“Your income is determined by how many people you serve and how well you serve them.”
– The Go-Giver by Bob Burg & John David Mann
This quote perfectly describes the value of customer service in a way that directly impacts a business owner; their livelihood.
There is an underlying misconception when trying to grow a business that “the next big sale” is the secret sauce to get you to the next level. While that certainly helps, it is actually your current clients who are going to take you there. Keeping them happy with unbelievable customer service is the real not-so-secret sauce to long-run success.
The wonderful thing about the world we live in today is that you have the choice to give that level of service for a cost that is surprisingly less than you think – and a virtual reception service will help get you there.
Not only will a virtual receptionist help you excel at customer service, but they’ll give you back the time, funds, and energy you need to grow your business beyond your wildest dreams.
Let’s explore this in detail.
A virtual receptionist gives you time to do more
Time is the most valuable commodity for a business owner because you can never get it back. A virtual receptionist is a simple and quick solution that immediately gives you a return on investment. Imagine a new day-to-day routine where you can dedicate a few hours to your financial strategy because you’re not interrupted by the phone ringing. What if you decided to take a day with a social media expert to build a new campaign? Now you can because your virtual receptionist allows you to be unavailable for the day, but not your business. You could also take a Friday afternoon out of the office and spend it with your family. Is that not why you started a business in the first place – to have more freedom?
Own your schedule; don’t be owned by it. A virtual receptionist is a great first step to get you back in control of your time.
A virtual receptionist can increase your income immediately
A virtual reception service is a fraction of the cost of hiring someone, savings upwards of 70%. This may be a deciding factor on it’s own, but it is not the only thing to consider.
The more important factor to think about is your business’s new ability to handle a higher volume of client requests. Did you know 75% of callers who reach a voicemail will either not leave a message or call the next company in their search.
That is a scary stat.
Answering the first time and making sure it’s a person who answers, increases your new lead opportunities instantly. The more leads you capture the more it boosts your conversions, which ultimately results in more sales.
A virtual receptionist takes care of your customer the first time
Based on recent data from Salesforce, 91% of customers will leave a brand they are unhappy with without complaining and 76% of those customers now say it’s easier than ever to take their business elsewhere. With so many choices for consumers today, and the ease of switching, consistency in experience with a company is critical.
Having a professionally trained virtual reception team always available allows you to bring that consistency in on a daily basis. Everything from the time it takes to pick up the phone, tone when answering, and the desire to help really changes the game for your business.
When talking about pick-up time, our customer data tells us you have 30 seconds before irritation sets in for a caller. As a business owner there is no way for you to maintain that service standard let alone track it. A good virtual receptionist service thrives on this metric because it lets you (the customer) know if they are winning or losing.
The greeting when you answer is all about the tone and making sure it is inviting and friendly. Have we not all had that moment when you hear your phone ring while working on another project and become immediately frustrated that you have to take it.
In that instant, without even realizing it your company’s reputation is on the line, literally, and you’re taking the call while you’re annoyed. How do you see that call playing out?
A virtual receptionist on the other hand is only focused on the call and making sure it’s a pleasant experience. You’re hiring an expert team to take care of your clients and that will take your business to the next level.
A great virtual receptionist should have a high emotional intelligence; this will allow them to cater their effort to the needs of the client. Some clients want quick and fast answers while others need to feel their way into the call to establish trust. This is where the desire to help comes into play. Every call matters to your business and your virtual receptionist should have the same attitude as you.
A virtual receptionist can take your business to the next level by helping you prioritize your time and get more control over your schedule. They help you reduce front staff costs while increasing sales. Most importantly a great virtual receptionist will give you the ease of mind that your clients are always taken care of the first time.
At Smiledog, we live and breathe customer service every day. It is what we have built our business on for the past 15 years and we understand how crucial it is to keep your clients happy, they are your most important asset. There is no perfect solution but there is a better one and we pride ourselves on doing the best we can, every day. We would love to talk more and see if we are the right fit for you: book a time to chat here or request a quick demo.