Jacqui Frost

Use Telephone Answering To Build A Following

Like the Manhattan or 'The Rachel' ...

Posted on: 16/01/2014   By: Jacqui Frost

Slowly, telephone answering is becoming fashionable for all types of businesses. Whether you are a sole trader or a small limited company, if you are doing any kind of marketing you need to be sure that people who respond by phone always have their calls answered ...

A telephone answering service should use professional receptionists and call handlers; people who know how to present your company well over the phone.

A telephone answering service should use professional receptionists and call handlers; people who know how to present your company well over the phone.

I believe that the recession has made all small business owners consider what they need to do to survive. We have seen a significant shift in the way that small businesses think - there is now an emphasis on a different style of marketing. It is more online and certainly more about connecting with your prospects. Which is why telephone answering has become more popular.

The rise of Social Media in the last 10 years has brought a focus on building a fan base - a following of loyal customers. There is talk about the customer journey and the customer experience and for small companies, telephone answering is a key part of making those work.

"If you are encouraging your customers to recommend you, then you need to be sure that you are easy to get hold of and that the experience for your new clients runs as smooth as possible."

Would you like your product or service to become synonymous with you? Did you know the Manhattan Cocktail was named for The Manhattan Club in New York? It was designed by one of the bartenders there and became so popular that people started requesting it at other establishments. Very soon all the clubs in New York were serving the Manhattan.

It's weird how these things get taken up, isn't it? Do you remember the Rachel haircut? It was a short blocky bob that Jennifer Aniston wore for the first 2 seasons of Friends. It was all the rage at the time. Lots of people went to their hairdressers asking for 'The Rachel' cut.

Jennifer Anniston hated it and wore a longer style through the other 8 series of the show - yet that short blocky cut is still known as 'The Rachel' and Jennifer Anniston will be forever associated with it!

There are two things that are needed for a business to get that kind of following.

  • One is that you need people talking about you and your product or service. A third party recommendation will always be more profitable to you than a piece of marketing!

  • The other is that you need to make sure that you live up to the expectations. It is fantastic when your clients recommend you to their friends, but their friends will come with a high expectation and you need to meet that from the very beginning.

Imagine how disappointing it would be if your client had been talking about you, persuaded their friend to call you there and then only to find that when they did they reached an answerphone or - worst of all - the phone just rang and rang and rang! It would be such a let down and it would begin to take the shine of the brilliant recommendation your client had just made.

If you are serious about building up a following and are encouraging your clients to tell all their friends then you need to put some serious thought into your telephone answering. Not only do you need to answer your telephone promptly each time it rings, you also need to consider how the conversation will come across.

A telephone answering service should use professional receptionists and call handlers; people who know how to present your company well over the phone. It is so important that not just the first call, but every subsequent one, continues to build on the good marketing you are doing and the recommendations your clients are making.

Are you concerned about disappointing your prospective clients? Call us on 01604 529170 and talk to us about our telephone answering service. We will always help you to set the right tone and build a loyal following.

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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