Davinci Virtual Blog



The Good News Is That 'Bad News' Can Actually Be 'Good News'

Is it really true that learning of bad news can actually be good news? According to the most successful operators in our high-hospitality based Serviced Workspace industry, it’s absolutely true. Hearing or reading bad reviews and complaints isn’t something to shy away from, get defensive about, be traumatized over, and then sweep under the rug. A negative review is an opportunity, if we know how to handle it.

It might take an adjustment to one’s philosophical approach in order to see the full value and benefits of complaints and bad reviews; but the last thing you want to do is dismiss them, or worse yet, shoot the messenger. Don’t take what’s often a hidden gift from a reviewer and turn it into an irreversible fiasco just so that you can prove you’re right – or worse yet, that the client or reviewer is wrong.

It’s not true that ‘the customer is always right’ – but it is absolutely undeniable that the customer is always ‘the customer.’ As such, they’re capable of doing quite damaging things if their complaints go unaddressed, especially in today’s social media and review-manic universe.

But here is the really, really good news. That same capacity to cause viral harm can also be a great source to cause viral good. If you’re talking about reversing bad reviews and complaints, you actually have a chance to help yourself immensely, and the bad review(er) can wind up being the best thing that ever happened to you. Here’s how…

It starts with a positive, empowering, philosophical approach – one that recognizes instantly and with conviction that a bad review or complaint is actually an opportunity to be heroic, customer service-wise, that comes at you disguised as, well, as a bad review that might not feel so great, and can even cause you embarrassment or lost business.

The winning approach, attitude, and philosophy when dealing with bad reviews includes a personal acknowledgement of the following:

  • The reviewer, critic, or complainer could have simply kept quiet and not reported their grievance in a way for the world, including you, to see. By publicizing their concerns or disappointment, they are handing you, on a silver platter, the ability to handle it right, professionally, and in a way that makes the reviewer and you come out smelling like a rose, for the world to see.
  • ‘Bad News’ is essentially free focus-group feedback of the best and most valuable kind. It’s sending you a signal based on their experience, that something truly might be wrong or not up to snuff, and that more customers beyond the reviewer, could be picking up on, and you risk losing their business if you don’t correct or improve it.
  • A disappointed or unsatisfied customer is a great ambassador of you and your business waiting to happen. They have already proven that they’re committed enough to go the extra mile and complain/review publicly, as opposed to quietly damaging your reputation and business. You can turn the tables instantly, with sensitivity, showing honest concern, and with a whole lot of humility and appreciation.


Bad reviews, just like verbal complaints, require similar treatment:

  • First, an acknowledgment of the concern with a verbal or posted statement -- a pledge for all to see that you will listen and investigate the nature of the complaint. Show the reviewer, and the world, the utmost courtesy and your determination to resolve the situation.
  • State that their business and your standards are important to you, and that you will work in earnest to find a satisfactory explanation and solution.
  • Review the concern carefully and with an open mind, and find the solution plus a way to make them right while reaffirming your appreciation and commitment to excellence.


The incident or reason for their complaint is relatively insignificant in the grand scheme of things. The relationship, and maintaining it in a dignified, professional tone and manner is of much greater importance. Turning negative reviews into a positive is something that’s actually much more attainable than you think, especially if you jump on them quickly, and as long as you regard dissatisfied reviewers as vital and potentially golden for the maintenance your image, brand, reputation and business.

It’s not whether the reviewer or you are wrong that you should be zeroing in on, but rather whether the client, and all the actual and potential clients behind that client, are noticing you handling the issue and aggrieved gracefully and in a dignified manner. Seizing the opportunity to reverse the potential bad and unfair publicity is much more important than who’s right or wrong by starting from the position that they might be right, and treating them right even if you feel differently.

Bad reviews and reviewers are gems, even those whose assessments feel off-base. Work to make them right anyway, and learn from their criticisms. They are never 100% wrong, and quite often, they’re more right than you’ll ordinarily give them credit for.

