Virtual Receptionists Smile-Gals Blog "Your Receptionist"

Smile-Gals Receive Customer Service Awards

2012-01-31T09:20:00.002-04:00

  SMILE-GAL AWARDS

Every Virtual Receptionist / Answering Service Company is only as good as their front line receptionists.

  SMILE-GAL CUSTOMER SERVICE AWARDS 2011

Smiledog has been blessed with great people who care about their job and work together to deliver the Smiles and service for our clients

Smildog's receptionists answer thousands of phone calls every year. As the owner I hear everyday the effort and skill it takes to help frustrated customers. This skill is really an incredible talent that often goes on noticed by customers.

All of Smiledog's receptionists are exceptional and they all care about our customers and the success of Smiledog.

This year we wanted to give a special award for loyalty, team work and dedication.

Tanya Reid received her Smile-Gal award for her loyalty and dedication to Smiledog and great customer service. Tanya has been with Smiledog the longest of any of our receptionists and consistently impress our clients with great service. Tanya has worked every shift and always available to help out when we need her. Tanya is our go to project Gal. She loves projects and does a fantastic job when assigned. Thanks Tanya for a job well done.

Debi Barkhouse received her Smile-Gal award for her team work and great customer service. Debbie filled more shifts and helped out more than anyone when we were in a pinch. She also makes a great banana bread. Thanks Debbie for helping out so much and making everyone feel at home.

Brittany Gilday received her Smile-Gal award for being AMAZING. Everyone know that Brittany is the go to Smile-Gal. We could not survive without her.
She has a photographic memory, gets all the daily tasks done before you ask and is a true Smile-Gal Star. She also keeps us up to-date on our daily horoscope.

Of course all the receptionists at Smiledog do a fantastic job and they all deserve awards every day.

I would like to give a special thanks to Chantel, Christie, Leah and Joan who

"Get er done" everyday.

Thanks so much for being Grrrrreat!!! Smile-Gals

Virtual Receptionist Helps client in Pain. Great Job!

2011-11-10T15:32:00.001-04:00

What can a virtual receptionist / Live answering service do for your business?

Tanya "Great Job"

Sometimes it is something amazing!
Many people do not answer the phone anymore.
In an attempt to cut costs they are using fancy new auto attendants or voice-mail etc and they think they are providing great customer service.
We recently had one of our receptionists help an appointment setting client who uses us to answer his phone and book appointments
It really showed me that only a live person can provide a level of service that goes above and beyond and truly builds customer loyalty.
I sit here everyday listening to what a great receptionist can do. They empathize, listen and add value to ever customer interaction in a way that only a human can. Sometimes they even "Wow me" as the interaction below shows how Tanya one of our great receptionists helped a chiropractic patient who was in extreme pain squeeze into our clients schedule.

Hi Dr MacNeil.
I just received a call from Bob ? who is in IMMENSE pain (so much that he could hardly talk to me on the phone)
He can walk okay but he can't stand up straight.
I took a look at your calendar and told him to come in for 2/2:15. He's going to grab a shower and come for then.
I know your schedule has you off until 2:30 and then Mary ? is in at 3pm, but I felt so bad for this guy (and I know you would too), so I wanted to try and get him in asap.
And, as I was booking this, Jules ? was booked in for the 2:45 slot. Is there any way you could come in to see Bob at 2pm when he gets in? I'm sorry if this isn't do-able.
His telephone number is 1-902-7??-5/// if you need to reach him. Or I can call him if need be.

Thanks
Tanya
Smiledog 'Your Receptionist'

Our client replied back to Tanya with the following comment.

Thanks Tanya,
I will see Bob as soon as he arrives.
A+

All I can say is lets see your voicemail or auto attendant provide this level of service.

Live answer can really make a difference.

"Smile when you answer the phone"

"SmileGals" Surpised Again! Thank you Cheri!

2011-10-14T12:27:00.000-03:00

Wow!!!! We were so surprised when Cheri a Physiotherapist who has been a Smiledog virtual receptionist appointment setting client "FOREVER" dropped by and gave all the receptionists an incredible gift basket.

Cheri was one of our first virtual receptionist appointment setting clients. Cheri started using a Google calendar then moved over to our customized web based appointments setting system and we have loved booking clients into her schedule.

