Why We Answer the Phone
One of the comments I hear most often is:
"I can't believe you answered the phone."
It usually makes me smile.
These days, it's becoming harder to speak to a real person. You call a business and you're greeted by a recording, asked to press a number, or sent to a chatbot.
Technology has its place. I use AI every single day and I'm always looking for better ways to run the business.
But I still answer the phone.
Not because I have to.
Because I learn something almost every time it rings.
Today, before lunchtime, I answered around half a dozen phone calls. None of them resulted in a sale.
From a business perspective, you could look at that and think it was a wasted morning.
I don't see it that way.
One lady was looking for a very large shower chair. As we talked through her situation, it became obvious that buying one probably wasn't the best option. Instead, we discussed hiring a shower stool. It suited her needs much better and cost far less.
Another customer simply wanted to ask a few questions before making a decision.
Other callers were just relieved to speak to a real person.
One even said, "At last, someone who answers the phone."
Those conversations remind me that people aren't always looking for the cheapest product.
They're often looking for confidence.
Sometimes they just need someone to listen for five minutes.
The phone also teaches me where we can improve.
If I keep answering the same question, perhaps the product page isn't clear enough.
Maybe the buying guide needs updating.
Maybe we need a short video.
Every conversation is feedback.
Yesterday reminded me of something else.
My phone froze. I switched it off and, in the middle of a busy day picking and packing orders, completely forgot to turn it back on.
When I finally checked it, I found an email from a lady who was understandably upset. She'd tried calling several times and had even sent a text message. She was frustrated and wanted to complain about a walking stick she'd purchased.
As I read further, I realised something.
She'd contacted the wrong company.
I could have left it there.
Instead, I rang her.
We had a lovely conversation. It turned out she needed a walking stick for someone just under five feet tall. We talked through a timber walking stick that could be cut down to suit, and by the end of the call we were both laughing about the mix-up.
The conversation also gave me another idea.
Perhaps we should look at stocking shorter adjustable walking sticks.
That's what I love about talking to customers.
Even when they aren't our customers.
They teach us how to build a better business.
Technology helps us work smarter.
Conversations help us understand people.
And I hope Mobility Plus always has room for both.
You might also like
• Why We Started Offering Rentals
• What Customers Teach Me Every Day
• Our Walker Buying Guide
• Our Wheelchair Buying Guide
Thanks for reading.
Until next time,
Kellie Chapman
Owner, Mobility Plus
From Kellie's Desk
Running a small family business means no two days are ever the same. These are some of the stories, lessons and little moments that don't make it onto a product page, but are part of who we are at Mobility Plus.