Appliance Parts of Oxnard

started calling at 8 am at one number (02). Did say to leave number for callback, however, this didn't give the hours of operation. So, I called the other number listed and got voicemail (appx 8:30). This one did say they're open 8 to 5 at the end of the recording. So, I go in. I first told the gentleman at the counter what I wanted. Then I told him that I'd been trying to call and would go to voicemail, etc. His reply "about what time did you call?" I told him it was at appx 8:30. His reply "I was real busy", I couldn't answer the phone. I only wanted to know what time you open!!!!! And luckily, I happened to call the second number ! But I wasn't sure now, they don't answer the phone. Having had many clients in the fortune 50, I just don't understand your philosophy. OR, maybe making money (more), is not one of your priorities. Every call to you represents an opportunity for a sale, AND enables you to "preview" your customer satisfaction skills. If you treat them right and know your product and project you're happy to do it, you'll probably have a customer for life, AND he'll tell everyone he/she knows.



Recommendations:



Make sure all of your employees are aware of all the company goals including Cust Svc, sales, etc. Establish your/company's expectations, and ensure this happens (evaluations, etc).



Change your way of handling your calls. Make sure your V-mail recordings are appropriate regarding your busy times.

Have a backup answer the phones and help.