This has been covered several times in this blog and several others. However, it’s always good to remind ourselves that marketing has really been grappling with the issue of customer privacy. Telemarketing, in particular, gets a sizeable load of flak from both consumers and business owners alike.
In the following, you will find a brief overview of some of the most common complaints faced by B2B telemarketers that have ties to alleged violations of privacy.
- Asking where you got their number – The question alone already indicates a prospect is not pleased with being called. These days though, it’s hard to differentiate business owners who are truly careful about where they place their contact information and those who sound like they do but their practices say otherwise.
- Calling at a bad time – Whereas consumers don’t like being disturbed in the comfort of their own home, business owners don’t like being called during both busy and break periods of their work day. Those periods may be on the opposite poles but they both serve the same purpose of making sure productivity is both smooth and stress-free.
- They’ve already told you not to call back – Arguably the most dangerous complaint, partly because there plenty of reasons for why. These reasons can range from mild preference (e.g. they would rather get email) to outright rejection of your services (e.g. they want their info of your calling list).
- They want to confirm your business identity… the hard way – These people are not satisfied with being shown a website or hearing testimonials. They want everything from the location of your business to even actual permits for your trade. Consider it the extreme version of them demanding to know more about you because you somehow manage to learn about them.
Now that you know the common complaints, you should know that the common solutions involve both the right rebuttals and solving problems within your own telemarketing campaign.
- Maintaining your list – When you constantly check for wrong numbers, changed entries, and the sources of raw contact data, you’ve already got the answers for your prospect’s complaints. You can remind them where they submitted their information. You can avoid calling businesses that are no longer there. You know which ones don’t wish to be called or want to be contacted in another way.
- Keep an eye on the clock – This covers both checking the time zone of your prospect (in case of international calls) and just simply being aware of how general work day flow in your neighborhood. Take note of the time where prospects are most willing to receive and schedule your calls around that.
- Be real – When you need to redirect evidence to your prospect, they’re more likely to believe you when you use materials that are authentic. Have a picture of your leaders ready. Give them an address they can actually look up (or even visit). Identities are so easy to fabricate over the phone or online. Don’t be one. Be real.
The need for reinforced privacy is something you’d expect when you look at just how much information is available today. And yes, sometimes it gets too much that it worries people. Luckily, the solution remains the same. You give the most respect to privacy just by simply following good telemarketing practices.