If you are looking for help managing your customer phone calls, complaints or not, Davinci Virtual Live Receptionist Services gives you the power to maximize your businesses potential with low overhead costs.

Learn more by visiting www.davincivirtual.com or calling 888-863-3423.


Customer Success Story: Adler Law

Robert Adler began practicing law in 1985. A graduate of the prestigious Straus Institute of Dispute Resolution, and Adler maintains an active presence in his local community through his membership in the Consumer Attorneys Association of Los Angeles (CAALA).

Adler Law is a problem-solving law firm in Calabasas, California, and employs a relaxed, relational, open style, allowing each party an opportunity to be heard. The firm works hard to bring each case to a most optimal outcome. As a result, Adler Law takes great pride in providing a full set of services to its clients with legal expertise in real estate, construction, business litigation, and personal injury.

Examining the Argument

But with all of this success and community and professional involvement comes challenges. Adler found that he was spending an inordinate amount of time answering incoming calls and inquiries and maintaining his calendar. It was taking away from the time spent with clients.

As Adler Law is a relatively small firm, Adler did not want to expend valuable funds to hire a full-time—or even part-time—receptionist. He had read a couple articles on the virtual assistants, and he decided to perform an online search to see what options might be available. He subsequently pinpointed several different companies offering virtual assistant services. One of them was Davinci Virtual Office Solutions.

Making the Case

“I spent some time looking at the different options and comparing their capabilities,” Adler remarks. “I wanted something more than a standard answering service. I wanted a virtual receptionist.” The provider needed to understand Adler Law and its clients. Adler also wanted a solution that he and his team could customize to their needs. A one-size-fits-all approach would not satisfy his requirements. For example, he wanted appointments scheduled directly into his personal calendar instead of a generic calendar that an answering service would provide.

A Google search result uncovered several options, including a link to Davinci’s website. Once Adler landed on the site and had viewed several pages related to Davinci’s Live Receptionist Services, he received an invitation for a live web chat with a Davinci professional. He accepted the invite and was immediately engaged with a Davinci live chat specialist who was able to answer his questions and show him different service options.

“It was a very seamless process,” Adler notes. “I was able to get my questions answered very quickly and thoroughly.”

"We were looking for our virtual assistant to become a virtual extension of our team, someone who would do more than simply answer calls and forward them. We got exactly that with Davinci Virtual Receptionist Services.”
-Robert Adler, Principal, Adler Law

Taking Action

Adler initially signed up for an Executive 100 plan that gave him up to 100 live answering minutes each month. “I was able to review and choose various features that met our requirements such as appointment scheduling, call forwarding, and advanced call routing.” The ability to customize the online calendar for meeting scheduling and set up email alerts and texts for new and upcoming meetings was precisely what Adler sought in a solution.

Another important factor Adler found compelling was Davinci’s team approach, whereby Adler Law would be assigned to a dedicated team of five professionals who would become experts on Adler Law. “We were looking for our virtual assistant to become a virtual extension of our team, someone who would do more than simply answer calls and forward them,” Adler notes. “We got exactly that with Davinci Virtual Receptionist Services.”

Adding Up the Judgment

In lieu of hiring a full-time administrator, Adler was able to leverage Davinci Live Receptionist Services. “This gave us a solution at a fraction of the cost of hiring a receptionist,” Adler says. “This saves the firm tens of thousands of dollars annually.” Plus, as turnover rates are high for many receptionists, Adler Law does not need to worry about retraining and operational disruptions. “With the team from Davinci, we have ‘receptionist continuity.’” Adler quips. “The initial engagement with our client is very important, and having Davinci on that front line gives us great confidence that the client experience will be outstanding right out of the gate,” Adler adds.

Cost avoidance is just one of the benefits Adler has realized. “Our team previously spent valuable time scheduling meetings on our calendars and fielding incoming calls and then routing them to the appropriate person on our team,” he explains. “Neither myself nor a member of team needs to worry about these tasks now because we have Davinci Live Receptionist Services.”

