Are You the Best Service Provider to Your Clients? Why Answering is Key
Let’s face it; we all work pretty hard these days to keep our businesses moving in the right direction. Revenue generated from customers is what drives the business, so you make that extra effort on a daily basis to keep them happy. But do they consider you one of their best providers? Or are you easily replaceable?
The Relationship Business
If service to your clients is a key part of your business model, then it is highly likely that good relationships are also important. Good and lasting relationships can be hard to come by in the business world, so when a client considers you to be one of their best providers, they are more likely to stay with you, recommend others to you, and be more forgiving if issues arise. Conversely, if they view you as just another vendor, they may jump ship at the first site of another provider with flashy marketing or a lower price.
Staying connected and building high quality relationships has gotten a bit more complicated in today’s world. In addition to answering the phone and in-person meetings, you can now manage relationships with clients and prospects through your website, FaceBook, instant messaging, Twitter, LinkedIn, and a whole host of other social media and electronic messaging methods. This also means there are a lot more opportunities for mis-communications to occur. The point is, when a client or prospect has a sincere need or question, the phone is still the go-to communication method.
Be the Best at Answering Their Needs
Your clients are looking for three key things: (1) good quality service (2) at a reasonable price and (3) the ability to reach you whenever they need you. For you to be the best in their eyes, you simply need to maintain a strong focus on these three items. Unfortunately, the third item is where we find most businesses come up short.
With all of the advances in communications, clients and prospects now expect an instant response, no matter what channel they use. Businesses that still rely heavily on voice-mail are unknowingly frustrating their clients. A properly customized answering service is quickly becoming a competitive advantage for companies to put their best foot forward by ensuring each call is answered by a knowledgeable and friendly live person, no matter what time of day or night.
Strong Relationships = Good Business
Now is the time to think about your own business. You and your employees are working hard, but how strong are your client relationships and could they be stronger? Do you have a current and detailed phone answering procedure? Do you know how many inbound callers don’t bother to leave a message when they reach your voice-mail prompts? Please share your thoughts; we’d like to hear from you.
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