TELL ME YOU KNOW…WHEN YOU DON’T
When did it become wrong to use the words: “I don’t know”?
When I come into your business, I’m probably going to have questions. Whether it’s about the product or service I’m interested in or perhaps some alternatives you may offer. Hell, I may even ask about your competitors and how your business measures up in comparison.
If you don’t know the answer to my question, the correct answer is you don’t know but you’ll find out. If we’re on the phone, the same applies. As your customer, I’m really OK if you don’t the answers to all my questions just so long as I know that you are working for me to get those answers. Customers are very understanding when we feel we are part of the process and not just left hanging.
The absolute wrong answer is some half-ass response. You, as the business, and me, as the customer or client, know you either just made something up, defaulted to “our service/product is awesome” or just made a feeble attempt to redirect me.
Solve my problem, don’t sell me with the wrong information.