Do you know why first impressions matter for business success? It’s because of a phenomenon that famous business author Malcolm Gladwell refers to as thin slicing. Thin slicing means that we often make judgments within the first few seconds of meeting someone. These can range from whether a person is trustworthy to whether one should do business with them. So, if you want to win over new customers, it is critical that your small business handles inbound customer inquiries the right way. But what’s the right way? The answer is simple. Excellent customer service.
When it comes to customer service, consumers are becoming increasingly demanding. The 2014 Global Customer Service Barometer study found that 60% of respondents who intended to conduct a business transaction or make a purchase decided not to after a poor service experience. The study revealed that customer service was the second most important factor that people consider when choosing a company to do business with, and it’s defined by three things: 1) knowledgeable representatives who can satisfactorily answer customer queries; 2) personalized service; and 3) thanking customers for their business. Raise your hand if you think this can be accomplished through voicemail.
Having a telephone receptionist service answer your calls may just mean the difference between a thriving business and a failed one. And with today’s small business landscape being so competitive, you have to be on top of your game at every turn. A simple phone service just will not do!
Here are three non-negotiable elements that will ensure every call your business receives is a success:
If your small business is running on an even smaller operating budget, then look for an answering service that gives you the biggest value for your money. And make sure ‘excellent customer service’ is permanently on your radar.