I run a small events/AV hire business. I've always used my mobile as the main number & this has worked pretty well for the last 10 years but since the end of COVID business has ramped up a lot along with the number of calls. I feel like it's really affecting my productivity & I'm getting very agitated with the constant interruptions. I'm loathed to not answer calls though as I really believe that responding promptly to enquiries is key to getting business. I convert over 80% of enquiries which is I think a very decent rate. When people call they are pretty much ready to do business with you right there & then. I've noticed when I return missed calls that haven't left a message the results are not nearly as good. The volume of calls is not that high - maybe 8 a day but they seem to come at very inconvenient times. I'm not at the point yet where I could employ a full-time person just to take calls. I'd love to hear how others have dealt with this problem. I've been re-reading Gary Keller's "The One Thing" & it's also brought home the idea that interruption is a huge focus killer.
-I could use an answering service but I can always tell when a business is using one of these as they have no clue about the business. I need someone who at least knows the basics.
-I don't think I can outsource this overseas as it will be obvious from the accent & lack of local knowledge.
-I find email is far more scalable & less intrusive. That could be easily handled by an offshore VA.
-I could tweak things a bit so that I get less calls by directing customers to our online ordering or FAQ pages for example but I think there will always be people who just want to pick up the phone & talk to someone. I've gotten some excellent customers this way.
Anyway love to hear your thoughts.
-I could use an answering service but I can always tell when a business is using one of these as they have no clue about the business. I need someone who at least knows the basics.
-I don't think I can outsource this overseas as it will be obvious from the accent & lack of local knowledge.
-I find email is far more scalable & less intrusive. That could be easily handled by an offshore VA.
-I could tweak things a bit so that I get less calls by directing customers to our online ordering or FAQ pages for example but I think there will always be people who just want to pick up the phone & talk to someone. I've gotten some excellent customers this way.
Anyway love to hear your thoughts.
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