I even got a survey recently from an orthopedist’s office I visited, and one of the questions was “How long did you have to wait to see the doctor?”  Notice the question wasn’t “Did you have to wait to see the doctor?” Waiting was assumed, even by the survey writers.

So where does your business fit into this paradox? Are you contributing to the expectation that your customers will get less even though they’d like more? Or are you the exception?

Are your customers disappointed when they call your office during the day or after hours? Maybe they expected to get an answering machine but were hoping they might reach a real person. Maybe you should give them more than they expect.

The whole idea behind using virtual receptionists and business answering services is to provide customers with an immediate response. Answering-service clients want their customers to speak with a “real” person, 24/7, who can either patch them through directly to someone or immediately get a message to the client. Shouldn’t that be something you want for your customers, too?

If your business is already the exception to this want-more/expect-less paradox, then good for you. If your answer is “not so much,” then I encourage you to think about what you can do to bring an end to it. If your customers are reaching an answering machine instead of a virtual receptionist during office hours or a business answering service after hours, maybe it’s time to reconsider. Professional answering and/or virtual receptionist services can help you be the exception to the paradox.

Frances Starr, Director of Sales & Marketing for Alert Communications.  Alert Communications is a 24/7bilingual inbound call center, specializing in professional attorney answering, virtual receptionist, Spanish answering and business answering solutions.

A live receptionist is as “human” as you can get.  If you can’t afford an onsite receptionist then try a virtual receptionist service.  Many offer their services in Spanish as well as English.

We know what so many companies are finding out — people want to talk to people, not machines. And it helps if they speak the same language. When your customers call, they want a live person to answer the phone and talk with them.  There is definately value in human interaction and a personal touch.  It doesn’t matter whether their handling emergency calls or covering your office while you’re out to lunch, live receptionists care about your customers as much as you do, and are dedicated to providing a professional, courteous service when you’re not there.

A machine never goes out of its way to calm someone down, get the right information or can’t determine just how urgent a call is. A live person, given the right training, can.  A machine may very well make an upset customer irate or overwhelmed. A live person, given the right training, won’t.

If you want to get your company’s name off the GetHuman.com list — or ensure your business never makes the list — try a virtual receptionist service. You can “get human” in no time.

Frances Starr, Director of Sales & Marketing for Alert Communications.  Alert Communications is a 24/7bilingual inbound call center, specializing in professional attorney answering, virtual receptionist, Spanish answering and business answering solutions.