As marketing consultants, DSG works with our clients to deliver qualified leads and calls. However, increasingly we have taken an interest in what happens to those calls once our clients receive them. We realize that moving the needle on conversions and client retention even just a few small percentage points can have a profound impact on the bottom line.
With this in mind, we are constantly on the lookout for resources that can help our client’s improve outcomes on the calls they receive. If this is an area where you are looking to improve, we think you’ll enjoy this insightful piece and companion ebook about productivity by our partners at Ruby.
Picture this: you’re deep in a project that requires your full attention. Maybe you’re building a presentation about an upcoming business expansion. Or analyzing the ROI of a recent marketing campaign. Or balancing next year’s budget.
You’re focused, in the zone. You might even be able to finish the project in time to stop working at a reasonable hour and enjoy the sunshine…
And then the phone rings.
It’s an irritating interruption, but you pick up the phone and do your best to sound polite while handling a current customer’s question. Several minutes later, you look back at your spreadsheet, struggling to remember where you left off. Eventually, you settle back into your groove—and as soon as you do, the phone rings again.
Ugh. Looks like it’s going to be another long afternoon.
We’re guessing this is a familiar experience. Any business or professional can face these kinds of interruptions—maybe you’ve even dealt with one or more today. But have you considered their effect on your bottom line?
The Cost of Interruptions
Researchers at the University of California, Irvine have discovered that it takes an average of 23 minutes and 15 seconds to regain focus after every disruption. Those interruptions reduce productive time and carry particularly high costs for smaller businesses.
For example, five unexpected phone calls in a workday could mean a revenue loss of…
- $270 for an orthodontist
- $475 for a lawyer
- $536 for a plumber
- $575 for a financial planner
Compound the above by the same number of calls each day, and you’re looking at between $1,350 and $2,680 in lost revenue per week, or $70,000 to $140,000 per year.
Plus, there’s a cost beyond productivity loss and billable hours: the potential damage to your customer experience.
A customer doesn’t know they’re the fifth interruption in the last hour. They don’t know other people have asked you the same question multiple times that day. They expect your full attention and a great experience, with time to discuss all their concerns. Losing your patience, rushing through a call, or not answering a call at all could prompt the customer to move on to a competitor—or worse, share a negative review of your business.
Happy Customers or an Efficient Business: Why Not Both?
So, how do you balance focus time with customer care? How can you decrease interruptions while still delivering a fantastic experience?
Find the answers, along with practical tips for scaling your business, in Ruby’s new guide, Happy customers, efficient businesses: How to supercharge growth with virtual receptionists.
Over the course of the guide, you’ll learn everything it takes to delight the people you serve while maximizing your productivity:
- Optimize your customers’ experiences
- Streamline your business tools and systems
- Master your sales funnel
- Get more value from your marketing efforts
- Convert website visitors into buyers
- Grow your business through word-of-mouth referrals
It’s all supported by real-world examples, interactive exercises, videos, charts, miniature infographics, and more.
We created this guide for organizations of all sizes, from large companies to small teams to one-person businesses. It’s flexible and adaptable—you can read it cover to cover, or pick and choose sections for the practical guidance and quick wins most relevant to your business.
Get the guide: Happy customers, efficient businesses: How to supercharge growth with virtual receptionists.
Ruby is a live virtual receptionist & chat company.
