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Are You Losing Money by Handling Customer Service Yourself?

by Harley GreenClient Relationship, Outsourcing, ProductivityPosted on Comments are Disabled

Are You Losing Money by Handling Customer Service Yourself?

Let’s be real—entrepreneurs and business owners wear a lot of hats. But just because you can do something doesn’t mean you should.

Customer service is a prime example. You might think keeping it in-house (or worse, doing it yourself) ensures quality. In reality, it’s costing you time, energy, and revenue.

Let’s break down the ROI of delegating customer service—and why handing it off isn’t just a smart move, but a profitable one.

1. The Hidden Cost of Handling It Yourself

As a business owner, your time is your highest-value asset. If you’re spending hours answering emails, troubleshooting issues, or handling refunds, you’re not focusing on growth.

  • If your hourly value is $200+ (which it should be if you’re leading a company), every hour spent on customer service is an expensive distraction.
  • Meanwhile, a trained customer service assistant costs a fraction of that and can handle inquiries faster, more efficiently, and with a customer-first approach.

Bottom line: Every hour you’re tied up in customer service is an hour not spent scaling, selling, or strategizing.

2. Increased Customer Retention = More Profit

Most businesses focus on customer acquisition, but customer retention is where the real profit is.

  • A 5% increase in retention can lead to a 25%-95% boost in profits (Harvard Business Review).
  • 86% of customers are willing to pay more for a better experience (PWC).

An experienced customer service assistant ensures fast response times, personalized interactions, and proactive follow-ups—keeping your customers happy, engaged, and loyal.

3. Scaling Becomes Effortless

Great customer service isn’t just about handling issues—it’s about turning customers into brand advocates.

With a dedicated assistant:
✅ You scale without stress—no bottlenecks, no backlog.
✅ Customers get faster responses, leading to better reviews and referrals.
✅ You maintain a consistent brand voice, even as you grow.

Instead of stretching yourself thin, you create a seamless customer experience that supports your growth, not slows it down.

4. The Revenue-Generating ROI of Delegation

Here’s the math:

Let’s say you spend 10 hours a week on customer service. If your time is worth $200/hr, that’s $2,000/week ($104,000/year!) spent on tasks someone else could handle.

Hiring a dedicated assistant for ~$2,000/month saves you time, ensures better service, and allows you to focus on high-impact revenue-generating activities.

The trade-off? You gain back your time AND see an ROI that directly impacts your bottom line.

Final Thought: What’s Your Time Really Worth?

Most business owners don’t realize how much revenue they’re leaving on the table by handling customer service themselves.

By delegating, you’re not just outsourcing a task—you’re buying back your time, increasing retention, and setting up your business for scalable growth.

So, what’s your time worth?

Schedule a free discovery call!

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Is Your Customer Service Helping or Hurting Your Business Growth? Here’s How to Make It a Strength

by Harley GreenBusiness Growth, Client Relationship, Productivity, Technology & AutomationPosted on Comments are Disabled

Is Your Customer Service Helping or Hurting Your Business Growth? Here’s How to Make It a Strength

Customer service isn’t just a support function; it’s a cornerstone of business growth. In an era where customer expectations are higher than ever, providing exceptional service can be the difference between earning loyal clients or losing them to a competitor. But how do you ensure your customer service isn’t just “good enough” but is actually driving growth?

Let’s explore some key strategies to elevate your customer service and make it a powerful engine for scaling your business.

1. Speed Matters: Respond Faster to Build Trust

In today’s fast-paced world, customers expect quick responses. Whether it’s answering a question, resolving an issue, or providing updates, speed builds trust. The longer customers wait for a response, the more frustrated they become, and the likelihood of losing their business increases.

To address this, implement systems to ensure customer inquiries are acknowledged quickly. Automated responses can confirm receipt, but they shouldn’t be the final touchpoint. Make sure that follow-ups are timely and personalized.

Tip: Set up response time targets for your team, such as responding to all customer inquiries within 24 hours, and track your performance.

2. Make Every Interaction Personalized

Generic responses can make customers feel like they’re just another number. Today’s customers want to feel valued, and that means providing personalized interactions. Use the customer’s name, reference their previous interactions or purchases, and tailor your responses to their specific needs.

This approach helps build stronger relationships and makes customers feel appreciated, which in turn fosters loyalty. Leverage customer data to understand preferences and anticipate their needs—this can turn a simple interaction into an opportunity to delight.

Tip: Train your team to use customer history as a resource. Make use of CRM tools to provide context for every interaction.

