Internet – a faceless business?

In this day and age, each and every one of us has the world at our finger tips. We can find out anything we want in just a few clicks, thanks to the internet.

I think we will all agree, without the internet we would be lost. We have become heavily reliant on its overwhelmingly superior functionality every single day.

At Focus we utilise many cloud based applications such as Xero, and they work well where we need a low touch approach.

But is the internet encouraging removal of the human interaction, which is so important to creating longevity in a business?

  • That difficult question that was answered promptly and professionally
  • The detailed discussion to ensure all options available to you were covered in depth, enabling you to make a truly informed decision
  • The person that is always at the end of the phone, even if the all singing all dancing website isn’t working
  • The friendly voice to chat with on a rainy Friday afternoon!

This is what people remember and sets you apart from the competition.

Although human interaction should provide you with a positive experience, something you would want to experience again, unfortunately it can often be somewhat painful and time consuming.  

  • 6 options and 5 minutes on hold later, your call is answered, you explain the reason for your call, only to be passed around several departments, repeating yourself in parrot fashion to each party.
  • Your call wasn’t answered, and 24 hours after leaving a voicemail you still haven’t been contacted.

With the fast paced environment we live in today, one of the most important things is simplicity and efficiency, ensuring that all the required information is available for you to access at any one time.

So does it really matter how you obtain this information?

Of course not, but what I feel is essential is having a choice to work in a way which suits your business, as no two people are the same.

Having the option to look up a website at 1 in the morning after a long day in the office, and having put the kids to bed.

Being able to pick up the phone and speak to real people with no hold times to answer a quick question.

Sending an email to an actual email address, and being responded to in a matter of minutes.

If need be then all three of the above could provide you with the most convenient way to obtain a business service.

Recently re-branding has really focused the mind on what is important to our customers, and highlighted even more how we should put practices in place to ensure we reflect this in the day to day running of the business.

So with that in mind, we have tried to cater for everyone, giving options on how to find out about and progress with us on our new website.  From forms to complete (which I personally hate), to published personal email addresses and direct dials.

We want to build long term relationships with each and every one of our customers.  We aim to do this by listening and providing solutions with a personal touch (for those who want it) rather than hiding behind a screen.

For me, and the rest of the team at Focus, we like to see automation and technology as a useful tool to enhance our services. Certainly not as a replacement for the personal relationships that we have been building for the next 26 years.

So in conclusion, the internet is fantastic, but will always need to be backed up by knowledgeable and friendly professionals. Computers will never be substitutes for people, but can certainly enhance customer experience for the better, when used correctly. Something Focus will continue to strive for.

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