Unfortunately I fell ill last week and had to cancel some appointments. Most were understanding (hey I don’t want to get you guys sick) some not so much. One disgruntled person said could have given us more notice. Hang on? It’s not like people plan on being sick….
It was then I wondered wouldn’t it be neat if there was a service that benchmarked small businesses call etiquette – the service rings up businesses and follows certain procedures to rank and score a business. This is then shared online for all to see. Then we can find out which are good to deal with and businesses can get a realistic view of their call staff.
Big businesses already do this (to a degree) but not in such an open format.
Imagine comparing a new hairdresser based on call manner. As Drucker says “what gets measured gets managed”… I think we’d rapidly see an improvement.