Securing new business for a company is a momentous accomplishment. However, it is a valid notion that customers returning for repeat business may arguably be even more valuable. These individuals have sampled a product or service, enjoyed the experience and are the target market for driving loyalty and consequently generating major sales.
However, companies need to be careful. Just because customers have come back for repeat business does not necessarily dictate that they will be loyal patrons forever. As such, Geoffrey James – former author of "Sales Machine," the world's most frequented sales-oriented blog – composed an article for Inc.com recently suggesting how to effectively bring customers back time and time again.
And while these suggestions could certainly be achieved through a well-trained in house customer service, a far more cost-effective option to deploying James' advice is through a reliable third-party answering service.
As James writes, it is important to put connection first, and make customers feel that the business genuinely cares about their needs. By the same token, James suggests putting a salient emphasis on the people being spoken to rather than the business they represent. As he aptly points out in the article, "Remember: ABC Inc. is not going to buy your offering; but Joe might."
By outsourcing this task to an answering service, business officials can rest easy that every call will be answered by a member of a knowledgeable and friendly call center staff available for consultation and order processing via the phone, e-mail, text message or virtually any other communications channel 24 hours a day, seven days a week.
These representatives can be trained to spend time working through customer inquiries, illustrating to patrons that they are a personal priority and not simply a dollar sign. And because these professionals only charge for time that services are actually being rendered, business officials can enjoy the personalization and efficiency of an in-house service staff without the burdens of full-time payroll and benefits.