Quick Phone Response Times Win Customers

Think responding to customer phone calls is less important than in-store customer service? Think again.

According to a 2012 consumer survey conducted by voice-marketing automation company Ifbyphone, customers on hold for more than a minute are less likely to buy from or refer a particular brand. An impressive 59 percent are more likely to buy from highly responsive brands, and a whopping 73 percent of customers are likely to recommend the responsive brands to others.

When asked if customers had ever switched brands due to poor response time, 44.4 percent reported that they had. An additional 33.7 percent say they would have switched brands if there weren’t restrictions.

“If a prospect can’t talk to the right person immediately, your chances for making that sale are dramatically reduced,” says Ifbyphone CEO Irv Shapiro. “These results show that delayed connections not only lose sales, but also seriously jeopardize the company’s ability to generate brand advocacy.”

Few Businesses Consider Response Time

It’s important to set your business apart by making sure your staff responds quickly. The problem is also more widespread than many brands may realize. While 51 percent of sales calls are answered within a minute, only 21.5 percent of customers receive the same treatment. In their last calls, 78.6 percent reported being on hold for more than a minute.

According to Ifbyphone, some companies respond to customer calls within seconds. Radio Shack, grocery chain Wegmans and 7-Eleven all respond within an average of three seconds. Some of the more unresponsive companies include Ikea, Apple and Ruddick Corp (Harris Teeter Supermarkets, Inc.), with Apple and Ruddick Corp taking more than three minutes to speak with their customers.

Leave a Reply

More From Business Management...
2016 Top 100 Growers List

February 18, 2017

Top 100 Growers Survey for 2017 Is Now Open!

Operations with more than 400,000 square feet of environmentally controlled production are eligible to take the survey, which only takes a few minutes to complete.

Read More

February 17, 2017

How to Keep Customers Coming Back With Top-Notch Service

A recent article on Forbes.com outlines seven ways organizations can take their customer service from good to great and beyond.

Read More
Tom Foley, WaterPulse

February 17, 2017

Industry Veteran Tom Foley Discusses His New Role as Vice President National Sales At WaterPulse

Foley, a greenhouse industry veteran who was most recently with EuroAmerican Propagators, will be responsible for North American sales of WaterPulse’s patent-pending capillary mats and associated irrigation systems to nurseries and growers.

Read More
Latest Stories
2016 Top 100 Growers List

February 18, 2017

Top 100 Growers Survey for 2017 Is Now Open!

Operations with more than 400,000 square feet of environmentally controlled production are eligible to take the survey, which only takes a few minutes to complete.

Read More

February 17, 2017

How to Keep Customers Coming Back With Top-Notch Servic…

A recent article on Forbes.com outlines seven ways organizations can take their customer service from good to great and beyond.

Read More
Tom Foley, WaterPulse

February 17, 2017

Industry Veteran Tom Foley Discusses His New Role as Vi…

Foley, a greenhouse industry veteran who was most recently with EuroAmerican Propagators, will be responsible for North American sales of WaterPulse’s patent-pending capillary mats and associated irrigation systems to nurseries and growers.

Read More
EuroAmerican Propagators Greenhouses

February 14, 2017

Suppliers Comment on Plant Genetics’ Fate After EuroAme…

Since the operation’s bankruptcy filing on January 23, 2017, suppliers associated with EuroAmerican Propagators have updated Greenhouse Grower on what the operation’s bankruptcy means for them – and how it will impact grower customers.

Read More
Bill Hoffman at Hoffman Nursery

February 14, 2017

Hoffman Nursery Has a New Head Grower

Bill Hall brings more than 30 years of experience to Hoffman. In the past, he has worked for Carolina Nurseries, AG 3, and ArborGen.

Read More
Jaime LeFlem, Pleasant View Gardens

February 10, 2017

Pleasant View Gardens Taps Jaime LeFlem as New Sales Ma…

LeFlem, who will manage Pleasant View’s finished and garden-ready programs, says that despite some market challenges, he still sees plenty of room for growth.

Read More
Janeen Wright

February 9, 2017

Don’t Let Millennials Take GenXers off Your Plant Radar

We’ll miss opportunities to sell plants if we focus on Millennials too much at the expense of other age groups.

Read More
Floriculture Sustainability Initiative Web

January 31, 2017

European Growers Move Forward With Floriculture Sustain…

During IPM Essen, members of the initiative introduced new efforts targeting social environmental standards such as working conditions, water use, and more.

Read More
MANTS

January 30, 2017

MANTS Kicks Off 2017 Growing Season With Record-Breakin…

More than 10,000 people walked through the trade show on the first day of the event, which welcomes growers, retailers, and others to keep up with the latest green industry trends.

Read More

January 25, 2017

59 New Members of Congress Need to Hear from You, SAF S…

Retailers, wholesalers, suppliers, and growers coming to the Society of American Florists' (SAF) 37th Annual Congressional Action Days, March 13-14 in Washington, DC, have a lot of explaining to do. There are 59 new congressmen and senators on Capitol Hill, and this freshmen class needs a lesson about floriculture.

Read More
bouldin-lawson-pro-sticking-line-at-north-creek-nurseries

January 25, 2017

State of the Industry 2017: Growers are Ready to Invest…

Greenhouse Grower's 2017 State of the Industry Survey revealed that grower investment in technology is imminent due to the cost and availability of labor, to improve efficiency, expand their growing operations, and allow employees to concentrate on higher value jobs that are less labor-intensive.

Read More

January 24, 2017

Beekenkamp Plants B.V. to Take Over Marketing Sunny Ost…

Beekenkamp Plants B.V. will take over Sunny Holland B.V.'s marketing activities as of July 1, 2017, and begin offering Sunny Osteospermum to the supply chain.

Read More

January 24, 2017

Growers are an Aging Demographic, 2017 State of the Ind…

Owners and upper management of growing operations in the horticulture industry, not unlike others in agriculture, are aging, according to Greenhouse Grower’s 2017 State of the Industry Survey.

Read More
Biocontrols and beneficials absolutely can be used in outdoor production, with the use of banker plant systems

January 24, 2017

Growers Becoming More Sustainable but Most Think Climat…

Greenhouse Grower's 2017 State of the Industry Survey revealed that growers are adopting biocontrols and organic production, yet 58% of growers said they don't believe humans can control climate change.

Read More

January 24, 2017

State of the Industry Survey Says 2017 Will be a Year o…

Growers, suppliers, and researchers who took Greenhouse Grower’s 2017 State Of The Industry Survey say they are ready to drive change and profitability in horticultural businesses.

Read More
Bee BMPs

January 24, 2017

Here’s a New Guide for Growers on Best Management Pract…

The Horticultural Research Institute, the research foundation of AmericanHort, has released a guide on “Best Management Practices (BMPs) for Bee Health in the Horticultural Industry.”

Read More
Spring Meadow Nursery Fire

January 17, 2017

Two Major Growers Recovering and Rebuilding After Fires

The blazes occurred at Dan Schantz Farm and Greenhouses in Zionsville, PA, and Spring Meadow Nursery in Grand Haven, MI. Both companies say no employees were injured, and they plan to pull together and stay on schedule for the remainder of the year.

Read More

January 10, 2017

5 Can’t-Miss Events and Activities at TPIE

The Florida Nursery, Growers and Landscape Association’s Tropical Plant Industry Exposition (TPIE) is fast approaching. As you plan your trip, here are five can’t-miss highlights from this year’s show.

Read More