"Davinci Live Receptionist Services gave us a solution at a fraction of the cost of hiring a receptionist. This saves the firm tens of thousands of dollars annually."
-Robert Adler, Principal, Adler Law

Upgraded and Litigating

The solution has proven so effective that Adler upgraded from the Executive 100 plan to the Premium 250 plan. This increased the number of receptionist minutes Adler Law uses each month from 100 to 250.

The decision to move to live virtual receptionist services and specifically Davinci Live Receptionist Services has turned out to be a winning argument for Adler Law. “Davinci Live Receptionist Services allows Adler Law to focus on our charter,” Adler sums up. “We no longer need to worry about answering and routing incoming calls and instead can focus on litigating on behalf of our clients and helping them to obtain justice.”

Organizations such as Adler Law understand the value of Davinci Live Receptionist Services. First impressions count, and Davinci Live Receptionist Services gives small businesses the brand voice they cannot attain on their own. Contact us today to find out more about Davinci Live Receptionist Services. Also, make sure to sign up for our blog and receive notifications whenever we have a new post.

For more information on Adler Law, visit the firm’s website at www.adlerlaw.org or contact the firm at 888.926.0678. You can also follow them on Facebook.


The Virtual Live Receptionist: Available and Knowledgeable

Delivering exceptional experiences to customers seeking service is critical. Consider this factoid: 89 percent of customers will stop doing business with a brand because of bad service.[1]

Being available to answer a customer’s questions and provide them with the support to resolve whatever issues they encounter using your products and/or services is pivotal. There are some intriguing data points corroborating the importance of delivering prompt support: 33 percent of customers in a recent study indicate they would recommend a company if they provided fast service but inadequate service.

The flip side is just as telling: only 17 percent of customers noted they would be willing to recommend a brand that provided effective but slow service.[2]

Who Has Time for Phone Calls?

Small business owners are busy entrepreneurs, and the last thing they have time to do is to worry about taking phone calls, checking voice mail, sending and receiving faxes, scheduling appointments, processing orders, and various other administrative tasks calls when they are in the midst of important projects or meetings. So what usually happens when customers try to contact business owners and they are in the midst of a project or communicating with another customer? The response is delayed and slow.

To fill this gap, small business owners often turn to a personal assistant who can handle all of these incoming customer service inquiries—both rapidly and effectively for them. The problem is that hiring a full-time employee, or even a part-time employee, can be cost prohibitive. It simply isn’t financially feasible for many small businesses. Further, for a small business that is still growing, a full-time staff member for these tasks doesn’t make sense. While the tasks handled by assistants consume valuable time on the part of the entrepreneur, it doesn’t always warrant hiring a full-time—or even part-time employee.

A Live Virtual Receptionist Team at the Ready

We created Davinci Live Receptionist Services to support the entrepreneur Each of our clients gets a live virtual receptionist team that functions as a virtual assistant, answering each call with a personalized greeting and screening and transferring all calls to a representative designed by the small business on a schedule they control. In addition to various administrative tasks, our Live Receptionist Services team also handles appointment scheduling, answers customer service questions, makes outbound calls, and even processes orders.

Our Live Receptionist Services teams are based in the U.S. and trained on the small business’ products, services, and processes. Indeed, as part of each customer’s on-boarding process, we work with them to delineate all of the components and details of the business, ensuring that each dedicated Davinci team meets each of our customers’ businesses requirements.

Delighted Customers: Business Lynchpin

It is vitally important that small businesses delight their customers with exceptional service. Acquiring a new customer takes an immense amount of work. Losing one can erase that hard work in an instant.

Small businesses need to get their priorities straight: it costs six to seven times more to attract a new customer than to keep an existing one. Moreover, “delighted” customers are a major engine in driving new business: over 65 percent of new business comes from customer referrals. [3]

Entrepreneurs should not spend valuable time screening and answering calls. This is where Davinci Live Receptionist Services can help. Contact us today to find out more about Davinci Virtual Live Receptionist Services or any of our other services.

