Technology can be a wonderful thing, but be careful which technology you embrace for your business.  It isn't allways better than "the old way" of doing things.

In less than a decade, the notion of a dedicated telephone receptionist has disappeared from many businesses.  With inexpensive virtual switchboards  and the ability to route calls by "press 1 for sales, 2 for service" etc, it is possible to automate a lot of the inbound call traffic and have callers do a lot of the work for you.

However, clever as this may be, have you ever stopped to think what the net cost to your business may be?

I've got a little sign I keep handy that says, "There is no reality - only perception!",  meaning, it doesn't matter what the reality is, you form an opinion about someone or a business and that is the "truth" for you.  If you have a bad experience at an otherwise good company, then that is all you reflect on.

The flip side of the use of these systems, is a huge increase in the level of frustration callers feel when they use the systems.  Virtually all the utilities now use them and it's with dread that you summon the courage to try and sort out a billing problem with them.

The caller's self talk is probably something like "I hate dealing with these people - you know it's going to take ages and I'm too busy to sit listening to this rubbish on the phone"

How much harder do you have to work to win the business once they do get through?

Think of the alternative.  You call a number, expecting to get the usual automated voice, when suddenly, after just a few rings, you get a pleasant, real human being saying "Good morning, XYZ company, how can I help you?"

Your self talk is totally different.  Now you're thinking, "Wow, maybe I can get somewhere with this quickly and get on with my work."  You're a lot more receptive to dealing with them.

I don't know about you, but I find my time far too valuable to be sat trying to explain what my problem is to a far off call centre, where they just don't get what I'm on about!

If someone brings out a gas or electric company that has first class customer service, I'd be with them tomorrow!  And you know what, I wouldn't care if it was a little bit more expensive, as I've worked out the £20 a year I'd save is lost in the time it takes me to administer my account!

How can you apply these principles to your business?  What would be the difference in perception that your company projected, if every caller was swiftly answered, their query taken and if not dealt with, at least actioned for follow up?

Think of the perception a small business gives, by only using a mobile phone.  Sure it could look like you're always available to take calls, but the bottom line is, you won't be!

You also give the impression that you're a one-man-band.

What do you do if you're a plumber under a sink?  Or a business owner doing 70mph down a motorway?  Not the best way to handle potential business.

Imagine the difference in perception, if your call was answered by a pleasant PA.  They can take the enquiry, get the information needed or ensure a concise message is taken for you (or possibly another team member)  to call back with the information. 

The caller feels they are valued and are much more likely to deal with what they perceive to be, your efficient, friendly company that responds quickly, than the one where they had to go through a button pushing sequence and then leave a voice mail at the end of it.

I know who I'd rather deal with.

That's what we do at Hired Help.  We make you look better and get you more business.  Isn't that what it's all about?