The "SmileGals" would just like to give Cheri a big Thank you. The balsmic vinger etc wine bread hic! was fantastic.
We so impressed that you thought of us and we wish all the best,. You made our day / month.

Virtual Receptionist "Smile-Gal" Celebrates Birthday. "Happy Birthday Tanya"

2011-09-27T09:42:00.004-03:00

"Smile-Gal" Celebrates Birthday. "Happy Birthday Tanya"

Tanya one of Smiledogs great Virtual Receptionists has provided outstanding answering services to small business all across North America. Tanya who has been with Smiledog for over two years provides outstanding telephone messaging and virtual receptionist services to Smiledog's diverse client base in The United Sates and Canada.

The Smile-Gals would like to give Tanya a shout on her birthday and say how much we appreciate her fun attitude and superior customer service skills.

If you need a virtual receptionist or answering service call Smiledog to get Tanya and the rest of our excellent staff to create a great first impression for you business. We can take a message, connect calls to your extension, cell or home office. We also specialize in booking appointments using any web based system for massage therapists, physiotherapist, chiropractors, acupuncture, hypnotic therapy, osteopathy and psychological offices.

Smiledog system is flexible and customizable to each clients needs. Tanya is a great example of the great team of virtual receptionists who provide service to our diverse client base in North America.

Happy Birthday Tanya,. Thanks for the great work. Call us at Toll free @ 1-866-773-2030

http://www.smiledog.ca/

"Smile-Gals" Receive more Testamonials

2011-09-01T12:34:00.001-03:00

AUGUST 2011 TESTAMONIALS FOR THE 'SMILE-GALS"

Thought I'd provide some quick feedback: only positive reviews! My clients are pleased with the service they are receiving, my ability to return messages quickly and efficiently has increased, and I feel much more organized throughout the day!

Andrew McDonald
Owner/Operator
McDonald& Company - Naval Architecture and Design
http://www.navalarchitecture.ca/

================================

I understand you are looking for a reference on the service of Smiledog Remote Reception. I have been working with them for few months now and could not be more delighted with their services. I have worked with larger companies before and no where have I had this level of personalization; it really is as if their team was in your office! I have gotten many comments from my callers as to the professionalism of the receptionist and if there is any you need, Jeff is a call away. This is the testimonial I wrote for their website.
I have a management consulting/law firm and really needed some help managing my calls! I found Smiledog on a Google search and because they are a small firm like mine I thought I would give them a try. Don’t let the size fool you, this firm delivers a top notch professional and totally customized, solution to your communication needs. Unlike the big companies that I have used before, you can change your instructions in real time, via a simple email; in fact, everything with them is that easy. Smiledog has great old fashioned values- they put the Client first!

Every word is true- you have direct access to the receptionists, who I call the “smile-girls”, in real time and can change your instructions in an instant. Needless to say, I could not give them a higher recommendation, but if those things aren’t enough, their prices are affordable even for the smallest of companies.
If you would like further info please don’t hesitate to call me. My contact info is below.
Sincerely,
Lori Karpman B.Comm, B.C.L., LL.B.
President & CEO I Lori Karpman & Associates Ltd.
===================================

We have been using your services a lot more lately since we have been out of the office and we are so happy with the job everyone is doing. Thank you so much for treating our customers so well and handling their questions so professionally.
Best to everyone,
Tara Boles
Training Center Director
AED & CPR Training and Consulting, Inc.
Evanston, IL www.Multi-Hazard.org

A BIG Smiledog "THANK YOU" you goes out to Claire at BeNatural.

2011-08-25T12:22:00.003-03:00

We had a great surprise this week.

Claire Lasnier from Be Natural http://www.benaturallaserhairremoval.com/
dropped by our office with lunch for all our receptionists.

This was a total surprise and greatly appreciated by everyone at Smiledog. Claire has been a client for several years and we love booking appointments and helping her clients with FAQ's..

Claire runs a great company and the "Smile Gals" love helping her grow her business.

Thanks so much Claire. We loved the surprise.

Be Natural Website

July 2011 Smiledog Testimonials

2011-08-04T09:35:00.000-03:00

After a long absence from blogging we have finally have our Smiledog blog linked to our website.
I do not know why this took so long. I guess it the typical problem most small business owners have. Not enough time in the day.,

So to get started I am posting some testimonials we received in July 2011.

