Why are so many SMEs useless?

[Mr D]

I like HMRC’s approach to calling someone.

‘Before we can proceed, I’ll need to ask you a couple of security questions’.

Hang on...

‘You called me! You need to answer MY security questions’.

I refuse to answer security questions on a number I have not looked up and rung.
People give out personal information about date of birth etc way too easily.

I ring the bank on the number I have in my paperwork for them then fair enough, they ring me the best they can do is tell me who to speak to when I ring them back on the number I have already.
There have been occasions the bank call centre has been unaware who that section is and who that person is.

 

[STDFR33]

What has always amazed me is that my small business with 3 employees could answer the phone usually within 4 rings but a phone company like British Telecom took over 45 minutes to answer theirs.

And don't even try to phone Panasonic. They invented call waiting!

Everywhere I've worked has had a similar approach.

Where I am currently working, the phones just ring and ring and ring. I get strange looks for answering my phone promptly. Bizarre.

 

[DavidWH]

I like HMRC’s approach to calling someone.

‘Before we can proceed, I’ll need to ask you a couple of security questions’.

Hang on...

‘You called me! You need to answer MY security questions’.

I do exactly the same, they don't usually understand why I won't tell them anything.

 

[Deleted member 59730]

Where I am currently working, the phones just ring and ring and ring. I get strange looks for answering my phone promptly. Bizarre.

At the Y&R ad agency in the seventies the boss got so fed up of phones in their offices not being answered that he started making a phone call each week when he would give £100 to whoever answered the extension withing 4 rings.

 

[STDFR33]

At the Y&R ad agency in the seventies the boss got so fed up of phones in their offices not being answered that he started making a phone call each week when he would give £100 to whoever answered the extension withing 4 rings.

That's not a bad idea, though I don't agree with rewarding someone for doing their job (that they are already paid to do) to a good standard.

I used to work for a large freight company and the sales director would regularly phone customer services and sales to check on their response and telephone manner. They were never rewarded, but they got the odd bollocking!

 

[Dave Tidwell]

I have a rule called the 1990 rule in any community. Twitter, Facebook or even the community of small businesses.

The 1 in 1990 is the percentage that will make it. They have the guts, energy and wisdom to be innovative, thought-leading and lead by example

The 9 in 1990 is the percentage that are capable of copying someone elses innovation (in part) or at least responding to it in some form

The remaining 90 in the 1990 rule that sit there and watch what they other 10% are or have done and say "WTF just happened or we have no idea what they are doing. Ignore it?"

Or, in Social Media Communities - the remaining 90% in the 1990 rule is the percentage that will assume as fact the opinion of the first 10%

Either way, the 90% are the idiots that will never shine and never break out and differentiate.

So, is your business a 1%'er, a 9%'er ?

It doesn't sound like a 90%er so far!

 

[Alan]

I definitely often feel like part of the 90%

 

[Pish_Pash]

I'm in the 60% ...but then again, my maths/percentages never were much good.

 

[The Byre]

What has always amazed me is that my small business with 3 employees could answer the phone usually within 4 rings but a phone company like British Telecom took over 45 minutes to answer theirs.

Had another one last week - customer loos were smelling funny and I wanted some other plumbing work done. One of the people here said that her neighbour was a plumber and that he was struggling to find work.

OK, so we called him - twice! Nothing. Never an answer or call back.

Left a message with the usual guy and his team were here the next day. Loos now smelling as sweet as roses!