If you happened to miss our recent post on “Omnichannel Customer Service and the Small Business,” make sure to check it out. Watch for our upcoming post, “Live Web Chat: Personalized Digital Service”. To ensure you don’t miss future posts of interest, simply sign up for our blog and receive notifications whenever we have a new post.

[1]How to Attract Customers (and Retain Them),” Salesforce.com, February 16, 2015.
[2] Ibid.
[3] Ibid.


7 Bad Pieces of Advice about Entrepreneurship You Should Ignore

When you are first starting a business, you are bound to receive a lot of advice. However, not all advice that new entrepreneurs receive is good advice.

Although much of the advice you hear may be based off of personal experiences, all businesses are different, and the way they perform in the market will reflect that. You can follow all of the entrepreneur advice in the world and still run the risk of failure.

That being said, there are still seven bad pieces of advice for entrepreneurs that you should ignore:

1. You must copy your competitors to succeed.

If your competitors are successful, copying them doesn't necessarily mean your business will be successful, too. The key to running a successful business is offering something your competitors cannot. Rather than focusing on what’s working for the competition, spend more time strategizing how to differentiate yourself and draw attention to those differences when marketing your business. The most successful start-ups will always be the most innovative. Be different and continue to evolve as your business grows to remain relevant.

2. You must quit your day job to have time to focus on your start-up.

Just because you are starting a new job as a business owner, doesn't mean you have to leave your current job. In fact, it’s recommended to keep other employment as you first start your business to ensure you still have a secure income rolling in. Your start-up will take off at its own pace. Unfortunately, that is primarily determined by the market—not business owners. You can’t force success to happen overnight, so in the meantime, don’t jump the gun. Relax and be patient.

3. Your product/service must be cheaper than your competitor’s.

Having the most cost-effective product or service on the market doesn't always correlate with the most sales or high revenue. The cost of your product/service should be fair, meaning they should cover the cost of labor and materials needed with a little wiggle room for your business to actually make a profit. If your prices are too low, you begin to lose money, which is a common mistake made by many start-ups. Focus on quality and good customer service to outshine the competition to ensure you can sustain your business practices.

4. The harder you work, the better your business’s results will be.

This piece of advice is particularly dangerous. Our society has built up a culture around hard work and the 100-hour work week. Not only does this level of intensity increase the likelihood of burnout, it also decreases the quality of your work. Alternatively, work in shorter bursts of productivity to ensure the work you perform is as great as it can possibly be. Reports done a couple days late during a time when you are rested and alert are guaranteed to be better than a rushed attempt when you are stressed during the late hours of the night. If you find you are overloaded, it may be time to ask yourself if you need help from a virtual receptionist.

5. You must be passionate about your work.

You may be familiar with the phrase, “Do what you love and the money will follow.” Unfortunately, this is not always true. Instead, be sure to rely on a strong business plan rather than leaning on the hope that others will be as enthusiastic about your work as you are. There is also the possibility that you may find passion in a field you would not have expected. Consider the alternative possibility of success preceding passion.

6. Follow your intuition and act on it.

There is much to be said about the validity of gut instincts, but they should never be acted upon without deep analysis, research, and thought. Intuition is only useful in making business decisions if it is rooted in facts, so meticulously gauge the legitimacy of those feelings and pore over the data before you do anything rash. If you have strong feeling about something, don’t ignore it. Simply take the time to connect that instinct with fact and reason to avoid making any big mistakes.

7. You must have a physical location.

Digitalization and mobile entrepreneurship have given rise to a surge in successful home-based business. Start-up businesses can create the appearance of a physical location with a virtual office address. Virtual office space is also available to meet with investors and clients all over the world so you can maintain the professionalism of a large corporation on a small business budget.

What other bad advice about starting a business have you heard? Share in the comments below and don’t forget to follow us on Facebook, LinkedIn, and Twitter!


Omnichannel Customer Service and the Small Business

A study by ClickZ found that customers are 58 percent more likely to tell others about their customer experiences today than was they were five years ago.[i] An important enabler and outlet is the social sphere, which gives consumers and businesses alike the ability to reach hundreds, thousands, or even millions of individuals.