Then the goal will be to get some old events updated with pictures etc. and then start a regular blog schedule.

Its nice to get something off the list! Jeff@Smiledog

Testimonials for July 2011
Things are going good so far. I've enjoyed the contact, questions, and friendliness of the receptionists and have had some good feedback from patients.
Acupuncture Clinic Calgary
================================
Just tested the call transfer and it worked great..and tell Tanya she sounds awesome.
I do have to tell you, before I made the choice to go with your company I did phone three other companies, one got my name wrong, one lost my call in a transfer, and another one got my phone number wrong on the message and they all did not sound as cheerful as your employees. I have had the opportunity with calling you back to get to talk to a couple of them, and they are very organized and sound fabulous. Just wanted you to know that I have a lot of faith in the way that your company is offering this service, I am very impressed.
Aradia Fitness
=============================
Hey Jeff.
Everything is working out really well, and I have no complaints at all. Everyone I have asked has eceptionists" were professional and pleasant. A few were taken off guard as they did said that the "rnot expect to here a live person answer. The service is doing exactly what I need it to do which is to ensure that I do not miss any calls. I honestly have been an advocate for your business and telling people about it as I am a huge fan of the concept. You should consider franchising.
Chrio Clinic Calgary
=============================
I just want to say how very pleased I am with the service at Smiledog! Brittany and the other receptionists go above and beyond and it really shows and I have great client feedback.
Intuitive Consultant/Medium | Reiki Master
===================================

I have been using your service for a few weeks now and I have to say I am delighted. The receptionists, who I call Smile-girls, are fab, everyone of them. It’s been great for me.
Lawyer / Franchise Consultant Montreal //

I then asked if we could use the above testimonial and she wrote back.
That’s not a testimonial!!! This is:
I have a management consulting/law firm and really needed some help managing my calls! I found Smiledog on a Google search and because they are a small firm like mine I thought I would give them a try. Don’t let the size fool you, this firm delivers a top notch professional and totally customized, solution to your communication needs. Unlike the big companies that I have used before, you can change your instructions in real time, via a simple email; in fact, everything with them is that easy. Smiledog has great old fashioned values- they put the Client first!
Lori Karpman, President & CEO Lori Karpman & Associates Ltd.
Now that’s a testimonial you can print!
=============================
Seriously Brittany, you are the most efficient person ever. I think you need to ask for a raise! Also I am sending off a note to Jeff before I leave on how impressed I am with you and your work for us. I always feel in good hands when I know you are on the plan!!
Thanks so much!!
Massage Therapy Clinic
=============================

November 13

2009-11-13T13:57:00.004-04:00

I just wanted to thank Jeff and the Smiledog girls for all the fun we've had and experiences we've shared. Thank you also to our clients - it has been great to work with you!

Joyce and her 44,725 calls taken star!

From left to right: Jennifer, Tanya, Joyce, Amanda, Penny and Christina

In front: Deidre and Jeff

Missing are: Lois, Rowena, Amanda M

2009-06-04T15:11:00.005-03:00

Smiledog has been steadily building our roster of clients over the last year and in that time we have expanded our hours and our team of receptionists. We are pleased to welcome Ailsa, Shannon, Katrina, Debbie, Amber and Amanda to the fold.

A short time ago we did say farewell to Tara as she decided to try new challenges.

Her enthusiasm is still missed.

Here she is with Jeff and Joan on her last day.

Remember - it's always better to be a Smileydog than a crankycat!

