One of the most important aspects in owning a business is undoubtedly producing leads that turn into customers and hopefully retaining them. The number one way of gaining customers is through your sales team. The number one way of retaining them is through your customer service team. Whether it’s through the power of door knocking or cold calling, you have to go out there and find those potential customers.

Now that you have leads, how do you keep them as clients? Well, through the wonderful methods of follow ups and of course, follow through. So how do you typically follow up? Email tends to be a great source but can often feel less personal. The crazy convenience of text messaging is rapidly growing, but what about the good ‘ole fashion’ art of picking up the phone and making a personal call?

For those customers who end up finding you, they’ll typically pick up the phone and call your company for information or to have their questions answered. If no one answers, chances are, they’ll just move on down the list of your competitors and phone them instead. Your office phone systems essentially impacts communication with everyone! 

As an owner, there is nothing more frightening than that moment when your phones go down. You’re in the middle of an important conversation and BOOM, dropped call, busy tone – phones are down and out. So what do you do when that nightmarish moment occurs?

Pick up your cell phone, call your provider and sit on hold for about 30 to 40 minutes? Being transferred and shuffled around from person to person. Constantly having to explain the issue your having, all the while feeling your blood boil because – you just do not have time for this – time equals money! Sounds about right, doesn’t it? Then just as you think there’s a light at the end of the tunnel, you’re disconnected and your stomach churns because you know, you’re going to have to make that dreaded customer service call, one more time.

Customer service operator sitting at his desk - isolated over a white background

So how does one bypass that unfortunate heartache? Why, find a phone provider with accessible and exceptional customer service, of course! Most people end up hiring a phone provider that is a bigger, well known company – AT&T, Spectrum, Frontier. These are just to name a few of the big companies that majority of people feel they can trust service from. However, if they are a big company and have hundreds of thousands of accounts, how important do you think your account will be to them when an issue arises? This is how they are able to shuffle you through person to person, department to department.

In trusting a company to provide you with a phone service, which realistically is the base line of your business, make sure you are not just a number to them. Another small and unimportant account. A solid customer service department will view you as equal to and just as important to even their largest account.

Can you imagine a customer service department where A LIVE PERSON actually answers the phone, and within the first 10 seconds? By just pushing a button already programmed on your VoIP phone? Then properly directs you to the right person to fix your phone systems issues? Not wasting your time and being tied up for hours. Having the confidence that your business phone system, the life line of your company, will be up and running ASAP. All because the person on the other line, answered quickly, responded effectively and is actually doing their job pleasantly.

Ever have a Business Phone Systems issue that needed a technician to come out for service and they end up charging you for it. How is that even fair? Aren’t you already paying them quite a large amount of money monthly? How is a technician service an additional cost?! If a technician needs to come out to your business, it should not be tied with additional charges and fees.

You’re Business Phone Systems should have a customer service department that is quick, efficient, communicative, pleasant and with no hidden additional charges! Don’t just be a number or another small account when your businesses life line is just that – on the line. Protect yourself and company, find a phone provider that is going to offer you not just stellar service, but fantastic customer service for when you need them the most.

About Dominique Lee