As a project manager at entreQuest, I make a lot of phone calls throughout my day. Whether it’s dialing into a conference call with a client or phoning up a variety of service providers to plan an event, my work is literally my calling.
Years and years of this kind of experience has helped me realize how important phone etiquette is when it comes to earning business. Delivering a remarkable client experience comes into play on the phone as much as it does face-to-face. At the same time, delivering a remarkable client experience does not just come from the salesperson or the service provider, it is dependent on everyone in an organization who comes into any form of contact with a prospect, customer, or community member.
This learning was recently validated for me while I was looking for a doctor for my son. Having been referred to a division of a well known hospital, I called its office with the intent to set up an initial consultation. In the middle of explaining my son’s situation to the receptionist, she interrupted me to ask whether or not I have private insurance or medical assistance. I answered private insurance to which she inquired what kind. When I told her, she made what would be her final remark: “We don’t take that, you’ll have to call your insurance company.”
Though it was only one employee I had come in contact with, I couldn’t help but feel disappointed in the entire hospital over dismissing me so quickly. Even though this particular medical group was applauded as the best of the best, I had trouble imagining their staff caring for my son.
Soon after, I was on the phone with another doctor’s office. This time however, the woman who picked up my call listened attentively to my explanation of my son’s situation. Then she took the time to describe what an evaluation would involve for him. She also asked me what insurance policy I have and when I answered, she said: “Oh, I am so sorry, we don’t take that insurance but if you’d like, I can call and find out whether or not you have out-of-network benefits and what they are.” Less than 24 hours later, I received a call back from the office to inform me that I do have out-of-network benefits but I could save money if I found a provider in-network. All and all, this staff proved kind, courteous, and they went above and beyond what was expected by calling my insurance company to find out the information for me. Plus they acted with urgency which made me feel that finding a solution to my son’s problem was a priority to them.
Which one of these medical service providers will I take my son to? Obviously not first option - the “best of the best” hospital - because even if I had all the money in the world to pay them cash up front, I don’t need the attitude right now. But truthfully I will not be using the second doctor’s office either simply because I don’t have all the money in the world to spend on an out-of-network provider. I will absolutely go out of my way to refer them though to every parent I can and should I win the lottery tomorrow, their evaluation of my son will be my first purchase.
It goes to show that the client experience has no definite beginning or end. One person on the phone can make the difference or break the brand and that’s even before you get in the door.
Carrie Root is a project manager at entreQuest who works closely with companies to coordinate their course of achievement towards corporate growth and implement strategic training programs throughout the ranks of their organization.
