Industries · Print, signage & reprographics
They ring to ask if you can do it, and by when.
A print counter's calls are nearly all the same two questions in different clothes. Answered well they turn into a job; answered with “I will have to check and ring you back” they turn into somebody else's job.
What your phone rings about
- “Can you print this size, on this material?”
- “If I get the artwork over this afternoon, when can I collect?”
- “What would five hundred of those come to?”
- “Is the job I dropped in on Tuesday done?”
Ava · inbound
What she does with them
- Answers the what-can-you-do and how-long questions from what you have written down, and never tells a caller you cannot do something because a search came back empty.
- Gets the quote out the same minute, before they have rung the shop down the road.
- Tells a customer where their job is up to, and takes the details of a new one properly — name, number and what they are actually after.
- Answers the evening and weekend calls, when a deadline is usually the reason somebody is ringing.
Sarah · outbound
What she does about the ledger
- Chases the account work once it has shipped, by email first and then by phone.
- Only ever says the firm sentence you wrote yourself, describing something you genuinely do.
- Stops the moment the payment lands.