Archive for September, 2013

Don’t Outsource Sales

September 5, 2013 2 comments

01_15_eset_robotI’ve said it before; the whole point of marketing is to get you, a.k.a. your sales team, in front of real, live decision makers. What happens if you outsource sales to technology or overseas? Here’s an example. My snarky additions are in parentheses.

Chat with: Visitor, Jeff
Jeff: Hello, thanks for contacting Preferred Law Team. My name is Jeff, may I have your name?
Visitor: Ben.
Jeff: Hi Ben
Jeff: How can I assist you?
Visitor: I was wondering who won the Alabama vs. Va. Tech game on Saturday? (A current event to assess who I’m really speaking with.)
Jeff: I see. Before we proceed, may I have your phone number and email to better assist you?
Visitor: Certainly.
Jeff: I see.
Visitor: Are you software or an outsourced, overseas agent? (When I first thought I wasn’t dealing with a human.)
Jeff: I am sorry as I am not allowed to disclose that information.
Jeff: Is there anything else I can help you with regarding our services?
Visitor: Are you human, or are you dancer? (Thanks Killers!)
Jeff: This is a real person
Visitor: So why didn’t you answer my first question?
Jeff: Our areas of practice include (but are not limited to) Real Estate, Finance, Civil Litigation, Mediation & Arbitration, Corporations, Partnerships, LLCs, Bankruptcy & Foreclosure, and Entertainment.
Jeff: Can you tell me a little about your case?
Visitor: Your response questions my belief in your humanity…
Jeff: I see. May I know about your legal matter?
Visitor: Can you answer my first question?
Jeff: I apologize, I don’t have access to that information
Visitor: It’s in the chat transcript. Hint…scroll up…
Jeff: Well, I’m not allowed to answer general questions. For more details you can also contact our office at: 801-727-4290.
Visitor: Can you help me with my delinquent mortgage?
Jeff: Would you mind explaining a bit more about your case?
Visitor: My mortgage is delinquent…and so is my child. Can you help with either?
Jeff: The attorney can help with this. Would you like to speak with someone on the phone?
Visitor: Why can’t you help Jeff?
Jeff: I’m sorry, I’m not an attorney and as such am not able to answer specific legal questions or give legal advice. May I have someone from our office contact you? They can assist further.
Visitor: So are you a lead gen bot?
Jeff: For more details you can also contact our office at: 801-727-4290. I’m sure one of our staff member will be happy to help you.
Jeff: Thank you for contacting Preferred Law Team.
System: The chat session has ended. (Way to hang up on your prospect!)

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Admittedly, I didn’t know a thing about this company except for an email they sent me. However, what they sent piqued my interest and I responded…only to get the proverbial phone hung up on me when I asked too many questions.

Would you trust your marketing budget to a technology based or overseas team?

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