The Relational Mindset
Businesses today are more mobile, tech-dependent, and moving at a faster pace than ever before. This can lead to disconnects in business relationships. Customer loyalty, employee morale and productivity may all diminish as a result – and that affects your bottom line.
In business, customers still prefer to choose someone they are familiar with and trust before establishing a long-term relationship. Knowing that, The Hive Solution practices relational management – and we get results!
Customers prefer to speak to a live person. Our Bees answer an average of 1117 calls per week. We ensure our clients get repeat callers!
The old way of doing business focused on making more sales (transactional). The new way focuses on creating a better overall brand experience that will not only help attract customers; but retain existing ones for the long-term (relational).
Which player would you rather have on your team?
Client Onboarding/Bee Training
How does one go about training a busy Bee? Once a client chooses The Hive Solution for their boutique virtual office support needs, we immediately ask key questions and get details about your business, so we can virtually become your own front office! First, we obtain a private telephone number for our new entrepreneur’s use, which officially belongs only to you. You then have the option to forward your current number (for example, cell number) to this line or you can choose to port your number.
Bee Boot-Camp Style Training
Bees go through a rigorous boot-camp style training in order to get up to speed as quickly as possible. Then, we cross-pollinate our training, to ensure the entire Colony is prepared to handle our new entrepreneurs’ office support needs.
At the Hive, Bees genuinely care about your customers! The Hive has a very strong incentive to become part of our entrepreneur’s team. We understand that your customers write our checks. We believe the transaction is the beginning, not the end, of every relationship. Therefore, our entrepreneur’s success becomes our success!
Client Information Manual
Next, we write/create a detailed Client Information Manual. This manual contains pertinent details such as important telephone numbers and any useful login(s)/password(s). Most importantly, this manual contains everything needed to answer incoming customer questions on behalf of your business.
Your customer never knows we are a third party service and you now have an affordable office solution and peace of mind! And the bonus is a training manual to train your new admin when you finally outgrow us!
How We Work: A Real Life Example
Our handyman client received a referral from a painter. Relational Account Manager Nina researched the address and found the customer was outside his normal service area.
Rather than brushing it off or telling the customer “I’m sorry. We can’t service you,” Nina sprang into action and found a suitable referral in their area.
Our Bees are empowered to find solutions and solve problems – and we are passionate about helping people. Our experience has been that this level of customer service encourages loyalty from their customers on behalf of our clients.