Since 1987, Hickory Dickory Decks has designed and installed thousands of quality, custom built decks, and with over 100 locations, they are the second largest deck company in the world.
Tom Jacques, CEO, was seeking a solution that would guarantee a professional greeting to clients calling any of his franchises, any time of day or night. He believed that his clients deserved much more than a voicemail response, so he contacted Answerplus to see if they could help.
Today, whether a client is calling the toll free number at head office or the local telephone number of any of the franchise locations, they receive the warm and personal response that Jacques was looking for. If the location happens to be closed for the day, or if they are busy helping another client, the call is automatically transferred to Answerplus, where a professional Customer Service Receptionist (CSR) determines which office the call is for, takes a detailed message, and texts it to the appropriate franchise owner.
Pat Van Burgsteden, Office & Accounting Manager, says knowing exactly what the client wants before returning their call, means that she and the franchise owners can be fully prepared to offer quick resolutions which translate to happier customers. Van Burgsteden went on to say “It’s so easy to work with AnswerPlus. Whenever I get a new staff member or a new franchisee, a quick call to my personal account manager is all it takes. She knows exactly how I want things done, and I know that I can count on her to get it done quickly”
Make the Customer’s time with you an experience.
You have but a few short moments with customers. You don’t have time to complain about your day or anything else.
Ask yourself, “How can I make their experience better?” Can I refer to them by name and how can I ask without being too aggressive?
How am I affecting their 5 senses? Exceed their expectations just a little with their senses and with your attitude to serve and please, and you will have created a memorable and compelling experience.
Of course, all you really have to do is visit your competition, see what they are doing and then top them.
But would that be cheating? No, that’s comparative shopping.
An excerpt from:
STOP the BS (bad service)
by Margo Chevers