When we think about customer service, the focus is often on the direct service or product offered to customers. However, a more holistic look at your businesses’ customer service can give valuable insight into what separates your company from other competitors.

You work hard to build and maintain your business relationships, but there may be some ways that you could easily exceed the expectations of current and future clients. In the words of Vince Lombardi, “It takes months to find a customer… seconds to lose one.” In this post, we will look at some of the basic ways that you can improve your customer service before, during, and after the sale.

Accessibility is centrally important to building a new client relationship. Increasingly, potential leads expect as close to an immediate response as possible. With the constant pulls on our time, an individual may not get a chance to inquire about your services, unless its early in the morning or late at night. When this is the case, it’s essential that your business has a quick response time to inquiries when leads are actively looking for your services. Within hours or even minutes, your potential client may have moved on with their day and that opportunity for a new business relationship may have been missed. If you are an industry where customers have many options, it’s especially important that your email, SMS text, phone, or other customer touchpoints are covered 24/7. A virtual receptionist can be a great solution in these situations. Whether you required automated or live answering, there is a customizable solution to make sure your leads receive a prompt response. Monthly plans can be tailored to your budget and answering needs. Make your business available 24/7/365 to answer questions, schedule or change appointments, place orders, and more!

Ensuring that a sale or service appointment goes smoothly is key to customer retention. One way to do this is through sending appointment reminders. Few things can disrupt a new business relationship more than poor communication. Whether you prefer live agent or automated appointment reminders through SMS text, email, or by phone, a reminder system can be a great way to make sure that your customer interaction remains smooth throughout the sale. A reminder system is also a great way to inform customers of any necessary tasks that need to be taken care of before the appointment (i.e., paperwork to be completed, dogs to be put away if it’s in the home, or anything else that might make the interaction more efficient). While friendly service is important, efficient and convenient service is always memorable to customers. Implementing a reminder system is a great way to make you and your staff more productive and have service appointments take less time out of your busy day. 

Reaching out to customers after the sale can be an excellent way to show you care about your clients’ input and overall experience. Even if your customer doesn’t have any comments to share, it keeps your company in their mind for repeat business. Better yet, if there was an issue with the product or service, this is a great way to address the problem and make amends to the business relationship. Requesting feedback through a ‘thank you for choosing us’ email or phone call helps to garner customer loyalty and is a low-cost way to increase customer retention.

A friendly voice answering your phone lines is one tiny piece of ensuring customer satisfaction that leads to repeat business and referrals for your company. Customers expect options when they encounter an issue and they want them fast! WESP offers an entire suite of services that would enhance your ability to capture leads, schedule appointments, collect payments, ask for feedback, and remain available to answer any questions that arise. We strive to be not just your “answering service”, but truly an extension of your business.