Two years ago, Brad finally began his dream: to own his own insurance business. He had worked in the industry for years but always wanted to be the boss. Finally, the time seemed right. But, beginning a new business was a daunting task: Brad had much to accomplish. One of the first important items on his to do list was hiring staff. He began small, employing just three people. Honestly, he couldn’t afford more. He was just starting out.
As weeks progressed, Brad realized something immediately: His small staff could not handle its communication needs. Subtle, and sometimes outright, comments from potential and current clients expressed concern over the company’s communication.
One day, a potential customer, that was highly frustrated – left a message on Brad’s cell phone.
“Hey, Brad, this is Wayne. I’ve tried several times to get someone to call me back, but no one has. I hate to leave a message on your personal cell, but I just can’t get a hold of someone. I need to make a decision soon. If I don’t hear from you, I think I’ll have to go with another company. It’s just not appealing to never be able to get through to you or your staff. Please call me back. Again.”
In this situation, clearly the potential client was annoyed, and Brad was on the verge of losing lucrative business. Research tells us that when a company doesn’t answer the phone, 98 percent of customers will have an immediate negative impression. Research also indicates that 80 percent of people won’t even leave a message. Instead, they will hang up when their call goes to voicemail. If this happens several times, it seems likely the business will never earn these customers.
Another problem that Brad’s customers experienced was waiting too long for their calls to be picked up. Brad’s top saleswoman Janet was busy talking to another customer recently and did not pick up the other line for numerous rings. Eventually, she put the customer who had called first (possibly annoying that person) on hold to pick up the other call.
Here is what Janet encountered:
“I was just getting ready to hang up. I thought maybe I called the wrong business. This has happened to me before. I call, and your phone just rings and rings. Seems like you need help.”
In this situation, a current customer was beginning to sour on Brad’s business. She was losing confidence. Maybe Brad hasn’t hired enough staff? Maybe they aren’t trained well? Maybe Brad isn’t the best manager and doesn’t know what is going on in his own business? Maybe this isn’t the best company to handle my needs? These doubts lead to diminished confidence in Brad’s brand. His communication problems also may make his business look too small and not prepared for its challenges.
Further, it didn’t help that when Janet finally answered the phone, she was flustered. With too much on her plate, Janet was distracted. She wasn’t positive, and she forgot to mention the company name. It weakened brand perception, and all of these deficient characteristics added up to a poor experience for the caller.
In today’s online world, people who are dissatisfied often will make negative posts on a company’s site or take to social media to express their views. Thus, a company not only loses that business but possibly scores more. Conversely, research shows that 97% of customers will share great customer experience stories with others, leading to better branding and more success for companies.
Research conducted by WalkerInfo reveals that even more crucial than product and price is good customer service. Many business owners may wrongly assume that customers care most about the product and its cost; however, being treated with respect and professionalism are even more important, research shows. In fact, according to NewVoice Media, businesses lose an estimated $62 billion annually due to negative customer experiences. And WalkerInfo reports that in 2021, great customer service will be the key brand differentiator. Quite often, prices are comparable, but customer service is not. A business that answers its phone promptly and professionally will experience many benefits. Yet, what are small businesses or those on tight budgets to do to ensure great communication? They hire a virtual receptionist from Bennett Communication Solutions.
Again, research reveals that positive customer service interactions, which largely involve the phone, are necessary for business success. So, companies that are experiencing communication shortcomings or desire great customer service should use the outstanding services of a Bennett Communication Solutions virtual receptionist.
Its virtual receptionists are similar to traditional receptionists, but they are experts, and they are available 24/7. They handle incoming calls immediately. Customers never wait. There is no incessant ringing or voicemail. Every call is answered promptly by a live person who is rigorously trained. Then, the Bennett Communication Solutions virtual receptionists respond with the utmost professionalism. They answer with a customized, tailored greeting that shows concern and care. They are trained to be friendly, enthusiastic, patient, and consistent. They also are trained to listen carefully and record messages precisely for staff members. These virtual receptionists can schedule appointments, route calls, and supply requested information.
Further, they are trained to be knowledgeable about the particular business. Thus, they can solve problems and speak about the company accurately.
In the case of Brad and his company, they eventually became aware of their communication problems. They came to understand that customers were displeased by unanswered calls. Yet, they might not even realize the many other benefits they and their customers would experience with a virtual receptionist from Bennett Communication Solutions:
- 24-hour, 7 days a week phone service, so they never miss a call or potential business.
- Information and solutions provided to customers so as to free up staff members to be more productive and focused.
- Positive branding, resulting from a friendly, enthusiastic, and knowledgeable receptionist – a great first impression!
- A remote team member who can handle many responsibilities – and less expensive than hiring a traditional receptionist.
Rather than employing an in-house receptionist, Brad could hire a virtual receptionist at a much lower cost. The consumer news company Consumer Affairs indicates that more and more companies are hiring virtual receptionists because of their many benefits, but also because they cost significantly less than filling the communication needs with full-time employees.
Next time the phone rings at Brad’s office, hopefully that call will be answered in the best possible way: by a Bennett Communication Solutions virtual receptionist. Then, not only will Brad’s dream of owning his own business be realized, but the ultimate dream of owning a successful one will be coming true.
