How can you boost sales? Ask your customers!

Recently, I listened to a great webinar by John Jantsch, author of Duct Tape Marketing. He conducted this for free during the celebration of Small Business Week and I wanted to pass along one of his particularly good pointers.

As small businesses, we are always looking for ways to improve our processes and procedures in order to grow our business.

The burning question:  How?

The answer:  Ask your customers.

After each customer experience you have the opportunity to not only ensure client satisfaction, but to also gather high-quality marketing insights. A bonus, you’ll gain stories you can use as testimonials to your prospective clients. The best way to do this is to ask every customer the following questions:

1.       What made you decide to hire us?

2.       What’s one thing that we do better? What did you like most about the experience?

3.       What could we do better? How can we improve?

4.       Would you be willing to refer us?

5.       If you were looking for our company, what would you “Google”?

Reaching out during a follow-up call or in a final client meeting provides that added-level of client devotion that can lead to engaged customers, i.e. customers that refer others to your business. Customers, just like everyone else, appreciate the extra attention and the value that you place on their opinion. You’ve got nothing to lose and everything to gain.

Even if you’ve been in business for 20 years and have yet to conduct this type of customer survey, it’s never too late! Set a plan in place and start enhancing both your client experience and your business.

Until Next Time

-         Megan

Stop Burning your Company's Hard Earned Cash!

Recently, Phoneworx’ technicians met with a client, we’ll call him Joe, who had stumbled upon a very disconcerting discovery. Joe had been leasing a business phone system for at least seven years, maybe longer. It included eight phones in the office and seven remote. He never had reason to review the bills; until the leasing company told him he either needed to sign an extended 3-year contract or forfeit his equipment. It was at this point Joe made the following realization:

 “In reviewing my lease documents and phone bills, I realized I was burning cash!”

Over the last seven years, he’d spent close to $100,000 between telephone bills and lease payments. I know, this sounds crazy, but with a monthly phone bill over $600 and a monthly lease payment over $300 the costs added up quickly. 

Floored by this discovery, Joe contacted Phoneworx looking for an alternative. Our technicians discovered that he had not only been leasing very old phone technology (circa. 1990), his phone bills were high due to the necessity of using traditional analog phone lines. We also found additional line item fees on the bill for everything from Caller ID to Call Waiting.

So, what now? Well, first we shared a couple of important facts with Joe:

1.       Phone technology is advancing at a tremendous rate. With any business phone system 5-years-old (or older), you are not taking advantage of new technology - which not only saves money, but also saves time and allows businesses to provide a better customer experience.

2.       Old telephone technology often utilizes traditional analog phone lines, rather than Internet-based lines (VoIP). By switching to a VoIP business phone system, Joe could significantly reduce his monthly telephone bill by removing charges for additional lines and long distance calls.

3.       The phone company charges additional fees for items like Caller ID, Call Waiting, and Voicemail. Conversely, VoIP phone systems have these features built-in, meaning no additional costs.

Overall, by replacing Joe’s current leased phone system with a new, state-of-the-art VoIP business phone system we were able to help put out the flames! In less than two years, he will be able to recover the cost of the new phone system. What’s more? Going forward he will see substantial cost savings. Joe will be able to use this savings to grow his business, rather than kindling.

So... if your system is five-years old or more – don’t you think it’s time to stop fanning the flames??

Until next time,

-         Megan

Save Money and Grow your Business through Lean Strategies

Lean business strategies are a hot topic. There are entire B2B companies dedicated to auditing utility bills, project management, and supply chain strategies in order to help other businesses save time and money – ultimately leading to happier customers and future growth. You see, running a lean business isn’t all about just-in-time inventory and maximizing employee efficiency – it’s also about periodically evaluating fixed cost items and looking for ways to reduce your operational overhead.

For the last four months, Phoneworx has been performing FREE business phone system checkups for small businesses in Greenville, Spartanburg, and throughout the Upstate. By far the most impactful insight we’ve gained is how often companies are overpaying for telephone services. One client in particular, had a phone bill of over $2000 each month! We’re finding that customers assume these costs are just something they have to accept – like paying taxes or hang-nails. Many also are under the belief that if they’ve signed a 3-year contract then they have no options until the contract is up.

I’m here to tell you, right now, that you are NOT helpless against the telephone company!

