Don’t Let Winter Put A Freeze On Your Customer Service — Part II

As we discussed in our last blog post, we’re gearing up for what’s forecast to be a wild winter. I guess we’re like that old saying associated with the mailman … “neither snow, nor rain, nor heat, nor gloom of night” will keep us from delivering customer care 24/7/365 on behalf of our clients.

The examples we mentioned in the previous post show how we never, never, never close regardless of weather. For many of our clients, this means that because we stay open, they don’t have to until it’s safe to do so again.

But for other clients, wintry conditions actually increase demand for their services. It’s crucial that they have a plan in place for how to a) communicate with their customers even if their phones are down or ringing off the hook, and b) respond to the calls for help. These are some specific industries we’ve worked with that need extra planning for wintry disruptions:

  • Plumbers, electricians, HVAC and fuel technicians will be called to respond to—
    • freezing and possibly bursting pipes, resulting in no water
    • frozen pipes that cause fuel to freeze
    • heaters that break down from working overtime
  • Property management companies will be expected to—
    • dispatch technicians to respond to the issues listed above
    • keep streets, sidewalks, and parking lots clear of snow and ice
  • Healthcare professionals will need to be on call for—
    • Injuries from falls on slippery surfaces
    • emergency response for car accident injuries
    • continued response to the demands of flu season, regardless of if the office is closed due to inclement weather
    • continued delivery of home healthcare services such as oxygen, nursing services, or hospice care

Through the worst storms and disasters, we’ve kept clients in each of these industries up and running without interruption. And their customers were grateful that the clients had plans in place to keep communication lines open. If they hadn’t, their customers would have been left to scramble through the phone book to find another provider. This result would have been lost revenue, and lost customer loyalty.

The most important thing for keeping communications running smoothly is to have a plan in place before the storm strikes. If you’d like to know how the professional receptionists at Towne Answering Service will keep the lines of communication with your customers open no matter the circumstances, call us at 800-660-4316 for a free consultation. You can also visit our website to learn more about our various business solutions and service commitment, and how we can partner with your business to provide personalized, exceptional customer care that meets your specific needs and goals.

 

Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.