Do You Want Diamond Class Customers?
Building lifelong relationships ...
Posted by Jacqui Frost on 06/06/2013
They say that Diamonds Are Forever, I don't know about you but wouldn't it be fantastic if customers were the same? I've been in business nearly 8 years now and while I have many customers that have been with us for years, and a fair few since the very early days; some of them have come and gone ...
if James Bond was to call, would it go to voicemail?
We have developed a strange pattern over the years. Our services work very well for small start-up businesses, and that is where the bulk of our clients first come to us. Helping them present a professional image and allowing them to answer the office phone even if they are out is crucial at the beginning of any business.
"When 80% of callers ringing you for the first time will move onto the next business on the list if they reach your voicemail, can you really afford not to answer the phones?"
Having helped our clients to build their business, they quite often grow to a point where they need to hire staff. One of the first jobs they give their new employee is answering the telephone. In the minds of some people, if you have someone based in the office then there is no need for a telephone answering service.
I had a conversation with a client over this very subject the other day, she has a member of staff working part time in her office and expects to increase their hours to full time in 6 months or so. She expects that she then won't need our services. When we looked at the calls we had taken for her over the last 3 months, it turned out half the calls were when her office was staffed by one of the two of them.
You see when her clients know that she is in the office they will ring her - and if she is on another call they reach us rather than getting an engaged tone! So when clients first come to us saying they have recruited in house, we usually suggest they simply move down to our basic package so they can still benefit from not missing a call.
What we can then see is as businesses grow bigger and gain some real momentum, they come back to us or up their package as they use us to handle their overflow calls. You see, when a business is thriving, you don't want to lose momentum by missing any enquiries coming in. Answering the phone is also a key part to a consistent customer experience which is crucial for any business to survive these days.
"There are three of us, we can do it ourselves" or "all calls go to my mobile" are things we quite often hear. But as one of our clients in Bristol said recently, "the day I signed up with the Genies the whole service paid for itself. A major new client called when I was out of the office. I would have missed that call, but they got a friendly Genie who took a message and let me know. It was an amazing first impression and massive weight off my mind. I love not having to worry about answering the phone."
Creating any lasting relationship is about finding those perfect moments on which you can build so that you can withstand the rough patches. This is as true in business as in life and starting and continuing those relationships in the right manner will make all the difference. Another of our clients, Tim from Apollo Blinds says "my customers regularly comment on how lovely the ladies in my office are. I agree, they are great - I couldn't run my business without them!"
For diamond class customers you need to treat them carefully. If you know you need to improve first contact or you need to maintain personal customer service without using voicemail during the day, then call us on +4 (0) 845 901 1803 to discuss our Telephone Call Handling service or click here to ping over an email and we'll call you right back.
Be magical ...