Customer Service Team Solves Tax Firm's 'No-Show' Problem

Last updated: September 25, 2021

When businesses cooperate and work together, there is an opportunity to grow and thrive side by side. The benefits of going above and beyond the call of duty can have some transformational effects that make putting in that extra bit of effort worth every second. 

It’s not every day that you get to discover just how much your coworkers care and the extraordinary things they do for their clients. But recently I was lucky enough to hear about a story that reminded me of how our entire team at Abby Connect truly cares about the businesses they work with.

Introducing Camilo and the Hairy ‘No Show’ Problem

This inspiring story comes from Camilo, one of our Customer Success Managers. Camilo’s client, a tax consultant firm in California, had noticed that they were frequently experiencing no-shows for appointments. These no-shows resulted in fewer business opportunities in the pipeline and wasted time and money from the hours spent preparing employees for the meetings with potential clients.  

He said that the no-shows had become so extreme that the firm began losing thousands of dollars in preparing for so many appointments that resulted in few clients.

The Solution That Solved Only Half the Problem

To fix the problem, the tax consultant firm came up with an effective solution: asking for an upfront deposit from each scheduled client. While this was a great and straightforward solution, there was one small issue… at Abby Connect, we cannot take payment information over the phone on behalf of our clients for security purposes. So, what did Camilo do?  

Camilo Steps Up

Camilo put on his clever thinking hat. Realizing that, although we can’t collect payment information over the phone, we can send secure payment links to potential customers through the tax consultant firm’s scheduling platform, Calendly. Additionally, the firm’s Calendly confirmation email would have to be edited.

There was one issue with this solution… neither Camilo or the firm had ever set up a payment link or edited a Calendly confirmation email.

Camilo, being concerned, spent his personal time researching the issue and was able to figure out how to set up the secure payment link as well as edit the Calendly confirmation email. I love how Camilo truly took to heart how important this was for his client.

And thanks to Camilo’s helpful research and heart, the firm was able to collect an upfront payment and no longer experienced a high level of no-shows, which immediately stopped wasting the firm’s time, money, and energy. To top it off, they are still one of our clients and are doing much better thanks to the help of Camilo.  

You Can Train Professionalism, But You Can’t Train Heart

Every time I hear an amazing customer service story from one of our receptionists, it makes me proud of the people that we hire at Abby Connect. We focus on hiring people that want to make a difference and are passionate about helping others. 

We firmly believe that you can train professionalism, but you can’t train heart. Our people care, and care is what sets your business apart.

Written by

Marlene Cosain

Marlene Cosain

Marlene started with Abby Connect 7 years ago as a receptionist and was won over by the culture and care the company has for its employees. The minute she took her first phone call, she fell in love with helping people. Since then, Marlene has been a pivotal piece of growing Abby Connect – having been a long-time leader in hiring, training, developing, and managing the receptionist floor. Outside of work, Marlene and her husband also run an online retail business. Marlene’s personal mission as a certified Life Coach and as an Abby Way Co-Director is to inspire, empower and educate others in the Abby Way.