3. Empower Your Team to Resolve Issues

The last thing customers want is to be transferred from one department to another. Empower your customer service team with the tools, knowledge, and authority they need to resolve most issues on the first contact. This doesn’t mean every employee needs to handle every type of problem, but it does mean giving your team the ability to make decisions that will benefit the customer.

By reducing the need for escalations, you improve customer satisfaction and demonstrate that your business values their time. If an issue does need to be escalated, make sure the customer is kept informed every step of the way.

Tip: Equip your team with a “solution toolbox”—guidelines and resources to help them resolve common issues efficiently.

4. Collect Feedback and Act on It

Your customers are your best source of information for improving your service. Regularly collect feedback through surveys, reviews, or even casual conversations. But don’t just collect feedback—act on it. Customers want to know that their input leads to real changes.

When customers see that their feedback is taken seriously and results in improvements, it boosts their confidence in your business. This not only helps with customer retention but also encourages more people to provide valuable feedback in the future.

Tip: Share the results of changes made based on customer feedback. For example, “Based on your feedback, we’ve improved our response time by 30%.”

5. Use Technology to Enhance, Not Replace, the Human Touch

Automation and AI can significantly improve the efficiency of your customer service, but they shouldn’t replace the human element. Chatbots, automated emails, and self-service tools can be helpful for simple inquiries, but complex issues still need a human touch.

Use technology to streamline workflows, automate routine tasks, and provide quick answers to common questions. This frees up your team to focus on more meaningful interactions that require empathy and problem-solving skills.

Tip: Ensure that customers can easily reach a human if they need additional support. Don’t hide behind automation—use it to support your team, not replace them.

6. Anticipate Customer Needs Before They Arise

Proactive customer service can set you apart from your competitors. Don’t just react to problems; anticipate them. For example, if you notice a common issue arising for multiple customers, send out a proactive communication to help them avoid the problem before it starts.

By reaching out first, you show customers that you’re invested in their experience and actively working to prevent issues. This not only builds trust but also enhances the overall customer journey.

Tip: Regularly review customer data and trends to identify opportunities for proactive outreach. This could include sending reminders, offering tips, or notifying customers about updates that may affect them.

Conclusion: Make Customer Service a Growth Driver, Not Just a Cost Center

Customer service isn’t just about solving problems; it’s about creating an experience that makes people want to do business with you again and again. By responding quickly, personalizing interactions, empowering your team, leveraging technology, and being proactive, you can turn customer service into a strategic advantage.

Ask yourself: Is your customer service driving growth, or is it just “good enough”? It’s time to elevate your approach and make customer service a key factor in scaling your business.

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Struggling to Keep Up with Client Support? Discover the Power of Virtual Assistants!

by Harley GreenBusiness Growth, Client Relationship, Outsourcing, Productivity, Technology & AutomationPosted on Comments are Disabled

Struggling to Keep Up with Client Support? Discover the Power of Virtual Assistants!

Today I’m sharing how virtual assistants (VAs) can transform client care and support, significantly enhancing client satisfaction and retention. Whether you’re running a startup or managing a well-established company, understanding the role of VAs in client interactions is crucial for your business’s success.

What is a Virtual Assistant?

First, let’s define what we mean by a virtual assistant. VAs are remote workers who use digital tools to manage tasks ranging from routine administrative work to complex client support issues. They work across various platforms to ensure that your client service needs are met promptly and professionally.

Why Focus on Client Care?

Client care and support are more than just answering calls and responding to emails. It’s about creating an environment where clients feel valued and understood. With competition in every industry growing tighter each day, providing top-notch client service isn’t just nice to have; it’s a necessity.

Benefits of VAs in Client Support:

  • Immediate Response: VAs are pivotal in ensuring that client inquiries are addressed without delay. By integrating VAs into your customer service strategy, you guarantee 24/7 support, making sure no client feels neglected.
  • Handling Queries and Issues: VAs are trained to handle a wide range of queries and can resolve issues efficiently using predefined workflows and escalation procedures. This immediate and effective response system increases client trust and loyalty.
  • Personalization of Client Interactions: If your business uses a CRM system, VAs can personalize interactions based on client history and preferences. This personalized approach not only resolves client issues more effectively but also makes clients feel uniquely valued.

Integrating VAs into Your Business:

  • Training and Tools: Equip your VAs with the right tools and training. Workergenix sets up tools that help VAs manage communications seamlessly across channels, from voice to messaging and email, such as a local phone number and a business email address. You can add whatever you want that is particular to your business.
  • Setting Up Processes: Define clear protocols for handling different types of client interactions. This includes integrating your VAs with your existing customer service team if you have one to provide a unified approach to client care.
  • Monitoring and Feedback: Regularly review the performance of your VAs through client feedback and interaction audits. Use this data to continuously improve your processes and training methods.

