In a recent article published by Inc.com, author Janine Popick – the CEO of online marketing service VerticalResponse – recounts an instance in which she went to a pet store in order to procure one bag of dog food. It turned out that Popick had arrived at the store a full three minutes after it closed, and although an employee was checking out one last customer, he refused to grant Popick entry for one more sale.
Naturally, an event like this leaves a bad taste in the mouth of the consumer who likely feels that the company could have gone just slightly out of its way to make his or her life just a bit more convenient. Consequently, that person may be turned off to the company in general based on the actions of one employee.
This brings up the necessity for employers in any industry to ensure that they facilitate a sales and service environment in which company representatives go the extra mile to generate next level customer loyalty.
As Popick writes in the article: "The bottom line is that you need to have your employees be as passionate as possible about your business. Including them on various parts of your business, even the down and dirty, and incentivizing them to do what you as the business owner would do, might work wonders."
However, with an answering service, going through the stress of incentivizing an internal sales staff to put their best foot forward is unnecessary. Because an answering service maintains its reputation by tailoring their services to the exact needs of their clients, these professionals maintain perpetual availability for customer inquiries and orders through the telephone, text, instant message, e-mail and other channels. These correspondences can then all be relayed to business officials through the most convenient portal, without clients ever needing to worry about getting in that one last sale after 5 p.m.