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Getting the message right: Behind the Business with Golden Voice Answering Service in North Providence, RI
Lori Narducci is a Golden Voice Answering Service co-owner in North Providence, RI. Although she opened the business with her son in 2014, Narducci has worked in the field for much longer. She elaborated on how Golden Voice came to be. “I've done this practically all my adult life. I was working for another answering service as an office manager. I had a stroke, and when I went back to work, they were not very accommodating, and I left the company. My adult daughters and son came with me, and we opened Golden Voice because I thought the doctors deserved better customer service than what they were getting at my previous employment,” Narducci said.
The family opened the business without having customers. “We got our first client, and from there, it was word of mouth. I sent out 1000 postcards, and I got one call on those postcards, and it escalated from there,” Narducci recalled. Then, she booked a meeting with a multi-office medical practice in Rhode Island and earned their business. Not long after, another large medical practice signed on,” the business owner said.
Narducci shared that most of Golden Voice’s clients are in Rhode Island, and it has a few in other locales. She noted that the company has the ability to “answer all of the United States” and serves clients in addition to those in the medical field. “We have lawyers, plumbers, landscapers, oil companies, churches, and senior housing,” she said. “If a new client comes on with us, they will get treated like they're golden—that’s why we’re called ‘Golden Voice.’ Everybody gets my cell phone, so if they have a problem at 3:00 a.m., they can call me, and I'll rectify the matter. I am here for my clients,” Narducci added.
Golden Voice Answering Service is a family business, which Narducci values. “My two daughters and daughter-in-law work for me. My son is a co-owner. It's a family-run business, and I also employ others.”
Narducci elaborated on the family aspect of her business. “It's perfect actually because we get together, even when we're not in the office. If something’s not working, we'll all meet and put our heads together to work out an issue. We’re always available for each other. If I'm not here, my daughter will call me and say, ‘a client is having an issue; how can we fix it?’ And I'll either come up to the office or try to help over the phone.”
In addition, Narducci discussed her connection with her other staff members and how they’re invested in the company’s success. “I absolutely love my employees. They know what we're all about because when we hire and train new employees, we instill the importance of customer service,” she said. Then, Narducci discussed the importance of customer service to her business.
“We're essential to these people to get the call to their doctor, lawyer, or plumbing company. We have to get the information and get it right. I don't want a doctor, a lawyer or another client calling back and saying that we provided them with the wrong information. For example, a new mom with a sick baby might be upset on the phone. We have to be sympathetic and control the call, so we can get the right information to the doctor. I check in on employees and listen to the way they answer the calls to make sure that everything is upright,” she said.
Getting to know her local clients is another one of Narducci’s business joys, and she said, “Before Covid hit, I used to go to every client and drop off calendars or planners to the office staff. Also, I get to know my clients—we know their likes and dislikes. If there is a problem or if I need to go to a meeting, they’re local. I can go and sit down with them and get some feedback. Our clients can visit our office if they’d like.”
The business owner also enjoys the nature of the answering service business. “Each day is interesting, and the calls are always different.
On a personal note, Narducci’s dream is to be an “asset to Rhode Island” and provide jobs. “I want to be able to hire more people. I'm trying to get more clients now, so I can hire more people because I have the office space and equipment. We do ask for some experience in our job description, but I've had somebody that didn't have any experience, and now they're one of the top operators on the overnight,” she said.
For more information about Golden Voice Answering Service, LLC., check out their BBB Business Profile. To learn more about BBB and read more stories like this, visit Behind the Business Stories with BBB in Eastern MA, ME, RI & VT.
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