Jacqui Frost

Call Handling: Is It A Case Of Trick Or Treat?

When you're too busy to take that call ...

Posted on: 31/10/2013   By: Jacqui Frost

Have you ever considered what your customers experience when they call your business? Are you so busy that it can be a bit of a gamble for them as they never know whether you will be able to give them time on the phone, or even within a good signal range?

When you've got kids to look after, are heading into a meeting or just don't have time to give that call your full attention, what perception are you giving your customers and clients?

When you've got kids to look after, are heading into a meeting or just don't have time to give that call your full attention, what perception are you giving your customers and clients?

A lot of small businesses are run from the owner's mobile phone so they can be constantly contactable. The biggest downside is that you can never guarantee the quality or the timing of a call. You could easily sound as if you are in a swimming pool. A mobile is great at keeping you in touch, but do you really want a new client to hear Tesco's tannoy announcements, the beeps from the checkout, or 20 children squealing in the playground at 3.30pm?

The same is true if you are running late and about to go into an important presentation - do you rush your client off the phone - which does not give them a good impression of you - or run late to your meeting?

The truth of the matter is that if you are not ready, or able, to take a call, you will let it go to your voicemail. This is seriously damaging to your business - but that is a whole book - so to read it sign up for our eBook.

You are probably the best person to sell yourself and your products and services to any new customer - if, and this is a big if, you are not in the middle of a crisis, just running out the door and or distracted in another way.

But let's be honest, as business owners we are always in the middle of something and we could always do with just a couple of extra minutes to catch our breath and paste on a smile before talking to a prospect.

If you use a call handling service, they can explain that you are on the other line/in a meeting/just out of the office. They can confirm that yes, we can provide that product/service and you would love to talk to them more about it. They will send you the details of the call. That way when you call back, you will be on your best form and more likely to convert the business.

There are many different options in terms of outsourcing your call handling from simple message taking, to a virtual reception where you have a gatekeeper protecting you from sales calls and surveys, but transferring (patching) through your VIP callers if you are free. A good call handling firm will also be able to manage your diary for you, booking appointments, call backs and estimates as they are required.

By using a Telephone Call Handling service like The Office Genie you can take the gamble out for your clients, they will always reach someone who has time for them, who is not distracted and who can answer the basic questions. How valuable would that be to your business?

So call me now on +44 (0) 1604 529170 or click here to ping over an email to discuss how we can help you have a consistent presence on the phone.

Until next time ...


More about Jacqui Frost ...


I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.

Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!

I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.

Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!


+44 (0) 1604 529170



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