GenieWINNER: Best Customer Service
SME Northamptonshire Business Awards 2019
GenieWINNER: Best Customer Service
SME Northamptonshire Business Awards 2019

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03 Oct 2019

Things that go ‘bump’ or ‘ring’

 

For one of our clients, not knowing what they didn’t know was scary. Our Genies took a look under the beds and in the back of cupboards to come up with a very reassuring solution to make sure they could sleep well at night.

 

The haunting

As a large and busy London-based independent financial advice practice, sometimes receiving 100 or more calls a day, employing a full-time receptionist was a sensible choice to make.

 

However, even though the receptionist managed magnificently, there were times when they were too busy answering another call or away from the desk dealing with people arriving at the offices. Sometimes up to 25 calls a day could hunt around the whole office until someone picked them up. Not only did this distract the person who answered the call, but everyone else too.

 

Now here’s the really scary thought…

 

Financial advice is complicated and demands a professional’s full attention. Each time the office and all 30 professionals working there were disturbed by an unanswered phone call it would take more than 20 minutes to regain full concentration. So, just one wandering phone call could cost the business up to 10 hours of lost productivity. Boo!

 

Casting a Genie spell

As well as distracting the office, there were inevitably times when calls would not be answered at all. Something had to be done. One option could have been to employ another receptionist, but with London-level salaries of £2,000 per month or more, this would be a significant cost for the business.

 

In contrast, our Genies are able to handle their calls after just three rings at the reception desk. Clients were immediately transported to the telephone of the professional they needed. If someone was unavailable, a momentary memo was taken to be passed on in an email.

 

No more last-minute lunges for the telephone when nobody else was available, just a calm, professional and engaging Genie welcome every time.

 

The happy ending

With less distractions in the office, the professionals could focus on their hocus pocus and deliver even better customer service.

 

Clients felt valued and confident that they would be speaking with their financial fakir as soon as possible. Importantly, potential new sales opportunities were no longer vanishing in a puff of smoke.

 

All this for around £500 per month instead of the salaries for two or even three receptionists, made our genius Genie solution the perfect telephone charm.

 

Tick tock, the magic clock

Many busy professional practices don’t just work from 9 to 5. Clients often expect a friendly voice whatever time they call and that’s exactly what our Genies can provide.

 

Our Genies can be available whenever they’re needed. If everything can be covered from 8.30am to 5.30pm, our Genies will always be on hand to make calls into magical experiences for your clients. If you need cover until 8pm, that’s included in our extended hours service.

 

We also know the world never stops turning, so if you need to keep in touch with your clients around the clock, that can be yours with the wave of a magic wand too.

 

So, don’t be scared - talk to a Genie today.


 

Jacqui Frost

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Jacqui Frost

Jacqui Frost

Chief Genie

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Brilliant

The Genies can answer our phone and use our system to book the client’s appointments. We usually have a receptionist so the Genies answer when they’re indisposed, but when our receptionist is sick or on holiday we can get the Genies to answer all calls, which is brilliant.

E Mason

The Spinal Answer Family Chiropractic