It isn't difficult to see the link between extraordinary service and good financial performance for a company. A live answering service in this respect can be seen as just another kind of service representative that you might find in a brick-and-mortar store, because a service staff that is seen as underperforming in either area can be said to seriously hurt the company.
The string of cafes known as Cosi might be one of those businesses that are reportedly feeling the negative effects of bad service, according to Bloomberg. This comes from no less a source than the CEO of the company himself, Stephen Edwards.
Edwards told the source that he believes the company's steadily dipping profits can be traced back to this area, and that it's service they'd like to focus on.
"We have a culture that's lost engagement with the process of serving food to people in a hospitable way, and we get a number of remarks from customers about how much they love our food and our products, but they've just been disappointed time and time again by the service or the experience that they've received in the store," he said. In addition to low online reviews from customers and fewer patrons in the stores themselves, the company has also reportedly seen 13 locations close in the last quarter.
Everything a business does can connect back to itself in certain situations, and your company can use its answering services and other forms of customer engagement to tackle wider initiatives and perhaps accomplish greater business goals.