtoday.com/opinion/how-accountants-can-turn-telephone-hold-time-into-a-key-marketing-tool