No one likes to be told "no." Your customers may have some outlandish requests or could be looking for something you just can't provide, but even then, there's usually a way to help them aside from just turning them away without an explanation. If your live answering service is staffed by operators who understand this intrinsically, it could make a big difference in terms of long-term customer loyalty.
Writing for CBS Moneywatch, Michael Hess gives an example of a situation in which a company triumphed over concerns for profit by simply helping someone out of a difficult situation, and leaving a lasting impact as a result.
Hess describes how his son was stuck in the Chicago O'Hare Airport in between flights with no food and no cash on him, looking for something to eat. He reportedly went from restaurant to restaurant in an attempt to get his father to pay for an order over the phone with no success. But the employees at a Wolfgang Puck Express not only took him in, but they allowed him to eat free of charge.
Hess was shocked and overjoyed, and expressed as much in his column. Any answering service or other kind of call center can take this story to heart, since anecdotes of good service can carry a lot of weight in the mind of the consumer.
"Stories like this should be shouted from the rooftops, and lackluster service companies should pay attention," Hess put it.
When the customer has a difficulty, it takes the right kind of service center to know how to accommodate him or her, and any business can do themselves a favor by searching to find the right team to handle this.