I was reading an article on redtape.msnbc.com about how CEO's have an inflated sense of their customer support. A recent survey showed that 75% thought that their customer service was “above average.” Apparently they’ve never had to call it themselves!
A recent study by Accenture and support.com said:
- 6 in 10 were upset with their most recent customer service experience
- The average consumer wastes 12 hours every month on computer problems
- 74% of people rely on family or friend for help, instead of calling customer service tech support
- 1 in 2 friends and family surveyed said they’d rather help a friend move than offer computer help
- 81% of consumers who feel they’ve been treated badly say they'll purchase from a competitor next time
- 27% of people who received “average” treatment say they’ll buy again from the same company
The problem is that companies try to cut costs by shaving their customer service budget down. For example, they will have customers navigate touch-tone voice systems to eliminate the time they spend on person-to-person customer service.
With the cost of acquiring new customers, why not pay a little more to keep them? Great customer service creates loyal customers. It's just common sense.
I'm sure you already know this, and that you're already doing a great job staying relevant and accessible to your customers; but I wanted to share with you how I do it with Accu800.
The alarm rings every morning at 5:45am. I lean over, rub the sleep out of my eyes and switch on my Blackberry. I don't check my messages until after breakfast, but my phone stays on in case of emergencies. As I dash out the door, I check my voicemail, emails and toll free faxes.
The painstakingly slow commute starts at 6:20am so I use that time to listen to recorded conference calls. My employees each have an Accu800 toll-free number so that they can record, download and send me applicable client calls, business meetings and job interviews. I can fast-forward through to the important stuff and pause it when I need to throw quarters in the toll-booth.
A friendly face greets me at 7:15 am with a warm cup of coffee. I change the toll-free forwarding location to my office for the time being. The toll free number makes it easy and affordable for my east-coast clients to reach me. A stampede of calls usually ensues about this time.
Most days I'm away from my desk putting out fires, overseeing projects and attending meetings – but my 800 number follows me wherever I go. Whether I'm at home, at the office, or on-the-road, my toll-free number can ring at any location. Gone are the days of lonely voicemails that sit on my machine for hours.
I retreat from the office at 1:00pm to workout at the gym. I forwarded my calls to an assistant who happens to be a rigorous note taker. I love having a number that can be forwarded to anyone at any location at anytime. And if I wanted, I can travel overseas and still be reached toll-free.
In the afternoon I activate and record my own conference calls on-route to visit distributors. I know that I could probably spend more time in the office but the one thing I love most about my job is the face-to-face interactions and the handshake negotiations. If I talk about something important while on a conference call in my car, I email the recording or have it transcribed.
When business is booming I won't even sit at my desk. Accu800 follows me wherever I go and utilizes the latest technology so that I can stay accessible at all times.
* this is a fictitious account of how a CEO would use Accu800.
As mentioned here in a previous blog, AccuConference provides Entry tones. This is a notification feature that announces when a new person has arrived on the call. This notification is a two-toned "bleep," which sounds a lot like a retro video game.
Did you know that you can personalize your entry tones? Every time a participant calls in, they are prompted to record their name. This name recording is then played into the conference call instead of the "bleep" sound.
So why not have some fun with this feature!? Next time the system prompts you to record, try playing a sound-bite from your computer. Perhaps you could play a trumpet processional for added pomp and circumstance; or record yourself saying " Leeeets get rrrready to rrrrumble" and play the Eye of the Tiger Rocky Theme song.
A little office humor never hurt anyone… so go-ahead and make'em laugh.
It's official. Our favorite technologies have now become best friends. It didn't happen overnight… in fact they've been working at this for a long time; but now they are attached at the hip and changing the world - one office at a time.
You may have experienced this collaborative trio already by watching podcasts and blogs; but have you tried it yet?
Find out what it's like to have friends you can count on.
>> Experience face-to-face at its finest
What I'm about to say probably won't surprise you… are you ready?
People arrive late for meetings.
The other night we were monitoring our call volume and it peaked at 7:05pm. With the hundreds of meetings that occurred last night, the majority had late arrivals. Specifically, we found that 12.1% arrived early and 87.9% arrived within five minutes of the start time. This isn't bad considering they could have arrived a lot later.
Judging by these statistics we've all arrived late one time or another.
So what can we learn from this? The next time you start your meeting, begin on time but don't give out the "meat" of your presentation until five minutes later. And your participants continue to be tardy, have them read Penelope Trunk's blog titled 5 ways to stop being late.
Here are some events that have occurred in our office that may spawn some fun ideas.
The Annoy-atron – Do a quick google search for annoy-atron and you'll discover a device that's not much bigger than a quarter. This device is sure to be a crowed pleaser… except for the unsuspecting target(s) of course. It is designed to emit high-pitch beeps at random intervals ranging from 2 to 8 minutes, making it hard “time” and locate the device. And best of all, it is magnetic so it can be attached in a very inconspicuous location! We planted the device in an office down the hall and it wasn't discovered until the next day. Judging by the groans and desk pounding, we think it was effective.
