We recently just conducted a survey of 41 Home Inspection Companies and gained a little insight on a potential problem area.  We all know how frustrating it is sometimes to try and call a company when you are looking to have something done only to come across having to leave voice-mail, or feel like you have to contact three or four businesses and in the end you are left wondering why you feel like you have to pull teeth in order to give some business your money?  It's actually a very interesting fact, and it does leave you wondering if it's just you or you are just becoming too sensitive or impatient. 

So, before you go off thinking that this must be all you and you are just being impatient, let me throw some figures at you.  Of the 41 companies we called only 46% answered their phone, 12% of the calls went to voice-mail, and the remaining businesses 42% we could not get through to the Home Inspection company at all after three tries.  Out of all the Home Inspection companies we left voice messages for only one returned our call. 

In a slowed economy where the pace of home sales is not quite as fast as it used to be, most small businesses suffer the problem of not having sufficient cash flow to support bringing aboard and hiring extra help.  Which makes this is often a not so easily resolved problem.  But there are a few possibilities that perhaps may be worth considering.

1.  One of the easiest answer is to make sure that as a business owner there is always someone to answer your phone.  If it can't be you, then it HAS to be someone else.  Often, this is single most important aspect of customer service that you can provide.  And also, as can be seen, if you do answer your phone, then your chances of improving your level of business increases drastically.  And believe me, if the percentages we came across is anywhere close to being representative of the larger group then some serious attention needs to be given here. 

2.  Return calls promptly.  Based on our experience, half of the population didn't even care what the call was about.  This makes for a lot of good business left on the table for those who do care.  So even if you miss a call, try returning the call.  Chances are that your customer is still looking for a Home Inspection company.  You might catch them still and save the day.

3.  Try an answering service.  There are services out there that can help with this type of situation.  At least, you can capture the customer's information so that you can have an organized return call back to the customer and at least they will know that they will get their message returned.

4.  Hire an office person.  Of course this is requires a good level of business to support, however it's critical to the business success.

But I'd like to hear from several others out there on this topic.  What kinds of things do you do or have you done to improve this situation in your businesses?  What do you do to improve your level of customer service?