Deliver What You Promise
Many of us set up ourselves up to fail. Not intentionally because at the time, we think we are doing what’s best. A friend of mine is in the process of moving her business to a new office and has just lost one of her senior staff. Now is not a good time to solicit or take on new clients.
Right now the phones are ringing off the hook with inquiries, yet it is not the time to bring on new clients. It’s time to move the office, restructure and regroup. It’s a time for completing the existing workload and keeping the existing customers happy.
When we take on too much and try and please everyone, things fall apart at the seams. Not only do the existing customers suffer – which is not good customer service, the prospective customers may not receive a great initial impression of our business, especially if their calls are not returned within a few days.
I suggested to my friend that she delay accepting any new business until her company can manage the load. As it is now, her receptionist takes inquiry messages for new business and passes them on to the owner. The problem is the stack of inbound inquiries is not getting handled because there is no time. All the owner’s energy is going into organizing the move and keeping the present business flowing.
I recommended the receptionist tell inbound callers that right now their business is in the process of moving locations and reorganizing. They will be followed up with in after 60 days. If they are interested, the receptionist can collect their contact information and start a follow up list. By offering prospects this option, it gives them the choice to find someone else or wait a few months to get started. Prospects feel cared for. It leaves the door open for new business without over promising. Over promising and then not being able to deliver, creates negative feeling that get talked about with others. This is never good for business.
If your business is struggling to deliver what it promises, figure out how you can fully service your existing clients and hold off on taking on additional work until you are ready. Saying “no” or giving prospects options is a sensible thing to do.