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Libby Kersey, co-owner of Classiqué Home and Garden Center, knew that
many home gardeners admired roses, but were discouraged
when tea-roses from large mega marts were purchased and failed to survive. When asked by
local clubs to make presentations, Libby focused her sessions on roses
that were both hearty and disease resistant.
Her talks resulted in strong word-of-mouth advertising. The garden
center, staffed by Libby, her husband Jerry, and two adult children, had
trouble handling all the phone calls generated on top of maintaining
strong customer service to their in-store customers.
Libby explained, "The calls
during the week were manageable but the weekend calls became overwhelming. Unfortunately, many of the callers just wanted
directions to find our store, which is just off a busy highway. Others
wanted to know if we were open, or what were our business hours."
"We talked about
hiring extra help, but found it hard to
find someone to only work weekends," Jerry added. For the Kerseys,
providing a high level of personal service to their
customers was essential. "Many people come in wanting a beautiful
landscape, but don't know where to start," said Libby.
"We get a lot of people who come in and tell us what isn't working for
them. Too much wind, poor soil, or too much shade. They come look to us
for solutions. They weren't getting the attention they deserved waiting in line
behind 3 other customers while we answered the phone," said Jerry.
To overcome their weekend staffing problem, the after-hours answering
service the Kerseys used was expanded to weekends. Callers who had
routine questions, such as location or
hours, were handled immediately. Those who had special needs were rung
through to the Kersey's phones.
"I was just chatting as I called in for our morning messages, when they suggested there was a simple solution. I am so grateful that
they took the time to listen to me. I had no idea that this was an area
they could help us with," said Libby.
By discussing the unique needs of Classiqué Home, it was possible to
create detailed information to help callers quickly and professionally
during busy times. It was also possible to keep staffing costs under
control. Hiring non-family members would have forced the Kerseys to add
to their administrative costs.
"It made a remarkable difference for us as business owners, and as a
family. I would estimate that eight or nine out of every ten callers are
handled through the telephone answering service on weekends. It has freed us up to talk
to the customers that come into our garden center and to be more relaxed at the end of each day. I
think Libby and I are back in touch with the things we love most about
this business," said Jerry.
Learn more about telephone
answering services and discover how they might be able to help you.
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