Both hands are busy. The phone is behind the counter.
Rylie answers while you are with a customer, gives the hours and the address, and takes the hold or the callback you would have lost.
The call you get twenty times a week.
Your hours, your holiday closures and your hold rules. Stock stays with the people who can see the shelf.
A recording of a call to F. Kowalski. Transcript:
- Caller: Do you have the walking boots in a ten, and are you open past five.
- Rylie: We are open until seven. I cannot see the shelf, so I will not promise the ten. The counter can check and call you back.
- Caller: Please do. Will you hold a pair if the ten is there.
- Rylie: The boots go behind the counter under your name until close tomorrow.
Outcome: Booked, Held to close tomorrow, written to Written to the calendar.
What it answers, what it books, what it refuses.
Pick a line a caller says. The right hand side is what Rylie does with it in your trade.
Are you open on a Sunday.
Answered from your notes
Not every caller books. Every caller gets written down.
Someone wants a price you have not set, or a callback on Tuesday. Rylie takes the details and writes the card into the CRM you already run.
It never quotes a price it was not given.
Other industries
Your phone rings tonight. Someone should answer it.
Thirty minutes, and you will hear Rylie answer a call in your own trade.