Here’s a real-life story about a firm which has recently rebranded with a new visual identity, and lots of messaging about client focus and responsiveness.

So what happens when you ring someone?

The phone rings…

And rings…

And rings…

No acknowledgement or voice messaging system “kicks in”. This happens if you call a direct line or the switchboard.  It’s not just a “one-off” as this has been the experience of a contact of mine on three separate occasions.

I’ve no idea how much the “rebranding” cost. But the firm isn’t meeting minimum expectations on this. Maybe some of the budget should have gone on the phone system and making sure staff understand the significance of responding.

As I sometimes say –could this be happening in your firm?    And if so, how much business might you be losing?

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