Reliable Answering Services – Manners Do Matter!

I may be a little biased, but I am still surprised on a regular basis in calling on businesses that have,  shall we say, a less than professional way in which their employees answer the phone.  We have all experienced it, you catch someone on an ‘off’ day, or the person who answers is reading from an all-too-obvious script; or worse yet, you get stuck in the dreaded voice-prompt menu when all you want is a live person.
As consumers and business professionals, we simply want a polite, sincere and helpful ‘live’ voice on the other end of the line to help us conduct the business at hand.  Why is that so often not the case?

What I don’t think many businesses realize is how their phone etiquette can have a significant negative impact on revenue over time.  Almost all companies, big and small, have an established phone answering procedure and voice-mail system.  The issue is, they do not review this on a regular basis and do not explore options in this area that can separate them from the crowd and create revenue generating opportunities.

Most employees in today’s belt tightening economy have more responsibilities and fewer resources than ever, including the office managers and secretaries who are often tasked with phone duties during normal business hours.  The result?  A lot more opportunities for your prospects and clients to have a negative experience with your company.

A reliable answering service may not be a fit for every business model.  But smart companies seeking a competitive edge; and trades and services organizations seeking new growth avenues, are realizing that outsourced 24/7 answering services and/or after hours answering services are viable solutions to increase client satisfaction and grow revenue.

Does your company have a bullet proof phone answering methodology?  Or is there room for improvement to enhance the client/prospect experience with your organization.  Please tell us what you think.  We would like to hear from you!

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