There are now more ways to communicate than ever before, from post to fax, email to pagers. But the telephone still remains the number one business tool. Some 95% of small businesses choose it as a preferred method of communication for local business.
And it is also a very profitable method according to Business Direct. Their survey showed that 57% of those in business clinch one in four deals on the phone.
However, if your business sends you running from one meeting to the next, it's precisely your phone that gets neglected. And don't think that your best, and longest-standing, customer is going to stand having to leave a message on your answermachine. According to the Forum Corporation, when asked why a customer had switched to a competitor, half said it was because contact with their old supplier was poor.
Many business owners rely on their mobile while they are out and about. However, if your business involves important meetings that can't be interrupted, or telephone orders that you can't take on the move, the limitations of your mobile phone will quickly become all too apparent.
A receptionist would solve most problems - but this is often too expensive on a small business budget. It may not even be an option if you work from home or a small office. There is an alternative - telephone answering services.
What they offer
Essentially this is a remote receptionist for your business. They answer your calls with your company name. They relay messages to you or leave it on a voicemail to be picked up. The advantage is that clients are greeted by a human voice, your company's image is maintained, and you don't miss any calls.
"It's not just a case of taking messages, it's about making the most out of every call. It's about making the caller feel good about the company, and confident that their call is being dealt with. When necessary, we send a message quickly to our client, with as much information as possible, putting him in a position of control," explains Mike Woods, founder of Rocket Ansa-Call.
It can also make your business look bigger than it actually is. Sue Marvin originally set up Direct Line Communications for precisely this reason. Her colleague lost a lucrative contract because the alarm company he was running from home didn't have a big enough image to match the contract.
But, just like a real receptionist the service can go further. Important calls can be patched through to a mobile while cold-callers and salesmen might be discouraged. They can take telephone orders, help bring in new business and increase sales, while costing considerably less than a permanent receptionist. "It levels the playing field for a lot of small businesses who can't afford the infrastructure to compete with bigger players," says Woods.