Case Study Highlight:

Let’s look at a case study from my real estate team, which implemented VAs into its client support strategy. Our entire Client Care system was set up with VAs doing everything that did not require the real estate agent’s license or expertise, freeing up the agent to do the work that only they could do as much as possible. I’m going to focus on our Client Care work here, and not touch on ALL of the customer service work the VAs did as this video is specifically about Client Care. First, someone could first become a client in the initial consultation call between a potential client and a real estate agent. If the person agreed to be a client in that call, the follow up was handed off to the VA team. They would do email introductions between that client and lenders, property managers, contractors, whoever the client needed to speak with to move forward on buying or selling a house. Those introductions would occur within 1 business day, all done by a VA. At the same time, the VA would prep the contract paperwork for the agent to review and send to the client for e-signature. For a home buyer, the VA would also set up an MLS search within that first business day, so the buyer would immediately get a daily email with houses on the market that met their specific search criteria.

During the client’s time as a client, the VA had multiple steps they would complete in either the home buying or home selling process, including client care work.. These would include getting necessary information for the agent from the client, preparing contract documents, and giving the client updates. After the transaction, the VA followed up at one month and one year to check on the client, see if they needed anything we could help with, and again thank them for their business. These are all tasks that would have either happened more slowly, or not at all, if there wasn’t a VA to do them.

Conclusion:

Incorporating virtual assistants into your client care strategy can significantly enhance your ability to meet and exceed client expectations. If you’re looking to improve client satisfaction and retention, consider how VAs might be the right addition to your team. For more details on how to implement effective virtual assistant strategies in your business, reach out to schedule a discovery call.”

Busy entrepreneur delegating tasks to a virtual assistant in a modern office setting

Simplifying Customer Service: How To Train a Virtual Assistant To Lighten Your Load

by Harley GreenBusiness Growth, Client Relationship, Outsourcing, ProductivityPosted on Comments are Disabled

As an entrepreneur or business owner, handling customer service can quickly become overwhelming, especially as your business scales. Here’s a practical guide to easing this burden by bringing on a Virtual Assistant (VA).

Why You Need a Virtual Assistant for Customer Service

Customer service demands can spike unpredictably, and your ability to respond promptly affects customer satisfaction and retention. A VA can manage routine inquiries and support tasks, freeing you to focus on the growth and development areas of your business.

How to Choose the Right VA for Customer Service

  1. Identify Your Needs: Before searching for a VA, outline what customer service tasks you need help with. This could range from answering emails to managing live chat and handling customer complaints.
  2. Selecting a VA Service: Companies like Workergenix provide a comprehensive setup for VAs, including local phone numbers, task management systems, professional email addresses, and email signatures, which are essential for maintaining professionalism in customer interactions.

Training Your VA to Meet Your Standards

  1. Establish Clear Expectations: Provide detailed descriptions of tasks and the quality of service you expect, including response timeframes, tone of communication, and handling procedures for different types of inquiries.
  2. Use Training Materials: If you have existing Standard Operating Procedures (SOPs), recordings, or handbooks, share them with your VA. If not, consider tasking your VA with creating these materials as part of their onboarding.
  3. Adopt an “I do/We do/You do” Training Approach: Demonstrate tasks yourself, perform them together, then let your VA handle them, providing feedback as needed.

Ensuring High-Quality Service

  1. Implement Systems: Use tools like CRM software to manage customer interactions systematically. Systems can be scaled or adjusted depending on business size, ensuring your customer service grows with your company.
  2. Regular Feedback and Evaluation: Schedule regular reviews and provide constructive feedback. Encourage your VA to ask questions and suggest improvements.

The Advantages of Outsourcing Customer Service

Outsourcing to a VA not only alleviates your workload but also enhances operational efficiency. It allows for scalability, offers flexibility during demand fluctuations, and ensures your customers have access to support when they need it. Ultimately, a VA can contribute significantly to customer satisfaction and loyalty, driving long-term success for your business.

For businesses feeling the strain of customer service demands, hiring a virtual assistant can be a game-changer. Embrace the opportunity to enhance your operational efficiency and watch your business thrive.

A woman pointing upwards with text asking if virtual assistants are the secret to boosting your business’s customer service.

Are Virtual Assistants the Secret to Boosting Your Business’s Customer Service?

by Harley GreenBusiness Growth, Client Relationship, Outsourcing, ProductivityPosted on Comments are Disabled

Today, we’re tackling a topic often clouded by misconceptions: How virtual assistants can improve your business’s customer service! We’ll discuss what customer service is, detail tasks that a VA can do, and dispel common myths along the way.