Networking fights recession in Metro

2008-12-23T14:16:00.002-04:00

BY RICHARD WOODBURY, TRANSCONTINENTAL MEDIA
The Nova Scotia Business Journal

HALIFAX – Business cards are swapping, hands are shook, people mingle and referrals go back and forth. This is the very essence of networking.
“Everybody knows somebody in something,” says Jeffrey Doyle, the owner of Smiledog, a Bedford-based remote reception service company. That pretty much sums up networking. People are able to recommend people with an assurance of quality because they know and trust them.
Doyle’s a frequent networker and belongs to five networking groups. He estimates that 60 per cent of his business comes from networking. “I’m out there to build my business,” says Doyle. “How can you do it when you don’t have a lot of money to throw around for advertising? You do it one person at a time.”
One of the groups Doyle belongs to is Business Networking International (BNI) Burnside. The roughly 25-member group meets every Wednesday over lunch in Dartmouth. In its last fiscal year ending in Oct., the group generated just over $660,000 in business amongst its members, says its president, Jack Churchill. “There’s a much higher possibility of closing a referral than a cold call,” he says.
Other networking groups in metro include BConnected, the Business Breakfast Club and SMB Soapbox. Networking groups operate in different ways. Some have fees, some don’t. Some meet as frequently as on a weekly basis, some don’t. But the one overlapping objective is the desire to help people grow their businesses.
“The way I believe you build influence with people is to have a genuine interest in how you can help them and if you can help people, people will look to you for solutions,” says Jerry White of Rudder Business Advisory Services. “They’ll think of you when you run into a situation where somebody needs help. If they need help themselves, they’ll think, ‘Who can help me?’” White has been a member of BNI Burnside for 14 months. It was during his second lunch with BNI that he landed his first project within the group.
White thinks the key to succeeding in networking groups is asking people the right questions to find out how you can help them. “What does this person do? Is there a way I can help them build their business? Do I know somebody who could use what they do? Do I know someone who would be a good network contact for them? Is what they do something I would use?”
– Daily Business Buzz 19/12/08

Jeff's in the holiday spirit!

2008-11-28T17:24:00.002-04:00

Santa's helper is already making his rounds! Jeff certainly is a jolly elf!

Smiledog welcomes new client Layers Wedding Cakes!

2008-11-28T17:16:00.002-04:00

Smiledog is thrilled to assist Jennifer Harrison with her business "Layers Wedding Cakes". If you are looking for exquisitely designed wedding cakes for your 2009 nuptuals, look no further.

Jen brought a bit of a taste test to the office and we unanimously decided that it was the best cake and frosting we've ever had! Nothing makes us smile more than cupcakes!

Jeff meets Sunman creator Carman Keddy

2008-11-06T16:42:00.003-04:00

Smiledog and the B2B Trade Show

2008-10-28T13:31:00.003-03:00

Smiledog Remote Reception was pleased to take part in the 2008 B2B trade show for Halifax Chamber of Commerce members. The event took place at the World Trade and Convention Centre in Halifax.

On hand was Smiledog president Jeff Doyle. In addition to the opportunity of meeting clients and peers, Jeff was very excited to meet a few celebrities!

CBC Television's show Dragon's Den features a panel of top business moguls that are pitched concepts and products by aspiring entrepreneurs. Arlene Dickenson is one of the 5 Dragons.

Jeff was also pleased to meet Carman Keddy, creator of Sunman who is currently working on a movie script.

Jeff meets Dragon's Den business mogul Arlene Dickenson

2008-10-28T13:24:00.002-03:00

Progress Magazine Ad

2008-10-03T14:15:00.002-03:00

Testimonials from satisfied clients

2008-10-03T10:28:00.003-03:00

We thought we'd share a few of the comments some of our clients have made in response to our work. Different organizations require us for different reasons. How could we help you?

I use Smiledog when I am in a meeting, working on a project or with a client. I am more relaxed because all my messages are sent to my e-mail. I do not have to worry about taking a call in a meeting and forgetting to write it down. My Smiledog receptionist handles it for me. I am more focused on the task at hand and not controlled by my phone. I didn’t expect the personal touch was possible with so many Smiledog clients but your receptionists know our clients and have become part of our staff. They are friendly, professional and present the image that is essential for our company. I can relax knowing that all my calls will be answered professionally and with a live, friendly voice.

Smiledog has allowed us to present a new level of professionalism and customer service that was not possible with voice-mail and trying to answer every call by myself.

Mike Morrissey
Hearthstone Hospitality
http://www.hearthstonehospitality.com/

Everyone is happy with your service.
Today was certainly the true test. Everything went perfectly. Your girls did fabulously. .
I have had only compliments from our patients who have been assisted by Smiledog.

Thank you

Dr. Ilyne Kobrin
223 Airport Road South,
Naples, 34104, USA

I was away on vacation and on my first day back our receptionist called in sick. There was no stress or hassle. We simply switched our phone over to Smiledog and they seamlessly handled all our calls.
It was great to have no worries when one of our staff needed the day off. It pays to have a back up.

Gord Gamble
Minuteman Press Halifax
http://www.mmphalifax.com/

Enhance your business's efficiency!

