How many times have you called a wrong number? At least a few times. You probably found out because the person on the other end told you that you were in the wrong place.

When a customer calls up your business phone number, how do they know they are in the right place?

You have to tell them.

It’s simple, I know. Unfortunately, many businesses don’t identify themselves when customers call.

I called the merchant account company that we use for our Family Says business and was greeted with an automated message. This message didn’t tell me which company I had reached but rather jumped right into the phone tree maze.

All the department options were generic and could probably apply to my merchant company but I was never sure.

Once I finally reached a human, I found myself having to hand over account information to a person that I could only hope was really from the company that handles my account.

Do your customers ever end up in this position? They shouldn’t!

The same day I had the trouble above, I called Authorize.net to ask a question. I was greeted with: “Thanks for calling Authorize.Net. You can press 0 at any time to talk to a customer service representative.” Then, only after telling me who they were and how to shortcut to a person, did they take me into the phone tree directory.

There was no confusion and I was free from any doubts about who I had reached.

Your customers have enough doubts as it is. Don’t throw one more at them by not clearly stating who you are when you answer the phone.

There is a simple solution: greet any incoming phone call by stating your company name.

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