First, let’s all agree on what customer service is. It is the support and assistance a business provides to customers before, during, and after they purchase a product or service. activities aimed at addressing customer needs, resolving issues, and ensuring satisfaction. This includes answering inquiries, handling complaints, processing orders, providing guidance, and offering solutions to problems. Exceptional customer service is essential for building strong relationships with customers, fostering loyalty, and driving repeat business. It plays a crucial role in shaping the overall reputation and success of a business.

How can a virtual assistant help with customer service? They can answer inbound messages, such as calls, emails, online messages, and social media messages. They can answer client questions in this communication, schedule appointments, and accept payment, They can also complete outbound contact pre-emptively: status updates, check-ins, and reaching out to get client details. They can also post updates for a client in an online system if the company uses something like that. Another example of customer service is event outreach: they can reach out to customers, past and present, inviting them to an invite, or reminding those who’ve RSVP’d to attend!

Let’s dive into some common questions about hiring a virtual assistant for customer service! First, a question I get is: Do virtual assistants have accents that might impede effective customer communication? At Workergenix, many of our virtual assistants come from The Philippines, where English education starts as early as first grade. This means that there are many great potential VAs out there with little to no accent. Moreover, we’ve implemented a rigorous in-house English training program to address accents and help VAs sound more natural. So, while they may not be native to the US, their communication skills are top-notch.

Now, onto another misconception: Will using virtual assistants result in a decline in service quality? Contrary to popular belief, outsourcing customer service to virtual assistants often enhances service quality. With the affordability of virtual assistants, businesses can offer more comprehensive customer service, demonstrating a commitment to their clients’ needs. Many of our clients had no dedicated customer service employee prior to working with us, as the cost of hiring someone locally was prohibitive. Now, they’re able to have a highly-skilled, college-educated person dedicated to customer service. Isn’t that better than the business owner or another employee trying to do it in their free time?

Moving on, let’s address another concern: Are virtual assistants capable of handling complex customer inquiries? Absolutely. Our VAs have the experience and training to handle a wide range of customer issues efficiently, ensuring your customers receive the support they need. We recruit and hire for each opening, so we are searching for someone who’s skill set is a perfect fit for the client’s needs. Also, we only hire those with at least a bachelor’s degree. Moreover, our VAs have access to a wealth of resources and tools to assist them in resolving complex issues promptly. At Workergenix we have several corporate accounts our VAs can use, including a pro ChatGPT account. We’ve found that’s a great resource for helping problem-solve complete situations, and for crafting customer responses that are polite and well-written. Another resource they have is the Workergenix community. VAs can speak with each other, ask about problems they’re facing, and see if another VA has dealt with this in the past and has a solution. Our clients get the benefit of an entire community of VAs and the sum of their experiences!

Lastly, there’s a misconception that virtual assistants lack the personal touch of in-house customer service representatives. However, our VAs are trained to provide personalized and empathetic support to every customer, ensuring a positive experience with your brand. There is no reason for the customer to think that the VA is NOT an in-house customer service rep. We have had numerous situations where customers interact with the VA as if they are right in town, the customer doesn’t know the VA is elsewhere! Additionally, with advancements in technology, virtual assistants can now engage with customers through various channels, including phone, email, chat, and social media, providing a seamless and personalized experience across all touchpoints.

In conclusion, virtual assistants can be your ultimate customer service solution, offering expertise, affordability, and efficiency, while shattering common misconceptions along the way.

Business Communication Evolved: Virtual Professionals’ Impact!

by John BelvisScale Smart, Grow Fast PodcastPosted on Comments are Disabled

Business Communication Evolved: Virtual Professionals’ Impact!💸

In this video, we unravel the pivotal role that virtual professionals play in revolutionizing professional communication using cutting-edge virtual phone services. Join us as we explore the transformative impact of employing virtual professionals to handle phone calls, amplifying the efficiency and effectiveness of your business communication.

Our focus in this video centers on the critical aspect of managing phone calls through virtual phone services with the support of our dedicated professionals. Witness firsthand how the integration of virtual professionals in handling calls not only optimizes your business communication but also ensures a seamless, professional experience for your clients and partners.

Explore the benefits of this approach – from enhanced customer service and better call management to the flexibility and scalability that virtual phone services offer. Discover how our virtual professionals leverage these services to streamline call handling, ensuring that your business maintains a professional image and responsive communication strategy.

You can also listen to this episode here:

🔗Spotify

🔗Apple Podcast