Don't leave clients hanging on the telephone
Published
12th Jun 2013
by bathamm
Hair salons are at serious risk of losing business by leaving clients hanging on the telephone for almost 30 seconds at a time, new research has revealed.
A survey of 3,630 UK companies by audio branding specialist PH Media Group discovered hairdressers leave customers on hold for an average of 29.65 seconds per call.
The implications for profitability are grave, says the company. Previous research has shown 50% of callers will hang up within 20 seconds if forced to listen to silence while on hold.
"These results represent a significant challenge for hair salons and could pose a threat to profitability," said PH Media group sales and marketing director Mark Williamson.
"Callers are simply unwilling to wait on the end of the line while subjected to silence, muzak or beeps so firms are putting themselves at serious risk of losing business.
"Good call handling is often overlooked as a key sales and marketing tool but the telephone still acts as an important touchpoint and first impressions count. If each caller enjoys a positive experience, customer service standards will go through the roof."
