May 10th, 2014
Ever outsourced your appointment setting process and found yourself making complaints? Prospects aren’t showing up. Sales aren’t closing as well as you hoped.
In all honesty, you are entitled to get what you pay for. But if you learned to critique more and complain less, that would be a better way to maximize your ROI.
The term complaint has a negative connotation in both sides of an outsourcing relationship. It both implies that one side is a nag and the other is an unreliable service. How is a critique any different?
- Complaints are more biased – According this article, people who complain are surer of themselves in a sense that they claim no responsibility for a bad outcome. This clearly leads to a biased tendency. On the other hand, a critique can be more objective. It weighs all possible causes for, in your case, why an appointment went wrong. It also evaluates the performance of its salespeople as much as the outsourced appointment setters.
- Critiques offer solutions – When you make so many complaints, a good outsourced appointment setter already knows it’s doing something wrong. However, even the best can only know that much. The finer details of what they’re doing wrong or how they can do it better to your liking requires more input from you. A critique is a lot closer to collaboration than complaining.
- Critiques study costs – Since this is about appointment setting for accountants, it would make more sense to study the costs. Complaints however aren’t necessarily formulated after a thorough research on how much your typical campaign might cost. You’d have a slower time filing them one after the other.
- Complaints tend to be knee-jerk – Finally, it’s fairly obvious that complaints are more knee-jerk than a critique born from long analysis and a bit of patience. You can’t really judge the effectiveness of an appointment setting campaign just from the first bad leads. Seeing it through to the end gives you the complete picture.
The good thing about complaints however is that they act as a wake-up call for both you and your vendor. They call you to help your vendor understand how to serve you better and vice-versa.
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