I was having a conversation with a couple of prospects the other day.
Afternoon sunlight cascaded through the conference room downstairs, but it was the only source of light in the room.
Otherwise, we could have been in a cave, tens of thousands of years ago; that’s how primitive the conversation was.
After I assessed the lack of quality in the script they’re using to handle inbound sales leads, one of them blurted out:
“I can get anyone to write a script!”
Of course, that’s exactly what you did. You have anyone to write the current version, and that’s why:
(1) It is not giving results, enough conversions from queries to appointments;
(2) Your people aren’t using it because it doesn’t flow, like a natural conversation; Y
(3) You are seeking professional help at this time. If the script was good, or you were effective in implementing it and managing your people to perform it well and consistently, you wouldn’t be sitting here, would you?
Before you get the idea that all my prospects are stupid, let me make it clear that they are not. They are usually quite successful and their problem is not intelligence.
IT IS LACK OF RESPECT.
As my professor, the famous management guru Peter F. Drucker, said: “We will not succeed in any area that we do not respect.”
Frame these words!
Most people have no respect for customer service, telemarketing, and sales work; in large part, because they don’t understand it and think it’s easy, which implies not true ability, but “ability”.
Unfortunately, there isn’t a school you can attend that will teach you respect. This is supposed to happen in one’s upbringing, along with its behavioral manifestation: good manners.
As long as people do not respect the work that I have described above, they will be unable to improve it.