Always Answer The Phone

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CHELSEA HARDIN’S CUSTOMER SERVICE CORNER

Chelsea Hardin- Office Manager & Customer Support Specialist Mirowski Inspections Springfield MOAlways Answer The Phone

In the home inspection business, one of the most important customer service roles is to always answer the phone. Still, as much as we would love to offer Customer Service 24/7, it is almost impossible without hiring an answering service to take calls when we are unavailable. Currently, Mirowski Inspections staffs our office with two full-time customer service specialist who answer our customer calls from 8am- 5pm and Faith answers calls from 9-1pm on Saturdays. We also have an inspector on call every afternoon for backup and customer support. Unfortunately, we still miss calls and we continue to try new ways to make sure our customers reach a live person every time. Recently we looked into hiring a professional calls service to take overflow calls and after hour calls, regretfully, it wasn’t for our company and we ended the service within 48hours of starting. One thing I love about working for Mirowski Inspections is how every single individual here is family orientated, and we all enjoy making those relationships with our customers and business partners. Having an answering service pick up our calls was not giving us a chance to build those relationships.

Why We Choose Not to Have an Answering Service

In the home inspection business, one of the most important customer service role is answering the phone. Still, as much as we would love to offer Customer Service 24/7, it is almost impossible without hiring an answering service to take calls when we are unavailable. Currently Mirowski Inspections staffs our office with two full time customer service specialist who answer our customer calls from 8am- 5pm and Faith answers calls from 9-1pm on Saturdays. We also have an inspector on call every afternoon for backup and customer support. Unfortunately, we still miss calls and we continue to try new ways to make sure our customers reach a live person every time. Recently we looked into hiring a professional calls service to take overflow calls and after hour calls, regretfully, it wasn’t for our company and we ended the service within 48hours of starting. One thing I love about working for Mirowski Inspections is how every single individual here is family orientated, and we all enjoy making those relationships with our customers and business partners. Having an answering service pick up our calls was not giving us a chance to build those relationships.

My Research

I took to Facebook to gather some experiences that others had with answering services. I did not receive any positive feedback. Instead, those who participated all agreed that having a real person who is involved with the company answer the phone gave them a better outlook on the company they were dealing with at the time. They wanted someone who knew the answers to each question asked and someone who took the time to listen, not just answer the phone and rush to hang up for the next call coming in. So, please forgive us if you go to a voice machine the first time you call. I promise we miss very few calls and it will not be long before you get a call back. We will however continue to adjust our schedules around higher call volume times and add staff when we can.

You Can’t Outsource Family

At Mirowski Inspections, we love talking with our customers, building relationships, and developing friendships. We want to get to know you and make sure you are getting the best service possible throughout the entire home inspection process. We enjoy speaking to first time home buyers or home buyers in general. The vibe of excitement radiating through the phone is infectious. Our customers are our families and the homes they are buying will create lasting memories whether they are buying their first homes, last homes, homes to get them by before having children.

I look forward to talking with you!

CHELSEA HARDIN- MIROWSKI INSPECTIONS-CUSTOMER SERVICE MANAGER

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