If you ever thought customer communication is over-rated, consider this simple fact: 70 percent of consumers are willing to spend more with companies that provide excellent customer service.Read More
Time is money for lawyers
In order to increase productivity, lawyers hire answering services to focus more of their energy on billable items. The problem: not all answering services are created equal.
What happens when you realize your answering service is more of a hindrance than a help?
If you still manage client intake or still answer calls from clients after hours, you need a new answering service. Read on to reveal three unmistakable signs you’ve chosen the wrong answering service for your practice.
It’s impossible to make everyone happy all the time, and owning a business practically places you in the hot seat. Those customer complaints are sure to come. It’s how you handle them that makes all the difference.
Answering calls from angry customers is just one stressful task small business owners have to handle. And it’s important to handle the situation just right: 55 percent of consumers would pay more for a better customer experience.Read More
You want to be as hands-on in your businesses as possible, but sometimes delegating certain tasks to other people is the best solution. Answering your own phones, for example, is one of those tasks that would be better handled by a receptionist or answering service.
If you’re answering your own calls yourself instead of delegating to a receptionist or an answering service, you could actively be harming your business in six very significant ways.Read More
This week we’re sharing a post from one of our favorite social media friends, Steve DiGioia. Steve is a renowned customer service trainer, author and speaker, and shares a ton of great advice on his blog. One of our favorites is a post about the service lessons he learned by being a plumber first. It’s an interesting perspective that’s valuable – no matter your industry.
We all know what it feels like to be on the receiving end of an exceptional customer service experience: your belly gets warm, your heart races a bit, you smile a bit easier and you just feel good.
I’m going to say it: great customer service makes a person feel loved.
When your customers feel cared for their loyalty skyrockets, you generate more business through word-of-mouth and you feel good for giving your customers the type of service they can’t find anywhere else. And now there’s scientific proof that great service feels just as good or better than kissing someone you love.
You’ve taken your company from a tiny, one-person show operating out of your basement and turned it into a business that’s expanding quicker than you can utter the phrase, “I need help!”
Your revenue stream is steady, your product is selling like crazy and you have a strong customer base. This is amazing, fantastic, everything you ever wanted – except for one problem: you don’t have the time to deal with all those customer calls on top of your other responsibilities as a business owner.
No need to panic; this is why live receptionist services exist. The right answering service can make a bigger difference in yours – and your customers’ – day-to-day life than you might think. Let’s take a look at the three major reasons why you should work with a live receptionist service.Read More
Advice from some of our favorite customer service experts, managing some of the most difficult customer personalities and three companies that have gotten their service way wrong highlight some of the most popular customer service posts on our blog in 2016.
As we wrap up another amazing year, we like to check out how our blog performed: our analytics give us some deep insight into what our readers enjoyed (and could do without) and let us know what we need more of in 2017. And we see very plainly that you love advice from some of the most beloved customer service and experience experts in the industry. You can anticipate more of that next year.Read More
The end of the year is headed toward us at full steam. Everyone has the same thing on their minds and it’s this: do I really have to get on a treadmill in January?
Seriously. Who else has a mortal fear of exercise?
There’s nothing quite like a year coming to a close that creates a sense of urgency. Whether it be personal bargaining (I solemnly vow to never down an entire bag of Cheetos after January 1st) or related to your business, creating annual goals is an exceptional way to kick off a new year.
If you’re a small business owner, you’re taking stock of what helped your business to grow in 2016 and what can be improved in the upcoming year.
One area you should assess is your customer service plan (yes – we think it deserves its own plan). You need ask yourself what your customers liked, what they didn’t and figure out how to incorporate those changes in a way that makes sense for your business.Read More
Forget the yule tide! There’s no time to enjoy the holidays when you own a business. At least, that’s what business owners proclaim as the holidays bear down and time moves faster than ever.
Managing work-life balance during the last few months of the year is stressful. But it’s completely possible to run your own business successfully AND enjoy all the holiday gatherings your heart can stand.
Here are five ideas that will help you get the most out of the holidays while running a business. No booze required.Read More