Crucial Ingredient: the X Factor of Small Business Success

No one can underestimate the importance of a product, of what you do for a living or your skills, but even if you aim to be the very best, there are things that can make or break your business. What is more, those things do not even have to do with what you offer but with one of the essential metrics like customer satisfaction and customer experience. Luckily, there are ways to control those variables.

Great Customer Experience Is Key To Success

When it comes to customer satisfaction, one of the most important factors is being easy to reach – and this matters doubly so for new clients. You only get to make a first impression once, so guaranteeing that this stage goes well can do wonders for you and your firm. As numbers show right now, most of the time the first contact will occur via the phone, so it is essential that you answer and do not let it go straight to voicemail or a fax machine.


Over 80% of people will never leave a voicemail and just never call again if they can not get a human on the other end, so having a virtual receptionist can potentially do a lot of good for you.

Having a business answering service can be a very cost-effective way of improving customer experience, even more so that having a full time receptionist. For starters, you would usually end up paying for the number of calls you receive, which can report huge saving. Yet what matters more is that you also ensure you will never miss a call.

As a paying customer of a virtual receptionist, you can free your schedule to spend time on your business and working on partnerships or the things no one else can do, with the comfort that you will not miss any phone calls. You can even turn your phone off before going into important meetings because there is a team of people working behind you.

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Business answering services can do a lot about pleasing customers by providing an extra in customer experience that maybe would not be so easy to offer without their work. We are not necessarily talking about professionalism, which should be paramount for every business that expects to do well in the foreseeable future, but factors like having a bilingual virtual receptionist or an American answering service can make your customers feel more at ease – which can do wonders for that first impression discussed earlier.

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Having an actual human on your side of the line is not only about making your customer feel good, which although essential, is only a factor. A machine could never react and realize it could sell your product, offer your services, or show commitment to your customers. If time is money, as the old adage says, do not waste your or your clients dollars on a machine that could never do the things that you do – a professional answering service will have you covered and be more versatile than any pre-recorded message ever could.

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.

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