First impressions count!
We all know that when we meet a new person it takes something like 3 seconds for them to form their first impression of you, so we all do our best to look good, put ourselves over well and so on.
You would never turn up at a meeting wearing dirty shoes, a creased shirt, hair unbrushed would you?
No of course not!
So why on earth is it that you expect your clients to have a sometimes second rate experience when they are calling you to enquire about your services?
Crazy as it seems, lots of businesses, from small one man bands right up to big nationals have a telephone answering system that leaves much to be desired and In fact can be downright frustrating for the very people you need to impress.
There is no surer way to lose hard earned customers than giving them a rubbish experience at the first point of contact with your business.
The answer of course is to outsource your telephone answering to us here at telephone-answering.biz where our professional call handlers take the call as YOUR reception , they will capture all the information you need right at that point of contact and reassure your client that they are valuable and will get a call back as soon as possible.
In short you never miss a call, you never lose a sale and most importantly those first impressions are absolutely perfect as far as you client is concerned.
You look great, your business looks great. Happy, confident customers! It’s a no brainer.
Telephone-answering.biz is the company to make your company succeed.
On a recent Hotel Inspector the advice that Alex Polizi gave the business owner was view your business through the eyes of your customer and in so doing would you can see what you provide as the first point of contact with your company and the customer experience given. Often the gap between service expectation and service delivery can be quite wide but this gives opportunity to improve and minimise this gap
This is so true when you evaluate your business. We are always looking at this mainly because I am out of the office for days at a time and can benchmark my service when my receptionists send me a message or transfer a call to me. As well as this I sometimes call in without my phone ID showing so again know how well the calls are answered. This way I always get what my clients get and so I have almost a daily idea of how they we are doing.
When I ran a well known Pizza franchise outlet I had to benchmark from day one because the store i bought was failing badly. Of course trying the products is one but again there are so many ways to evaluate how well your service is for the customer. I used to call customers weekly to see if they were happy with the service and product and was it hot enough on delivery. By doing this regularly the gaps began to show where the business was failing and after 3 months I implemented changes to improve the service, product and sales. These were simple to implement as it involved retraining the team and making sure the changes were effective again with asking my customers.
Just those simple changes gave me an increase of over 50% in sales.
An example of great service with poor follow up.
We asked a double glazing repair company to take a look at the windows in our home to get them repaired. They answered the call well and were quite friendly so this made me feel that this company will give me great service. The company came and took a survey of the windows in question and even gave me a tip on how to get the lock on my patio door to work. The sales person even sprayed the lock and it worked a few days later. I though how nice and great service.
They then let themselves down by not providing a quote or even contacting us again. I guess they have too much business.
I have to admit if they had answered the call in an unfriendly way then I would have not carried on with the conversation.
Imagine you’re on holiday, sipping a cold drink and listening to the water lapping on the beach
Relaxing, right? Not for my friend Tom
Tom is not usually stressed-out. For many people, Toms daily work would be hair-pulling stressful — he’s an estate agent who routinely deals with a multitude of nagging problems related to tenants, banks, property management, and rapidly changing valuations. But Tom routinely handles it all with steadiness and perspective.
So why was he stressed on holiday? The same reason most of us get stressed: frustrated expectations. Tom was expecting an important call on his mobile phone and he didn’t have signal where he was. He was experiencing the gap between what he expected to happen and what was actually happening.
That’s the underlying cause of stress and it’s afflicting us more these days than ever because our expectations keep rising, thanks in part to exponential improvements in our technology.
“How quickly the world owes him something he knew existed only 10 seconds ago.”He said. I fall into this trap, and most people around me do too. We expect more not only from our technology, but from each other and from ourselves.
So what can you do about the stress and frustration that comes from unmet expectations? You have two choices: Either change the reality around you (Not so easy to do) or change the way you run your business by making some changes.
Of course if he had used us (telephone-answering.biz) to answer his calls and either advise his customers he is away and we can get his assistant to deal with the problem. Tom would have had a relaxed holiday without stress and knowing his business is fine and all his customers are taken care offand of course return fully recharged to and ready to take on the challenges ahead.
The “zone.” Whatever you want to call it, at one stage or another, every one of us aspires to get there. It’s when we do our best work, achieve our peak performance. The ability to get in the zone can truly make the difference between a good day and a great one.
Getting there is hard. How can you do it reliably? I’ve had that thought rolling around in my mind for the past couple of weeks and trying to get the idea into a workable solution was very hard. I had to find a way to get my thoughts together and then put them on paper so I could make the idea flow.
The first time you sit down to do something or work on a project or idea, you’re not going to find flow; nor the second .Why? Getting in the zone requires activating the subconscious part of the brain. The very nature of it requires you not to be trying, not consciously thinking about what it is you’re doing — instead, you’re just doing it. Obviously, it is infinitely more difficult to achieve this if the activity is one at which you’re preoccupied or have too much on your mind. I am almost certain that nobody gets into a car for the first time in their life never having driven before and drive like a professional. Indeed my daughter (the back seat driver) used to tell me how to drive, then she started to learn and she realised how hard it can be and how easy we make it look as we do it without thinking.
If you are in the zone it’s all easy but this takes practice. Driving takes skill but most of us do this effortlessly after learning. This is because the subconscious part of the brain puts you in the zone.
Flow only works when the subconscious takes over from the conscious mind. Being practiced at what you do is necessary, but it’s not sufficient. This is where other techniques start to kick in: meditation is one but again you need to practice. I go for a swim or walk and this gets me in a state of mind where all I’m thinking about is the activity. This empties my mind and I usually am in the zone to think up new idea. And then of course, there are the days where you’re not getting into the zone no matter what time it is, how many coffees you drink or what music you’re listening to. And that’s OK. If you’re just not feeling it, cut yourself some slack. I have found that it’s better to listen to your body on days like these — particularly if your work is quality-of-output driven. Instead of working on the critical stuff, take care of the distractions — the emails, the phone calls, and empty your mind of the niggling to-do.
Here’s a recommendation I wrote for you.
Jet and his team have looked after the call answering for our business and clients for three years and, after a few very painful experiences with other telephone answering “services”, I’m glad to say we’ve found a company and service we absolutely love. I cannot recommend Jet highly enough, both on a personal and professional level, and would encourage anyone who values their brand and company image to speak with Jet about the support he can offer their company.”