It’s hard to think of Answering Service businesses not connecting with their clients in this day and age. Sure there are few bad apples spoiling the bunch, but those types are doomed to failure.
One fundamental of customer service is to provide a service that will WOW the client. In the answering service arena, this reality is not different. Clients have a lot of expectations regarding the service they yearn for and what possibly they will receive.
That creates a lot of anxiety.
The reason individuals tend to research different options before taking any concrete action is they want to find the ones that most closely fit their needs. Business practices should be in tune with consumers’ behavior motivators.
By understanding what drives customers toward certain practices, answering service companies can significantly improve client’s service experiences. And that’s when Maslow’s motivation theory comes into place.
Maslow’s Hierarchy of Needs
Maslow’s hierarchy of needs explains five motivational stages that humans experience until reaching their ultimate goals. Once the basic levels are met, a natural desire to achieve the others will emerge.
The Five Stages of Maslow’s Hierarchy are:
- Physiological needs – food, shelter, sleep, breathing, water (the most basic)
- Safety and Security needs – employment, health, resources, the family and social stability
- Love and Belonging needs – friendship, family, sense of connection
- Esteem needs – achievement, respect for others, confidence
- Self-actualization needs – acceptance, morality, inner potential, purpose
In the answering service business, four main aspects (needs) are the make or break for customer satisfaction and business prosperity.
On this level, individuals look for reliability and consistency. Thus, this stage is characterized by fulfilling the client’s safety and security needs. Clients want a provider familiar with their products and services, allowing for customization. In other words, they strive for an experience tailored to the demands of their own customers.Also, clients prefer one point of contact when resolving issues. Since they handle time-sensitive cases and information, patrons want the peace of mind and expect a resolution within no time.
Plus, a soft touch when dealing with confidential issues will go a long way, leading to the second point.
2. Connection and Understanding
Although not always explicit, clients long for connection. They need to feel a sense of belongingness and kinship.Our clients in the answering service business come from a variety of industries, and some deal with touchy situations – given the nature of their services. Those clients are looking for an enterprise that can give them a personal feel.
They prefer an answering service team that understands and empathizes with their client’s struggles, making the path to which their trying to accomplish smoother. Not only that, but they also want to be well regarded by the customers they serve, which leads to our third lesson—the need for esteem.
Businesses have a commitment to their clients, regardless of the industry they serve, and a company that follows a customer-centric approach is more likely to understand the customer and meet their needs.Conversely, clients strive to keep the respect and trust of their clients, honoring their patronage.
We, in the answering service business, ought to follow that premise and partner with clients to build credibility. That assures overall satisfaction and increases the chances of a long-lasting relationship.
4. Common Goals
The final stage, or self-actualization need, relates to the point when all parties are satisfied. There must be an alignment of goals between the answering service business and the clients it serves.Likewise, the clients’ objectives need to line up with their customers’ expectations. When it gets to the stage in which all parties agree with their goals, they reach their fullest potential. They met preceding needs and achieved worthwhile objectives.
Ultimately, our intent is to share all goals with our clients. Before getting there, though, a zealous route must be followed. And despite the challenge, the pathway is rewarding—especially when business harvests the seeds of hard work.
What are some other ways to fulfill customer’s expectations? Share your thoughts in the comment section.