Pillars of Support

No business can operate effectively without the right supports in place — and I’m not talking about steel supports for the brick-and-mortar building. I’m talking about the support that keeps the business running smoothly and on track: the people kind of support.

 

Envoy is lucky to have two stalwart pillars of support: Mo Borden and Liz Steinblock. Mo is our administrative assistant and Liz is our receptionist. The two of them take care of so much — from greeting clients at the front desk and on the phone to ensuring that the kitchen is always clean and tidy. They are the less visible members of Envoy who play a crucial part in the business.

 

The best compliment came from one of our clients the other day, when he called in for a conference call. He said, “If Liz ever moves to the Ozarks, she’d have a job [with me].” Liz knows our clients by name and is always gracious when working with them at the front desk or on the phone. Both she and Mo make a point to remember personal details, too, like whether a client has children or grandchildren, and they often ask how the kids are doing.

 

Customer service covers how every employee treats and interacts with your clients. Sure, your salespeople often make the biggest impression on your clients. But would you think well of, say, a doctor’s office if the doctor was great and the receptionist was rude? Would you continue to buy from a business if the sales clerk was kind and helpful but the admin assistant messed up your bill every month?

A business’s support people are often the first point of contact for clients, the first impression of the business. And clients will form a lasting impression — positive or negative — based on those employees. We at Envoy are fortunate to have sturdy, impressive pillars of support. Are yours holding your business strong, or do they risk crumbling?