Call Handling: Is Your Phone Manner A Turn-off?
How to prevent common telephone disasters destroying your business ...
POSTED BY JACQUI FROST ON 09/07/2015 @ 9:00AM
As an expert in Call Handling, it's my job to hold you to a higher standard when you answer your business telephone. You see, when it comes to first impressions, the little things not only count - but they can make the difference between securing new business, and losing out to your competition ...
Take this common example...
Just last week, I called a potential supplier to enquire about some work. Like many small businesses, the supplier still answers her phone and it was this set-up that led to a potential telephone disaster.
Let me explain ...
When the supplier answered, I instantly got the impression she was expecting a personal call. She answered on hands-free and I could hear her toddler happily "contributing" from the back seat! As you can imagine, this environment made it tricky to chat properly, and so we agreed to talk the next day... when it was more convenient.
Now in this particular case the scenario was quite funny. If only you could have heard the noise that toddler was making! But I could sense the supplier was embarrassed. I know she would have preferred our first call to happen differently. And whilst I did call back on this occasion, how many times have you lost out because of poor Call Handling?
"What's more frustrating is this experience need never have happened at all!
What damage does your Call Handling cause?
It always surprises me how many business owners still want to answer their phones. This choice doesn't make any business sense!
For starters, if you're responsible for your Call Handling, you become a slave to your phone. After all, you can't be in two places at once! So whether you decide to stop what you're doing to answer an enquiry or you let the call go unanswered because you can't pick up, phone calls disrupt you and your business.
For example, if you stop what you're doing to answer a call, your phone interrupts your schedule. You could get delayed. Worse still, you could lose your train of thought (and struggle to get back on task when you hang up). You could even find your priorities shift, as the content of the call gets your full attention... and that can have a knock-on effect.
"If you let a call go unanswered, what potential opportunities could you lose?"
You see, not everyone will leave a message, so never make that assumption. In fact, this is one of the reasons why an answerphone can kill your business. You see, that caller could just as easily pick up the phone to a competitor and a lucrative business opportunity could slip away - without you even knowing.
You can be professional and NOT answer your phone
Let me reassure you that you DO NOT need to answer your own phone - even if you are the face of your business. Instead, let a professional Call Handling service do it for you.
Here's what happens when you do:
Call Handling and being available to answer calls is no longer your problem.
You'll never miss a call again.
You can stick to your schedule and your day won't be dictated by someone else's agenda.
You can avoid those embarrassing 'telephone disasters' because you'll never be caught out.
You can return calls at a time convenient for you - and your caller.
You can properly switch off when you go on holiday or take a day off.
You can create more time to focus on your growing to-do list.
You can effectively be in two places at once.
Sprinkle a virtual touch of office magic over your business
Call Handling is the key to a good first impression, to well managed enquiries, and even new business.
"Don't allow unnecessary telephone disasters to ruin your reputation and your business' potential in 2015!"
Instead, make a New Year's resolution to invest in a Call Handling service. In fact, trust The Office Genie to handle your calls carefully when you can't pick up. Just give us a quick call on 01604 529170 and we can help you decide which of our five Genie Call Handling packages is perfect for you.
Happy New Year!
Until next time ...
THE OFFICE GENIE
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!