Don’t Get Caught With Your Pants Down
I received an email from a radio station yesterday alerting me that the station was receiving calls from listeners who had tried to call the advertiser (our client) - but the person answering the phones at our client's office didn't know anything about the offer mentioned in the ad.
Considering the high cost of advertising, and the comparatively low cost of informing you staff, this seems like a pretty big no brainer.
For goodness' sake, if you're running advertising, make sure everyone in your office is able to speak about it intelligently. The cost of one single lead can be HUGE for many companies - so a mistake like this can be very costly.
By the way, going a step beyond answering phones and knowing what the heck is going on, including your employees in plans and engaging them with information will yield more interested workers who provide better service.
So there you have it.