E16: The Human Voice In Franchise & Client Experience

Hosts: Michael Hyam and Liane Caruso  
Guests: Karen Booze of AnswerConnect

On episode 16 of the LFG Podcast, Karen Booze of AnswerConnect dives into the power of the human voice in client experience, franchise development, and franchisee support. 

Karen’s insights helps us understand the difference between automation and direct human interaction on custom answering services across franchise systems.

Here’s a breakdown of the key takeaways from the episode:

Podcast Summary: Leveraging The Power Of The Human Voice In The Franchise And Client Experience Processes 

KEY TOPICS DISCUSSED

How Live Answering Drives Client Experience

In the franchise world, where every customer interaction can make or break a relationship, Karen emphasized the critical role of a live answering service. 

When a potential client picks up the phone and calls, the stakes are high: if the call isn’t answered promptly, they’re likely to continue shopping elsewhere. Karen noted that “you’re 75% of the way there just by picking up the phone.”

Studies have shown that response time significantly impacts conversion rates. When franchises can capture inquiries immediately, they’re far more likely to close deals. As Karen explained, AnswerConnect also helps franchisees prioritize their day by filtering out solicitors and focusing on high-priority leads.

The Power of Human Connection for Brand Consistency

For franchises, maintaining brand consistency across locations is essential. By using AnswerConnect’s customizable scripts, every franchise call can reflect the same professionalism and brand voice.

A live answering service ensures that a roofer on a roof or a plumber on a call doesn’t have to break their focus to answer the phone. 

It also keeps the customer waiting in line from feeling sidelined when the business picks up another call. AnswerConnect’s services allow franchisees to engage fully with customers, prioritizing those interactions over juggling calls.

Misconceptions About Answering Services

Karen clarified some common myths surrounding live answering services, especially among small brands. 

Many franchise systems think they’re too small to benefit from an answering service, but Karen explained that having support to screen potential new franchises or provide backup coverage can be beneficial at any size.

Another misconception is that answering services lack brand knowledge. However, AnswerConnect offers the option of a dedicated, trained team who understands and embodies the brand’s values. “An answering service can feel like an extension of your own team if you set it up with the right questions and priorities,” Karen explained.

Listen to the full episode now to hear more from Karen and the LFG Podcast team!