I was shopping for a suitable e-reader. I looked at Barnes and Noble. I looked at Target. I looked at Wal-Mart. I looked at Best Buy. I was surprised how few sales people knew anything about the devices. I should have stayed home and looked on Amazon.com, BestBuy.com, ebay.com or BarnesandNoble.com. That’s where the real answers are today.
How much do you know about your competitor’s pricing and products? Have you researched the competition?
Better still, how much do you know about your product and services?
Do you know as much information as there is on your web site?
Odds are, you don’t know much…not near as much as your customers know. They are online RIGHT NOW checking what you have to offer against what everyone else has to offer. Woe unto you if you don’t know when they call. You do know (don’t you?) that people who call you on the phone are either frustrated with facts that are NOT easily accessible on your web site, OR they are on your competitor’s site looking at the answers you haven’t provided for them.
It’s a whole new world. People who are told what the competition is doing can find out with one or two clicks…and they don’t have to wait for you to take their call. They don’t have to wait in a cue being told that their call is very important to you. Customers have more access (and are using it) to more information today than ever before. They are over your lack of information or response. You simply can’t fool them like you used to.
Go to school on your competitors. Go to school on your web site. Your customers are already there.