A Tribute to Dolly
In 1961, on a shoestring budget of just $800, Dolly Lloyd opened Professional Answering Service (now AnswerPlus), in a nine foot by nine foot room in downtown Hamilton. Having invested her entire savings, Dolly had no choice but to staff the operation totally on her own. A tiny office became her home for the next six months, until she was able to hire her first operator. She had all the necessities: a bed, a cooler, a single burner hotplate, and most importantly, her switchboard.
With Dolly’s sparkling telephone personality and the unparalleled service she provided to her callers, the business quickly grew. She recognized that in order to provide the best service to her customers, she had to put her operators first (the voices of her customers), her customers’ callers second (the judges of her success), and her own customers third. Dolly’s approach to her business may have been unconventional but it worked.
Dolly’s goal, and the secret that established her as an industry leader, was to make every caller feel like their one phone call made her day. As she began hiring, Dolly only selected people with great voices and outstanding telephone personalities who shared her passion for outstanding customer service.
Today, that goal stands as the foundation of AnswerPlus.
Dolly passed away in 1972, but her son Paul continues to operate AnswerPlus with the same guiding principles as his mother before him. Since then, the company has expanded to serve customers across North America.