New VoIP technology provides small businesses with a cost-effective option to reduce telephone expense over the long term. VoIP phone systems include many additional items that a telephone service provider usually charges extra for like Caller ID, Call Forwarding, or Voicemail. Plus, a quality phone system can last you up to 10 years, if not longer – making it a much more effective investment of your company dollars. Furthermore, even if you have a contract in place, you likely have the ability to cancel or make changes at any time. Yes, you may pay early termination fees, but often times this amount is small compared to the sum of money you’ll save long-term.

So if you are like most other small businesses out there, I know that running a tight ship (i.e. being lean) is very important to your short-term gains and long-term growth. So why would you continue to pay more than you have to? Phoneworx’ Client Relationship Representatives can help you evaluate your current telephone service provider bill and provide alternatives to get your company in ship-shape!

Ask yourself, when’s the last time you took a thorough look through your company’s utility bills?

Until Next Time,

-         Megan

Even more, you might need a new business phone system if…

So you thought we didn’t have any more ammunition on this one right?  But just like our buddy Jeff Foxworthy, we keep finding interesting tidbits that we just can’t help but share with you! Remember, it’s about taking joy in the little things, so here is yet another top 10 things that indicate you might need a new phone system… (and the trumpet sounds) ba ba ba BAAAAH!!

You might need a new phone system if…

10.   The phone server sits on concrete blocks.

9.       The phone server is wrapped in a hefty bag.

8.       Your phone system gets more vacation than the CEO.

7.       You need a ballpoint pen to change the day and time.

6.       The handset looks like a Chia pet.

5.       A museum curator tries to buy it.

4.       It has two adjustable antennae.

3.       It only has twelve buttons.

2.       The phone system was involved in a federal crime involving large farm animals.

And finally, the number one reason you might need a new phone system…

1.       Your voicemail system has trouble remembering all of the messages.

What’s in your phone closet?

-     Terry

Do You Really Know How to Answer the Phone?

Ok, so here’s another topic where you are thinking: “Duh! Of course I know how to answer the phone… I pick it up and say ‘Hello’.” Simple, right?  Maybe not. Have you ever really thought about how you and your employees answer your company phone?  Does the manner in which you do it change according to the weather, time of day, or day of the week?  If so, you might need a quick phone etiquette ‘refresher’ with your team, or possibly want to look at other options to best greet your customers. You remember how important they are right?  Without them, you don’t have much of a business, or at least won’t for long...

Now that I’ve sparked your interest, here are three key things to do when answering a company phone call:

1.       If you are going to answer, always answer by the 3^rd ring. Americans generally have a very short attention span – the quicker you can pick up the phone, the better.

2.       Be consistent. It’s a good idea to develop a standard script or method of answering the phone. This helps to eliminate those “oops” moments when an important client or high-value prospect calls. Make sure your employees know what they need to say; winging it is never a good idea.

3.       A friendly tone is a must. Tone of voice may be the single most important factor in how a caller perceives not only the individual answering the phone, but also your business. Tone can convey an entire slew of business qualities – whether or not they are intended.

So, what can you do to ensure that your company phones are being answered in a timely, friendly, and consistent manner?  Surprisingly, you’ve got options, and don’t we all love those?!

Option 1: Take the three key items above and lay out expectations with your staff. Write out a basic greeting and tape it to your office phones – this way, employees won’t have to remember it off the cuff. Once you’ve set the standard, pay attention to how well your staff is adapting.  If necessary, call your office from an unknown number to test their consistency. When they do well, give positive reinforcement. Continue to coach those individuals who might not be “getting it.”

Option 2: There are outside companies you can actually hire to answer your phones (remotely) for you.  If you are a one or two man company and cannot afford to miss calls or let them go to voicemail, having someone to answer the phones live can be a comforting prospect. It can help to boost your image, legitimize your company, and both gain and retain more customers. Unfortunately, you have now entered the realm of “outsourcing” a portion of your business. There really is no way to guarantee that these companies’ employees will always be in a good mood.  Furthermore, because you aren’t there with them, how confident can you be that they are consistently giving the desired impression?

Option 3: You can do what we’ve done at Phoneworx and utilize an auto-attendant – a built-in feature available on our VoIP business phone system options.  Auto-attendants generally answer a call on the first ring.  They are always in a good mood and can provide a menu of options, ensuring callers are delivered to the phone of the employee best suited to meet their needs. Overall, auto-attendants offer a level of consistency that cannot be matched by any “live” staffers.  What’s more? You can change the greeting and message at any time, giving you exceptional control over a client’s first impression of your business.

