Great customer experience companies pay attention to detail. Apple takes pains to ensure the inner workings of their products are as well-designed as the exterior. Figures in Disney World’s ‘Hall of Presidents’ wear authentic reproductions of their respective eras. These companies are distinguished by their focus on the parts unseen, and understand it is a key driver in their success. A missed or unrefined detail will draw attention to itself and consequently impact the overall customer experience.
If you’re interested in creating lasting connections with customers (and who isn’t?), handwritten notecards can help you get there. A handwritten note is impactful because it’s rare. Consider all the junkmail and bills that pass through your mailbox each week. Other inboxes are just as bad: you likely receive more emails and texts than you’d care to count. Now, consider the number of handwritten letters or cards you received recently. Pretty big disparity, right?
We were excited to chat with Karin Conroy, owner of Conroy Consults, a marketing firm for lawyers and law firms that specializes in website design and development. Ruby has been her full-time receptionist for six months!
Have you ever dialed a company only to be lost in a complicated auto-attendant? Or felt surprised because you’ve reached a real human being rather than a machine? In an era where technology can accomplish more than our grandparents could have imagined, human interaction has taken a back seat in the customer service world.
While callers may have grown accustomed to leaving their messages in the void of a voicemail box, it certainly doesn’t mean they feel helped or cared for.
Verifying the spelling of caller information may be tempting in terms of precision in call screening, but is it worth sacrificing a tone of friendliness and familiarity? Consider the following two very different scenarios. Let’s say you’re a regular customer of a business, and each time you call to place an order or talk to customer service you reach someone new. Before they’ll help you, you’re asked for all your information, spelling verified and confirmed. Now, instead, consider how you’d feel if they said, “Hi, Molly! How is your day going?” The first exchange is liable to make one feel like a database entry, while the second would instill a sense of real, personal connection and familiarity. The best part is that the person who answers your call doesn’t actually need to know who you are to create that experience.
Today’s guest post comes from Receptionist Leathia M.!
As a virtual receptionist, I speak with hundreds of people every day. Since my interactions are over the phone, I rely solely on verbal cues to help me leave each caller with a positive experience. So how do I decide when to take it to the next level and create a personal connection?
If you’re anything like Ruby, delivering exceptional customer experiences is table stakes. If we’re not making our clients say, “Wow!” we are missing the mark! But how can we ensure we’re hitting that target with every interaction? Feedback, of course! That’s where Hively comes in. Hively is an online tool that is invaluable in helping us make our business better and better. A little over two years ago, Ruby’s Client Happiness Department began adding this little graphic to their email signatures:
We’ve had the pleasure of working with Carol Beckerman, owner of Med Art, for the past six months. Med Art is a medical marketing and communications company focused on helping make an excellent first impression on customers. We were delighted to chat with Carol for today’s Client Spotlight!
Thomas Brenneke founded Network Redux ten years ago and has grown the company to host thousands of client websites and operate four secure data centers as well as satellite offices in Ontario and Kochi, India. In mid-2013, Ruby began answering their calls, and they’ve been a pleasure to work with. Thomas was recently named one of Portland Business Journal‘s “40 Under 40,” and we were delighted to pick his brain in today’s Client Spotlight!