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24 Oct 2019

Worried about leaving your phone alone?

So, it’s half-term week and you want to spend some quality with your children or grandchildren and enjoy pumpkin pie and trick-or-treat.


There’s nothing dangerous about letting your business phone calls go to voicemail for a few days, is there?

 

Here are a few things you might like to think about before you answer that question.

 

A missed opportunity

When your phone goes unanswered, it can frustrate your caller. Their immediate questions go unanswered and they are likely to look somewhere else to find the solution they need. Your sales opportunity could disappear in a puff of smoke.

 

You won’t know for certain, unless they leave you a voice message, and between half and three quarters of callers will abandon their call before that happens.

 

The millennial generation really don’t see the point of voicemail and are more likely to text, if you provide a mobile number. However, just like polishing a magic lamp, they will expect an immediate response.

 

What happens when your phones are alone

The office is empty, and the phone begins to ring. You might think that the importance of answering a call quickly is just fairytale, but there’s evidence to show that seven out of 10 callers will hang up after three rings and 85% won’t call back.

 

Most answerphones take 15 seconds, or about five rings, to pick up a call. That means that the majority of your callers will vanish without a trace, and you’ll never know what you missed.

 

Can missed calls damage your business?

Even though your Inbox might be overflowing with emails, 80% of business communication takes place on the phone. So, if calls aren’t answered, you could be missing a lot of sales opportunities.

 

According to a study by the International Journal of Service Industry Management, prompt responses from businesses are key ingredients in the customer service love potion. Many people will judge you by how well you deal with your telephone calls.

 

Did you know that seven out of ten people will stop dealing with a business when customer service is not good? So, not only might you be missing out on new sales, you could be losing existing customers too.

 

Sadly, it can be even worse than this. People are more likely to share a bad customer service experience than tell people about a good one. So, for all the excellent service you provide, you could still find yourself with a reputation for ‘never’ answering the phone.

 

What do missed calls really cost

Small- to medium-sized businesses with tight budgets might be tempted to think that time-consuming phone calls just aren’t joyous.

 

An estimated £90million is lost in the UK every year due to missed calls. In 2014 BT Business estimated the average cost of just one lost customer is £1,200, which is a lot to lose.

 

Studies show that over 80% of communication comes from tone you use; only 14% comes from the content. So, take an oath to make the first call count and your customers are likely to remember their experience.

 

Emails, texts and responses to online message forms aren’t customer service experiences to celebrate.

 

Keep your callers content

Our Genies can do so much more than answer your phone when it’s left alone. They are experienced professionals who learn about your business and can give every caller that special something that will make them feel valued in important. They can handle simple enquiries for you and pass on important messages. You’ll have a report at the end of every day, so that you know exactly what your phone’s been doing.

 

Even better, a Genie can pop up whenever they’re needed – for a few days or weeks, when your phone rings more than twice or just at certain times of the day, when you know you’ll be busy.

 

Talk to one of our genius Genies today to make you phone call worries go away.

 

Jacqui Frost

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Jacqui Frost

Jacqui Frost

Chief Genie

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A Brilliant Attitude; Whatever I Ask Of Them They Have A Go

I like the fact that they always just say yes and crack on.  They've got a brilliant attitude; Whatever I ask of them they have a go.  They're always available which is another thing I really value.  We've been using them since May 2017.  I think there's two main benefits:

1) My staff are much less stressed. Being a beauty salon, it used to be the case that when the phone range and they were in treatment, it was stressful, because you could hear the phone ringing and not be able to get to it.  If they were busy, they'd get to their lunch break and have calls to return meaning they'd get a shorter break, so the working stress has dropped dramatically. 

2) We're able to fill our diaries more effectively.  We're not missing calls so we're not missing bookings, so I feel we're not losing business that we probably did before. 

 

I recommend The Office Genie regularly

 

Harriet Hurrell

Heaven At No 7