Libby Kersey, co-owner of Classiqué Home and Garden Center, knew that many home gardeners admired roses, but that they had been discouraged when tea-roses from large mega marts 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 while also maintaining strong customer service to their in-store customers.

Libby explained, "The calls were fine, except on weekends. Then, it was just 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 and what our hours were." 

"We talked about hiring some weekend help, but it was really hard to find someone who only would work on weekends," Jerry added.  For the Kerseys, providing a high level of personal service to their customers was essential. "Many people come in here 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 to us looking for solutions. They weren't getting it when they were standing four-deep in line while we answer 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 one of the Kersey's directly.

"I was just chatting as I called in for our morning messages, and that's 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 people here and to relax a little more at the end of each day. I think Libby and I are back in touch with the things we love most about this business again," said Jerry.

Learn more about telephone answering services and discover how the might be able to help you.