The First Impression Shouldn’t be the Last Impression
It is almost impossible to place enough emphasis on the first impression that your first line of contact makes with a customer. First impressions are incredibly important, and even if they’re not consciously aware of it, callers to your business make a snap judgement in a matter of heartbeats that may affect the entirety of their relationship with your company. If you don’t want that relationship to be a painfully short one, you should find ways to ensure that callers have the most positive first impression possible.
One of the principle reasons customers decide not to do business with a given company is poor customer service. That initial point of contact can literally determine the entire life-long relationship your company will have with a customer. Either they buy your products, are taken care of by your staff, and become an advocate for your brand, or they turn the other way and head to one of your competitors. Sure, there are a lot of shades of grey in between these two extremes, but the basic principle is an important one: the way you make a first impression matters.
This is why a top rated answering service is a great addition to whatever reception staff you might already have. A voicemail system will never be a proper substitute for a real person, and leaving someone on hold is a sure-fire way to create a poor first impression of your company.
Another great aspect to working with an answering service is that you can provide them with a professional, polished script to use when dealing with your customers. This ensures that you’re transmitting the ideal branding and message at your first point of contact with a customer. You can try to do this with a voicemail message or IVR menu, but most customers get so frustrated at having to talk to a machine that any attempt at positioning your messaging will fall flat.
With an answering service, you can ensure that customers never have to sit on hold. You can ensure that they speak to a real person even if they call in the middle of the night. Having an answering service is an effective way to provide 24/7 customer service even when you can’t afford to keep your company fully staffed around the clock every day of the week.
Don’t let the first impression you make on a prospective customer be the last. Use the tools that are out there to create a positive impression of your company in the mind of each and every person who picks up the phone and dials your number.