2008-08-18T11:14:00.002-03:00

Using a Remote Receptionist to Enhance the Efficiency of Your Business
By Jeff Doyle

How can a small business person free up time to get organized and compete with larger companies?

How can mid-size companies increase customer service at a low cost when extra employees are too costly and hard to find?

They can outsource their reception position, and as a result, improve their image and customer service.

Larger companies recognize that image, great customer service and efficiency can be achieved by providing a live answer receptionist when a potential or existing client calls their business. These companies recognize that letting callers get a busy signal, auto attendant or voicemail means lost business.

Remote reception services make it possible for small enterprises to outsource this receptionist position using advanced technology to answer and connect their calls to anywhere in the world. They also help larger companies have a back up receptionist to cover the high turnover in this position, handle overflow calls, lunch hours and vacations. Today’s technology makes the outsourcing of this remote reception service possible at a fraction of the cost of hiring full time staff.

In order for small companies to compete, they need to think about the image of their company. Your clients and potential clients will ask many questions about your business based on their first impression. They will ask themselves, are you serious about your business? Can you really do the work? Will I regret doing business with you?

Small business owners must project a professional image. Sounding bigger is better. Perception is reality! You market your image positively or negatively, but you cannot not market - just like you cannot not communicate!

If a client phones you and you do not answer the phone, you are still marketing - you are marketing the notion that you are not interested in their business.

Invest in your business image. Increase customer service and invest in you!

Live Answer is the Answer!

About the Author
Jeff Doyle is the President of Smiledog Remote Reception. If you would like to learn how to make Smiledog your company’s Remote Receptionist, call Jeff at (902) 576-3555 or check out the company website at http://www.smiledog.ca/. Smiledog is open from Monday to Friday 8:30am-5:30pm, just like a real receptionist. “We Smile when we Answer.”

Smiledog article in The Laker

2008-08-18T11:10:00.001-03:00

Smiledog Remote Reception is celebrating its 1st Anniversary! This unique Remote Reception business is located along Hwy 2, in the Sobeys Plaza, Fall River. Owners Jeff Doyle and his wife Joan came up with the concept for Smiledog while trying to buy a Home Care business from a local owner.

“The owner decided not to sell and told me I should look at a business centre concept she had seen in Toronto,” said Doyle. “I decided to check this out, but after doing so, I felt it was a bad investment unless you owned the real estate. However, I was intrigued by the technology involved with the phone-answering / Receptionist part of the business. I felt that this part of the business had real potential.”

Doyle started his career as a Geologist, working in Scotland, Morocco, Australia, BC, Yukon, and off-shore Nova Scotia. “The oil market died after college and I went back to school and got a teaching degree, but again, no teaching jobs. Jeff’s first job was selling encyclopaedias and this was my first introduction into the business world and I found that I really enjoyed sales. Jeff then worked in textbook publishing as a regional sales representative, and after a few bad experiences working for a boss; I decided I wanted to own my own business. Having no experience, I bought a Jani-King Franchise and developed a successful business in Moncton , N.B.,” said Doyle.

But Doyle says he grew bored of the business, and in 1995 he sold it to start Shred-it Atlantic Canada. “Joan and I grew this company into a successful regional shredding and recycling company. We sold this company in 2002 and took a few years off to travel and spend time with our kids, including a three month trip with our kids to Africa,” he said.

When they returned, the Doyle’s were looking for a new business to purchase, and while searching, they came up with the idea for Smiledog.

The core service of Smiledog is to be a Remote Receptionist. “The concept came from looking at business center’s and the answering service market. My wife and I decided that using advance technology and a unique marketing approach we could develop a new concept (Remote Reception) that would be offered to professionals and small-medium sized business. We felt this was an under serviced market and I felt we could do a better job with the Marketing and Branding and as a result develop a unique new business service,” says Doyle.

Smiledog is able to adapt to meet the individual needs of the clients it serves. “Different clients use us for different reasons. We create a unique computer profile for each company as well as for every employee in that company. This advance computer telephone integration technology means that we can customize the service for each of our clients,” says Doyle.

