Jacqui Frost

The Curious Case Of The Missing £1000s

Why your unreliable Call Handling is shrinking your profits ...

Posted on: 13/08/2015   By: Jacqui Frost

How much is an average customer worth to your business? Hundreds ... even thousands of pounds? And what if that customer becomes a repeat buyer ... does that push the value up even higher?

There's a reason I ask these questions. You see, to get a new customer, it's highly likely they'll want to speak with you on the phone.

They'll have questions and they may need reassurance that you are the right person for them. They may even want to get a feel as to whether or not you're their type. After all, people buy from people they 'know, like and trust' and you can tell A LOT about someone by their phone manner.

Now, of course, not every call will be a potential customer. As a business owner you're going to get your fair share of sales calls too. But the hard truth is you need to get really clear on the stakes at play if you screw up your Call Handling.

You see, if you fail to pick up, just at the point when a customer is ready to buy, you could lose the deal:

  • You can't rely on a message being left on your answerphone

  • You can't always rely on 1471 or caller ID because some numbers are withheld

  • You can't guarantee the caller will phone back later

In short, if your phone rings out (or if the caller gets fed up and hangs up) you could have missed out on a big deal!

Ouch ...

How many calls do you leave unanswered?

I've found that many business owners massively underestimate the number of calls they leave unanswered. And it's easy to get slack with your Call Handling – until you really feel the consequences. Unfortunately, you rarely know what you've missed because it's hard to discover information from a mystery person.

That said, if you leave calls unanswered, I can pretty much guarantee that you've lost out somewhere – and that's the curious case of the lost £1000s.

It doesn't have to be this way...

What's more frustrating is there really is no excuse for sloppy Call Handling. Being busy is no excuse. Neither is, "I was in a meeting" or, "It was my day off!"

The reason?


In fact, given how much an hour of your time is worth to your business, it simply doesn't make any financial sense to take responsibility for your Call Handling. Instead, outsource your calls to a professional Call Handling service (such as The Office Genie).

"And if you think a Call Handling service is expensive, you're looking at this from the wrong angle!"

Let's go back to the question I asked at the beginning of this blog ...

How much is an average customer worth to you?

Is it more than a few pounds? Because that's all it's going to cost you to have a professional Call Handler pick up on your behalf.

What's more, delegating your phone responsibilities isn't just about making sure you never miss out on a client again. When you don't have to answer your phone, you'll suddenly get a whole lot more done.

You won't have to:

  • Stop what you're doing to pick up

  • Or answer a question when you're in "focus" mood

  • Or field that annoying sales call when you're bursting with business-building ideas

Instead, you can crack on with the work that only you can do and get stuck into the tasks that will grow your business – safe in the knowledge your phone is expertly managed on your behalf.

"So tell me, are you ready to free up your time and ensure you're ready to claim the 'missing thousands' that could be yours?"

If so, talk to the Genies on 01604 529170. We're super skilled at answering your phone and will ensure your customers get a great first impression. And remember, just one new customer could more than pay for the service we provide. Imagine that!

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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