“We value your call” is your brand

Cm’on, what do you feel when you get stuck on a line waiting for someone to answer? Why are you treating me this way? I’m trying to spend money with you!

Government departments you can understand. You are their servants. Not V.V. as it should be. They really don’t care. “You wait and I’ll get to you when I’m good and ready.”

But when it is a commercial entity, and your name, image, brand is at stake, why eliminate a customer’s goodwill by leaving them to hang? It does not matter how good the music is, or how many nice commercial messages there are. You are losing brand loyalty.

Everything is your brand. Your emails, your tone of voice, your response times and your product or service’s performance. It’s integrated.Make the most of it.

Geoff Holt