“This service fills the need for companies that would like to have a receptionist but cannot afford one. The service is also great for businesses that have a receptionist but that need someone to cover lunch hours, sick days, and vacations. If the employee quits, we are a great back-up,” Doyle says. “Some clients use us as a full-time receptionist and we connect and announce calls to cell phones, extensions, and home offices. These companies save thousands over the cost of a full-time receptionist. Other companies use us strictly as a back-up for their current receptionist or if everyone in the company is in a meeting. We can also program our client’s phones to only handle overflow calls so that they do not have to hire additional employees.”
Smiledog Remote Reception also uses a unique web-based appointment setting software that allows them to book appointments in real-time. “One of our clients is a doctor in Missouri,” says Doyle. “We are his receptionist and his clients cannot tell the difference.”

The Doyle’s came up with their unique company name using a $12 computer program called Name Razor. “The program said to list all the words and ideas you would like your company and people to be. In that long list were the words Smile and Dog,” says Doyle. “The word Smile was there because we wanted our people to smile when they answered the phone, and the Dog just represented friendly, consistent service. The computer program puts word combinations together to create names. Out of hundreds of names, there was the name Smiledog.”

Doyle says at the time, he was reading Dale Carnegie’s book “How to Win Friends and Influence People.” He said you should “smile when you answer the phone”; that people can tell when you are smiling on the phone. “Bingo” I said, this is the right name for our company as this name would actually represent everyday, the service-promise we are trying to deliver to our clients,” says Doyle.

Doyle is pleased with the way the concept is being received. “With the unique technology we use, we are able to do everything a great receptionist does, except we can’t greet people at the door when they arrive,” he says. “We have great local staff, who are totally committed to our concept. They are our “smile”!

Louise MacDonald of Windsor Junction, who owns and operates Kindermusik with Louise, is a client of Doyle’s, and she is very pleased with the service provided by Smiledog. “Smiledog has helped my business tremendously. I am able to do what I love the most – teach children – and I know that there is always someone there to answer my phone and assist new clients through my website. Their service is prompt and professional, and I am forever grateful for its use!”

“We make a promise to our customers,” says Doyle; “we will answer the phone with a ‘smile’ and build our company with a philosophy that puts our customers first.”

Jeff and Joan plan on franchising their concept in the near future. If you would like information how to make Smiledog your company’s Remote Receptionist, call Jeff Doyle, at (902) 576-3555or 1-866-773-2030. You can also check out the company web-site at www.smiledog.ca .
Smiledog is open from Monday to Friday 8:30am-5:30pm just like a real receptionist.

SMILE - great article

2008-08-15T09:53:00.003-03:00

SMILE...When you Answer the Phone

Smiling is the best thing you can do to increase customer service and create a great first impression. This is true if you are meeting new friends or with new potential clients.
Smiling is important!!! – Either on the phone or in person. People actually ask me: "Jeff, can you really hear a smile?" Yes, you can really hear a smile. And your caller can hear the lack of a smile as well.

Dale Carnegie's theory is that the best way to make a good impression is to smile. The effect of a smile is powerful even when it is unseen. When talking on the telephone, if you smile then the smile comes through in your voice. Try it, it works. This simple action of smiling sets the tone for the call and the expected level of service. Actions speak louder than words, and a smile says, "I like you, I’ m glad that you called.”

Now, if you happen to already be a smiler, you may want to pass this article on to someone who isn't, or doesn't know that you CAN HEAR a smile. Post it on the office or beside your phone to remind yourself and staff that Smiling can make someone’s day.
First, let's take the look at an ancient Chinese Proverb:
“A company without a smiling face must not open shop” Chinese proverb
Few companies actually teach their front line people this concept. Many employees bring their problems and frustrations to work and when you call to ask a question we often hang up saying “Boy did they get up on the wrong side of the bed!” I have found even the owner of a company sometimes forgets to Smile when they are talking with new clients.
Smiling is so easy, don't you wonder why more people don't do it?
How many companies do you call where the person answering the phone is grumpy and you know you are interrupting them? If they were just taught to “SMILE” when they answer the phone they could increase customer service by 100%.
What I have found interesting is that we teach people to say “Please” and “Thank you”, however, we often do not teach people to Smile when they answer the phone or when a customer enters their business. Seems like common sense! It may help to know that we are 100% better looking when we smile.
So, I suggest you keep a mirror at your desk to check to see if you are Smiling when you answer the phone. It may feel funny at first but if you want to give great customer service “notify your face”
Or if you are happy and you know it just “Smile”

Article written about Smiledog on Facebook

2008-08-15T09:42:00.002-03:00

No one can argue that technology has opened up a lot of options for home-based businesses. When my dad started his business in the 1960s, my mother answered all his phone calls and took messages for him to return when he returned from his service calls. That worked well because he didn’t have to pay her, and because they wanted her to be at home with the kids when we were young. When we got a little older and his business was bringing in a more regular income, he engaged a professional answering service. It wasn’t a perfect arrangement, but it worked well and he continued operating that way for many years. Although he could have purchased an answering machine at some point, he believed that customers prefer talking to people than to machines.