The New Millennial Landscape

As Millennials comprise a larger and larger percentage of the population and workforce, their assumptions and ideals are changing about how companies engage with them. It isn’t simply a phenomenon related to online businesses; it is just as applicable for businesses that have traditional customer relationships.

“Millennial” customers expect their vendors to engage with them through digital channels. Further, it isn’t merely one engagement channel, but rather an omnichannel approach that includes email, the web, social media, among other channels.

Omnichannel Customer Service: It’s for Small Businesses, Too

Many small businesses think customer service only pertains to midsize companies and enterprises. After all, they have one-on-one personal relationships with their customers who often have the CEO’s smartphone on speed dial. Yet this is the furthest from the truth, particularly with the demographic and technological changes sweeping across the economic landscape.

With this in mind, let’s return to the topic of Millennials. A recent survey found that over two thirds of them value customer service experiences when they are able to answer a question or solve a problem related to that company without having to talk with a customer service agent.

The study also uncovered that Millennials want to engage with companies on their own terms—whether through digital or human interaction.[ii] Small businesses that fail to offer their customers multiple engagement channels place themselves at a competitive disadvantage and may even put their customer relationships at risk.[iii]

Davinci Helps Fill the Customer Service Void

Davinci offers customers a portfolio of services that enable them to engage with their customers when and where they want. The new customer service reality also dictates that companies engage with customers through multiple channels—both with live human interactions and digital interactions. Here, Davinci has its customers covered on both fronts.

Live human assistance. As it simply doesn’t make financial sense for most small businesses to hire a dedicated—full time or part time—personal assistant, Davinci created our Live Receptionist Services. Each client gets a virtual receptionist team that functions as a virtual assistant, answering each call with a personalized greeting and screening and transferring all calls to a representative designed by the small business on a schedule they control. In addition to various administrative tasks, our Live Receptionist Services team also handles appointment scheduling, answers customer service questions, makes outbound calls, and even processes orders.

Digital engagement. Customers increasingly want live digital support from a company’s website, all without the need for a live human interaction over the phone. With Davinci Live Web Chat Services, small businesses get a dedicated virtual team of Davinci digital professionals who do everything from answer customer questions and resolve service issues to engage with prospects, educating them on the customer’s business and product offerings and helping to expedite the sales process.

An Exceptional Experience Leads to Advocates

Davinci embraces the entrepreneurial spirit of small businesses and welcomes the opportunity to serve as a partner and facilitator to their success. After all, we’re entrepreneurs ourselves!

Great customer service occurs on multiple fronts; it isn’t one and done and conducted over one engagement channel. Davinci thus thrives to help our customers deliver consistent, compelling, and relevant services to their customers. Exceptional experiences result, and delighted customers become brand advocates.

Creating brand advocates has an immediate and tangible impact to bottom-line results. Happy customers are more likely to advocate about their experiences—and they are more loyal. They also ask for customer service 62 percent less often than other customers. Indeed, it doesn’t get much better than this: deliver great customer service, and the result is more customer advocates and fewer service inquiries.[iv]

Savvy companies understand that customer service is at the core of customer experience. They also recognize that customers demand human and digital engagement options. Davinci is here to help our customers achieve exceptional results on both fronts. Contact us today to find out more about Davinci Live Receptionist Services and Live Web Chat Services.

Make sure to watch for our upcoming posts on Live Receptionist Services (“The Virtual Live Receptionist: Available and Knowledgeable”) and Live Web Chat Services (“Live Web Chat: Personalized Digital Service”). Or simply sign up for our blog and receive notifications whenever we have a new post.

[i] Michelle Killebrew, “World-Class Customer Service in the Digital Age,” ClickZ, May 14, 2014.

[ii]The Aspect Consumer Experience Index: Millennial Research on Customer Service Expectations,” The Center for Generational Kinetics, April 2015.

[iii] Tim Dreyer, “Millennials Set to Radically Change Customer Service,” CustomerThink, April 13, 2015.

[iv] Killebrew, “World-Class Customer Service.”