24/7 Answering Services – A Sound Investment for Your Practice

Posted May 8, 2013 in 24 hour telephone answering services, 24/7 answering service by admin

When we hear the tragic stories of failed business practices, the numbers on the balance sheet often receive the most attention, but they are merely the ‘post mortem’ report, and not reflective of the real reasons for failure. The most prevalent reason of failure for a large number of businesses (or the reason they are stuck in mediocrity) is their inability to properly manage the expectations of those they are serving.

Did You Know….

When Leon Leonwood Bean opened his small business in his brother’s basement in the early 1900’s, he had one product; the Maine Hunting Shoe. If you are familiar with the story, you know that over 90% of his first production run sold to clients was returned because the boots simply fell apart. Although most of us would have crumbled under a disaster like this, Leon did not. He managed his clients’ expectations, informed them that he would deliver the quality product that he had promised, and then, after a rework of the initial design, he delivered on that promise. Today, L.L. Bean brings in over $1.5 billion in annual revenue and is recognized the world over as a provider of quality products with top-notch customer service.

Choosing For the Right Reasons

For service driven business practices, quality communication is always near the top of the priority list, but the process of running a practice has so many variables that it is easy to get distracted and lose your focus on this key priority. Engaging an after-hours or 24/7 answering service can help a great deal, but be sure you are doing so for the right reasons. There is a big difference between ‘getting help to answer the phones’ versus ‘seeking a partner who is dedicated to help manage client expectations when you and your office staff are not available’.

The New Communications Mix

Last month we talked about the new communications mix and how rapidly evolving digital communications are changing the business environment. Just being available to your clients isn’t enough anymore; you need to be available to your clients in the channels they prefer. The phone is simply one of the channels now, but, when done properly, it is still the most effective channel at managing client expectations, especially when sensitive, emotional, or frustrating issues are involved (Just ask L.L. Bean!). If you don’t currently engage an after-hours or 24/7 answering service, it may be time to consider one. If you do have a service, and you don’t think of them as a sound investment or a good partner, it may be time to start looking for something better!

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