Shock Tanks – The other day someone brought in a pair of remote controlled army tanks. Mounted on the top of each tank was an infrared sensor. If the opposing tank successfully shot the infrared zone, it would send a volt of electricity to the controller. (Quick Tip – be sure and wear the wrist strap!)
Fish Tanks – We have a reef tank enthusiast who maintains two beautiful 150 gallon tanks. It’s fun when we buy new fish and add them to our collection. But watching the fish is the most enjoyable part, and it’s a great way to relax during a busy workday. For those of you who are interested, we will be posting streaming video of the fish. We’ll keep you posted.
TV Spoofing – We have a favorite TV show on NBC called The Office. After the weekly episode we usually re-enact a gag from the show. Most recently we printed “Schrudt Bucks” and handed them out as rewards for a job-well-done.
Next on the list: Turn our board room into an Xbox 360 media center.
Video conferencing makes good business sense. If you were screening applicants for a job, wouldn't it be better to see them interact through video as opposed to looking at their resume on paper? In our experience, we’ve had much more success hiring through job fairs then mass-scale wanted ads. Video conferencing is like bringing the job fair to your office.
This technology is also helpful when negotiating a deal with clients. In the past you would have to meet with a client several times in-person before inking a deal. Now, with audio and video conferencing, meeting in-person is not as critical as it once was because you’re already interacting face-to-face.
Video conferencing provides a familiarity that can't be done over email or phone. Gone are days when you only recognize a person by their voice or their email spelling mistakes. Instead of saying "Wow, it’s great to finally put a face on a name." you can now say "Wow… you look much better on camera."
You're sitting at your desk and your computer is painfully slow. Perhaps you were browsing the internet and your computer froze. Or maybe you had just finished a long day's work - and you really want to go home - but the computer wouldn't turn off. Or perhaps, more embarrassingly, you were on the phone with a customer when your computer decided not to cooperate.
Never fear, Super-Fast-Computer-Tips are here!
1. Reboot – Before you try anything else, shutdown and restart your computer. Wait about 30 seconds and then turn it back on. This always seems to help.
2. Defrag Your Hard Drive – Think of it like tidying up a bookshelf. This process reorganizes your data on your hard drive to optimize the way it retrieves your information. Go Start > Programs > Accessories > System tools and then click on DEFRAG.
3. Disk Clean-up: This tool is right below the defrag button and it does a similar (but slightly different) action.
4. Delete Internet Cache & Cookies – If you use internet explore than select Tools > Internet Options and review your browsing history. Different versions require different steps, so do a quick Google search to find out more.
5. Check for Spyware & Viruses – There are free resources online. My favorite for Spyware is called SpyBot Search and Destroy. For virus checking, I use AVG Antivirus.
6. Disable Virus Checker – Depending on what you use your computer for, this may or may not be for you. **Follow this tip at your own risk** but it will certainly speed up your computer. I personally disable the auto-check feature but I still use a virus checker to do a “sweep” of my system every other week. I also check suspicious files before I open them. If you work from home and your kids share the same computer, I would NOT suggestion disabling your virus checker.
7. MSCONFIG – Microsoft System Configuration Utility can ensure your computer boots faster and crashes less. In particular, it will show you if unnecessary programs are running in the background. The “how to” steps are different for depending on the version of Windows you are operating. Again I’d suggest doing a quick Google search to find out more.
8. Delete Old Files / Uninstall Old Programs – If you don’t use it or don’t need it anymore than delete it. To remove programs you’ll have to go to the Control Panel and click on "Add or Remove Programs."
You may have noticed that we’ve changed our website a bit. To be honest, we’re trying to impress you. But more than that, we’re trying to make our website easy-to-use. Did you find the information you needed quickly?
What we’ve done:
- Limited the text on the homepage
- Removed the menu on the left hand side and created five main categories on top.
- Made a quick-link pricing button on the home page.
- Added some catchy phrases to give you the gist of what we do
- Added some color… to keep your attention.
Our revisions were based on suggestions from customers. If you have any ideas, please let us know.
Conference calls are most commonly used by businesses, but they can also be used for social and entertainment purposes. This is sometimes referred to as a party line. Many of our clients use our conference call service to host mini family reunions or to connect with long-time friends. There are other companies who use our lines as a telephone dating service.
The term “party line” dates back to the early / mid 1900’s when multiple residences would share a phone line to save on expense. As a result, people could listen to their neighbor’s telephone calls! The comedic movie classic Pillow Talk, with Rock Hudson and Doris Day, is about a man and woman who share a party line, but they despise each other. Rock’s character decides to disguise his voice to romance her but when she discovers that she’s been tricked, she seeks payback.
Movie tangent aside… if you’re not able to see your family or friends this Memorial Day weekend, try hosting a conference call. And don’t worry, our call security is much better than it was in 1959 so you won’t have any Rock Hudson’s or Doris Day’s on the phone (though some of you might like that!)