There is no question about the fact that businesses want more customers. The logic is very simple: you get more clients – your income grows based on purchases new customers make. Nevertheless, most of business owners realize that attracting more clients brings so much more of rigmarole. And if this “rigmarole” is not handled properly, a company may quickly be down to the same number of clients it has had before the boost.
Not Their Fault Only
First and foremost, customers don’t cause any rigmarole by themselves so we believe it is wrong to lay all blame on clients. “What about the clients who just call to complain?”, - many business managers have asked. We agree that such people may cause certain discomfort consuming your valuable time; however, one needs to understand that people the vast majority of people don’t complain out of the blue. There is always a reason behind the complaint and in 98% of such cases the reason for complaining is your company: product quality, customer service issues, etc. So it is not just because of a customer in the first place…
Our company doesn’t support the idea that the extension of customer base necessarily brings more problems. Obviously, there is a potential for more problems, but that doesn’t mean if you acquired 100+ clients, you will face much more problems from that moment on. Will you need more financial resources? – Yes. Will you need more people? – Of course. Improving customer support? – Definitely. More rigmarole? – Not necessarily. But it certainly may be the case if you fail to properly handle new clients.
Because business managers focus on cost-savings so much, they often fail to see the right investment opportunities. For example, if a company significantly extends a customer’s base, live customer support becomes a necessity then (in order to turn new customers into returning ones). However, in order to save more money business managers often assign “additional responsibilities” for office employees. Thinking that it will save money (instead of hiring customer support operator they usually give a raise to a “lucky employee” on whom customer service function is loaded), it creates rigmarole for everybody: clients, the office worker, and the company.
That doesn’t have to be the way though. We believe that establishing customer care center/call center would significantly help your business grow and develop in a natural way. Hiring new employees and buying new communications equipment will definitely pay off in a long run. Investing in effective customer services has never been a bad investment. In other words if you invest your money into making your clients happy by hiring specialists who will be providing professional live support, there is no way your company won’t grow.
Now the flow of new customers doesn’t bring that much money to establish a call center (which is quite costly). In such cases one can turn to an answering service, which are basically outsourced call center services that work in accordance with the instructions provided. In other words, if your company cannot afford hiring new staff and buying new equipment, then a professional answering service can become a decent alternative. It works like this: you contact the service, provide detailed company information and instructions as to how you want your customers to handled, and supervise how the third party manages your clients.
More customers doesn’t mean more rigmarole then. It certainly means more resources in one way or another. But if handled properly more clients will bring growth, development, and revenue increase.