We epitomise so much of what we have heard Nigel teach. Off the top of my head I can think of 6 ways in which we help our clients to tackle areas that Nigel tells us to focus on. So here they are:
1. Outsource as much as you can
2. Don’t answer your own phones
We are not just a message taking service; we don’t just answer phones; we are a call handling service. That means that we try to reduce the number of calls that our clients have to return. So we take a detailed profile from every client so that we can answer FAQs and direct messages to the right people or even through to their desk if possible. Along with telephone call handling, we can also help our clients with email management, diary management, mail merges, social media, web enquiries, order taking, sending out literature and much, much more.
As Nigel says, when you are looking at the cost of outsourcing you should be comparing the prices quoted with your hourly rate, and we can guarantee that we are significantly cheaper than you. So our clients find they increase their efficiency and free up time to make more money.
Very few people would ring Virgin and expect to speak to Richard Branson. You cannot become super successful and answer your own phones. You would never get anything done. By answering our client’s phones we protect them from the 15-20 minutes recovery time that comes with every interruption – you know, those times when you put the phone down, check your emails, pop into Facebook and make a coffee before getting back to that proposal for the deal of the century.
3. Protect 90 minutes a day
By answering our client’s phones we allow them to ringfence time so that they can focus on doing what they do best and preparing their marketing. We frequently advise our EC clients, especially new ones, to put their phones through to us during their 90 minutes so that they can spend their time planning, strategising and preparing their marketing.
4. Stand out from the competition
As Nigel calls it, a category of one! We tend to focus on our Genie and the magical difference she can make to clients with her virtual touch of office magic. At the convention in September we built a stand that would make a real impact and differentiate us from the other exhibitors, especially our competitors. Attached you will find photos of the stand along with our wonderful Genie alongside Nige.
We found ourselves rushed off our feet during the breaks when people crowded to the stand. In total we took 70 firm leads and even had 3 companies sign contracts on the day. Since then we have signed up a number of them and are in the process of helping many others put plans and strategies in place for their campaigns in the New Year.
5. Little things count in customer service
It’s the Disney experience. One of the easiest ways to let clients down is with sub standard phone service. By using a dedicated team of receptionists to answer the phone you can ensure your customers get the same level of care every time they call. A busy business owner, juggling sales, marketing, product or service delivery along with the accounts, paperwork, invoices and payroll, is not the best person to answer the phone. They will sound interrupted, gruff, possibly even annoyed or distracted which is not the best first impression for a new customer, nor a great way to cement a relationship with a VIP client.
By using us to answer the call, even if we put the call through to them, the very fact it has been announced allows them to stop what they are doing and focus on the call – making it the best experience for your callers. If they’re not available we can be sure to tell callers why, when they will be back and we can book a convenient time in both diaries for the call back.
And if clients want us to remember to ask certain questions or use their tag line with each call then we can do just that – going that little bit further than our competition.
6. Loyal customers buy more
Keeping your customers loyal is key to getting them to buy more often and recommend you to their friends. We help our clients build that sense of loyalty by providing a brilliant service over the phone. A classic example is a hair salon. By answering the phones instead of the stylists the customers in the salon will feel more appreciated, treated special and therefore will spend more and come in more often. If the stylists leave them sat there with wet hair whilst they answer the phone the customer feels abandoned and second to the person on the phone – not the best way to build loyalty!