HYXA / Insights
What your customer hears when you are not in the room
The owner always gets the good version. The customer gets the Tuesday version.
Write it down once, and stop explaining it forever.
We call, write and walk in as ordinary customers. Then we send the owner a recording of their own company.
What we measure
- Response time: how long from the form to the first human contact.
- The first sentence: greeting, name, or straight into "yes?".
- Questions asked: did anyone try to understand the need before quoting?
- The follow-up: does anything happen at all if the customer goes quiet?
What usually comes out
Not laziness. Usually no standard, no script, no owner of the enquiry and no answer to "what am I allowed to decide myself?". People fill that gap with improvisation, and improvisation is expensive.
Test it before your competitor does it for you.