When voicemail was introduced, it was widely adopted not only by businesses, but for personal use as well. (Wikipedia has a detailed history of voicemail, if you’re interested.) In fact, these days, it’s very unusual to call someone and get a busy signal or no answer at all. Voicemail allows businesses to have their telephone answered around the clock very inexpensively, and many large businesses have even replaced their switchboard operator with an automated attendant.
Some automated attendant systems work well, but I think we’ve all experienced the frustration of listening to lengthy lists of menu options, only to have to repeat them when it’s not clear which option we need. I have actually called a number of businesses where it is virtually impossible to speak to a human unless you already know the name of the person you wish to speak to and/or their extension number. I understand that it’s probably intentional, so their staff aren’t losing productivity due to calls from telemarketers, but what about potential customers? Are they doing so well that they don’t have to worry about people hanging up the phone and calling their competition?

Telephone answering is not one of the services I offer as a virtual assistant, but I have on occasion agreed to look after calls while a client is on vacation. In one case, I had to call in to check the client’s voice mail twice a day, then call back anyone who left a message. In most cases, I would return the call only to reach the client’s voicemail. So back and forth it went – I probably only connected with half of the people who called. So what became of the others? They, most likely, went to my client’s competitor for services. (My client, meanwhile, still had to pay me for my time.)

Another client uses a system where voicemail messages are delivered by email. When she went on vacation, she arranged for the messages to be delivered by me. This was better than the previous system, because I didn’t have to make a point of calling in to check for messages, and because I was able to return the call immediately in most cases, I had more success reaching the clients, although I still got their voicemail a few times. What I really noticed, however, was the number of blank messages that came in. These were probably people who knew they couldn’t be reached by return phone call, so they would either try again later, or move on to the next business on their list. Although it was a better system for me as a VA, I am not convinced that it was ideal in terms of customer service.

A third client regularly uses a team of consultants who all work from their home offices, of which I am one. In the past, we had to dial in regularly to check for messages, similar to the first scenario described above. Since our work involves a lot of telephone contact, and people could never reach us directly, we tended to play a lot of phone tag. This year, she signed up for a service where all incoming calls are routed to a remote receptionist, a live human being who answers the call and then redirects it to the appropriate consultant. This is much better for the team, because we can talk to callers when they are available to talk to us – which is better for them too! If I’m not available to take the call, the receptionist will offer to connect them with another consultant, or they can leave me a voicemail message, which will be delivered to me by email.

I highly recommend this type of service to anyone who wants to provide superior customer service without the expense of hiring a full-time receptionist. My client uses Smiledog Remote Reception.
www.Smiledog.ca

Greetings from the newest receptionist at Smiledog.

2008-08-14T09:33:00.003-03:00

Hi everyone.
My name is Joyce and I am pleased to be working for the Doyles and with my co-workers. It’s been a pleasure getting to know the contacts within each company we represent as well as learning more about their businesses.

Smiledog really is a fun office to work in; there is always a reason for the smile you hear in our voices when we answer the phone. We certainly enjoy meeting our clients so feel free to stop in and introduce yourself anytime you are in the neighbourhood.

We at Smiledog refer to a Chinese proverb that says “A company without a smiling face must not open shop”. I believe you can take that idea and apply it to so many areas in life.
Here’s another one I enjoy:
“The world always looks brighter from behind a smile.” ~Author Unknown

Thanks,
Joyce

Great Blogging Workshop

2008-02-01T16:53:00.001-04:00

I just attended my first blogging workshop with Elle. (My personal computer trainer)
In less than 5 minutes after the conclusion of her workshop I was able to create a blog.
Thanks for the great Training Elle!
I will figure out the link thing later.

Thanks so much. Now I am off to see Michael Bublé at the Metro Centre.
See ya. Keep on Smiling.

Jeff Smile Doyle