How good is your business at handling new enquiries?

How good is your business at handling new enquiries?

Over the past six months, I'm sure you've needed to rely on many of your suppliers, but I'm sure one of your many discussions was with your accountant?

Furlough of staff, keeping the books in order and understanding how you take up opportunities to continue your own development and growth, or survival!

Throughout 2020, it's been clearer, more than ever, we all need new business. Amongst the madness, we are asking businesses "How many enquiries did you receive last week? Do you know what the conversion rate was?"

Typically, it's not uncommon that business owners don't always have the numbers to hand, but one thing they often do have is frustration that they feel they're missing out on money. We will hear a prospect say:

• I hear the phone ringing all the time
• I'm told we've had xxx enquiries this week
• I'm told we have xxx new clients
• I'm not told how much new business we have missed out on

What is likely is accountants have had more enquiries than ever, via existing clients and new prospects who need help. They either didn't have an accountant, or they were unhappy with the service offered by their existing accountant. Poor service, surely not!

You'd like to think it was obvious to an accountancy firm this would happen, and it would be a great opportunity to pick up new work and get that new business process right? Rightly, or wrong I wanted to test this.

We made phone enquiries to a number of firms as a potential new customer. The following 6 statistics highlight opportunities on potential improvement to help conversion of the lead and deliver a better customer experience:

• 67% team member asked questions to identify your needs
• 44% the team member used your name
• 43% received a clear explanation of the process and costs
• 67% were asked for their business
• 50% said team members were good ambassadors for the business
• 60% said the experience would encourage them to call the business again

The overall stats showed a 71% average score based on all enquiries made. Top scorer 93% with the bottom scorer 41%.

Away from the accountant's process, how would you rate your own business in handling new business enquiries? Out of a 10, is it 10? 9? 8? 7? What do you need it to be?

If you ever wish to measure the Customer Experience, be provided with solutions on how to improve, and the tools to fix it, I would be delighted to have a chat.

Ian.

Email: ian.sadler@insight6.com

Phone: 07891 631869

Website: www.insight6.com