Janine Popick, CEO of VerticalResponse – a company that enables consumers with self-service capabilities to execute social media, event marketing and online survey goals – recently wrote an article for Inc.com detailing five common corporate mistakes that may result in lost business without the company ever realizing it.
For example, Popick warns against inconsistencies in customer service. As Popick writes, "If your customer service is outstanding, all of your customers need to experience that outstanding service each and every time." Because many customers are likely referred by other users of a company's product or service, they'll want to experience the same amazing experience described to them by someone else.
In addition, Popick warns against the idea of "phone tree hell." When your business has a lot of different branches, a business may attempt to deploy an automated service to get the customer where he or she needs to be. However, when that person needs to jump through endless hoops and ladders in order to get there, Popick claims "you could have lost them forever."
Interestingly, the problems described in Popick's article could all likely be addressed by outsourcing customer service needs to a third-party answering service. With an experienced and well-trained staff of customer service representatives, an answering service can greet all of a business' customers quickly and happily, mitigating concerns that the person will become frustrated after being bounced around and instead choose to patronize a competitor.
Moreover, with a series of call center staff members available 24/7, a business owner can rest assured that every customer is treated as a priority with the same great service every time. Consequently, the fear that some consumers will fall through the cracks because of missed calls or because a receptionist was busy handling another matter will be greatly diminished.