As nice as it would be, customers don’t stop calling after normal business hours are finished. Emergencies and other calls can come in at any time of the day — your busiest time, over the weekends, overnights and holidays. Nothing is off limits for when a plumbing customer could be trying to reach you.
What are you supposed to do? Make sure you and your team can answer the phone all the time? That’s not feasible for many companies out there, but answering services are one way plumbing business can solve the problem of making sure customer calls are getting answered.
“It is so vital to have a reliable, creditable answering service that you can rely on 24/7, so that you never miss a call or lead,” says Ashley Tells, founder and owner of Right Way Answering Service.
Right Way Answering Service is a full-service answering service and call center customized to fit all business needs.
“We specialize in providing service specifically to the home service industry,” Tells says. “We offer a variety of services and plans that can fit into any budget and our elite agents will fulfill your customer needs in a friendly and professional manner.”
Plumber recently spoke with Ashley about why she founded Right Way Answering Service and the company’s drive to help contractors.
Plumber: Why is a good answering service so important to a service company?
Ashley: Being able to have a service that you can quickly roll your phone lines over or catch overflow if you are experiencing an influx in calls or if one of your staff members calls out sick, we are here 24/7 to help so that your business can operate normally. We have heard from many contractors about their struggle to find a reliable answering service that provides exceptional service. We can be of service during company meetings so the business can conduct the meeting uninterrupted, when managers have to travel, or simply at the end of the day so that the owners can enjoy time outside of the office uninterrupted with the peace of mind that all of their customers are receiving the care, and service needed.
Plumber: Tell me about Right Way Answering Service, how was it founded, what does your company do?
Ashley: Right Way Answering Service specializes in providing service specifically to the home service industry. We offer a variety of services and plans that can fit into any budget and our elite agents will fulfill your customer needs in a friendly and professional manner. Don’t miss any more calls, let us be your extended office. You no longer have to worry about after hours, weekends or holidays. We provide live support with our highly trained and professional customer service representatives every minute of the day!
Plumber: The company doesn’t only service plumbing companies, but that is where it got its start, what has the growth of the company been like?
Ashley: The growth of our company has been absolutely amazing. It’s extremely rewarding to be in an industry that is not only helping people get their home serviced, but also knowing we are helping other business owners support and grow their business as well.
Plumber: What type of services does the company handle? Just answering customer calls or more?
Ashley: On our answering service side, our customer service representatives will answer your calls 24/7 and capture the caller’s information. Messages are then distributed per your request. When a call comes in, we alert you via phone call, text or email based on your preferences.
With virtual reception, the representatives will answer your calls during your business hours and capture caller’s information. Callers are then connected over to the personnel that they requested. We will schedule appointments for your customers within your CRM (customer relationship management) based on your instruction. Our CSR’s are an extension of your company and will act as if they are your front office personnel.
With the dispatch service, our representatives will answer your calls 24/7 and capture caller’s information. Technicians are then dispatched based on the information you provide. We build custom solutions based on your business needs.
Plumber: Is it difficult for a service company to get started with an answering service? What is the process like?
Ashley: We have made the process of setting up the business’s customized account extremely simple. Step one is simply tell us about your business, and we will work with you to build responses for all of your customers’ inquiries, whether it’s new leads, or existing customers. Step two is start forwarding your calls to us. Step three is getting instant notifications. We will provide details of all the interactions via your communication preferences.
Plumber: What is the future for Right Way Answering Service?
Ashley: Our goal is to be able to provide this exceptional service to as many contractors as possible that are in need. Our service is life changing. We don’t sleep so you can. We started as a small office answering one phone line for one contractor and our reputation and key performance indicators have enabled us to quickly extend our services to others.
Plumber: Anything else you’d like to add?
Ashley: We take care of each client as if it were our own business. We pride ourselves in short hold times and we never miss a call. All of our customer service representatives are highly trained and accredited by Power Selling Pros which is the number one phone coaching company in the nation. Our team is hand picked with highly caring individuals that will exceed all expectations. “It’s not done right, unless you do it the RIGHT WAY!