Overall, answering your office phone isn’t quite as easy as it may appear.  However, it’s great to know that you have options.  So, do you really know how to answer the phone?

Until next time,

-          Megan

Values-Based Hiring: One Bad Apple CAN Spoil the Bunch

Prior to my relocation to Greenville, SC, I worked in retail banking for about six years.  During that time I worked in seven different branch locations. Over the years, one thing that became abundantly clear is that hiring the right employees, although it can be incredibly challenging, is also integral to the success of any business.  

You’ve probably heard the expression that “one bad apple can spoil the bunch.” Trust me, this is SO true! If one employee out of 25 has a poor attitude or negative outlook, he or she will not hesitate to spread “poison” throughout the organization and sour the attitude of even your star employees. So what’s a manager to do?  Well, let’s start with the basics, and go from there...

Myriad factors that go in to what makes a good employee and most jobs require certain skills in terms of education, technical capabilities, and past experience. But don’t be fooled, these things are only one piece of the puzzle.  If you hire based solely on a checklist of technical and/or educational requirements – you will likely be grossly “underwhelmed” once that employee comes onboard. 

True Story: With a theatre degree, my first manager “took a chance” and hired me as a banking management trainee – a position requiring a business degree. She looked beyond my education, which caused some of her colleagues to think she was little crazy.  But she had the last laugh. I ended up being one of the most successful employees among my hiring class.  Why?  Not because I took accounting, management, or finance - but because I was hungry for knowledge, a quick learner, determined, and driven to prove those wrong who didn’t believe a theatre major could cut it in the banking world! 

Positive attitude, optimism, determination, desire to learn, and work ethic are all desirable attributes. So, what if the person you’d like to hire doesn’t have a required skill like QuickBooks or a degree in the desired field?  Don’t rule them out! 

Fact: it is relatively easy to hire an employee. Unfortunately, many times it is extremely complicated to remove that individual from your organization.  It hurts team morale, can cause distrust or fear among those who remain, and sometimes it can become a legal nightmare! So, when you need to find a replacement “yesterday,” take a step back and remember how essential it is to be patient. It may stretch your remaining office staff in the short run, but choosing correctly is worth the strain. 

Overall, you can teach someone an industry, software, or how to perform specific tasks like opening a checking account, managing website content, or even advising clients on financial decisions.  What you CANNOT teach are fundamental personality traits like loyalty, hard work, positivity, and determination. 

At Phoneworx, we’ve got a great team of employees with varied background experiences – bringing different perspectives to the world of Business Phone Systems sales and service.  We may not all live and breathe business phones like our technicians, but we are all driven to succeed, eager to learn, and committed to delivering unbeatable customer service.  So when it’s time to hire that next employee, if there’s even one thing that seems awry in terms of attitude, or you foresee potential personality conflicts between a candidate and your current employee team, you must look elsewhere. 

Hire smart. Hire for attitude. Hire based on values.

Until next time –

Megan

Options are not optional

By reading our blog, you know that we work pretty darn hard to keep ourselves abreast of trends in the marketplace. We make every effort to share this knowledge with you - our friends and clients! Here’s a tidbit of knowledge that we recently gained through listening to our customers and prospects. 

If your small business provides a service or a product, it is exceptionally important that you provide your customers with options. If you cannot provide multiple options, you cease to be the central resource or the “one-stop” shop that can help them with their needs. In Phoneworx’ case, if we can’t offer a “good, better, best” set of options, we no longer hold the place of “business phone systems expert” in the mind of the customer. In order to retain the position we’ve worked so hard to achieve – being the best or only option to help with business phone system needs – we must provide options!  

The power of three

With so many choices available to customers, combined with the information-saturated World Wide Web, offering options isn’t a new idea. However, one must be careful not to overwhelm consumers either. I recently found an article from 2001 on Snipsmag.com. The author shares:

Several recent studies of consumer buying habits show that the majority of customers will choose the middle-priced option; when two choices are offered, 50% of customers chose the lower-priced option. When three choices were offered, 57% chose the middle option.

Indicating three options is just right. Overall, customers like choices – so make sure you are providing them!   

At Phoneworx, we’ve discovered, albeit the hard way, that options were the key in achieving our goal of giving the customer everything they need and nothing they don’t. Although a business owner may initially gravitate to the lowest priced option, it may not provide all the features that he needs for his business. Conversely, a different business owner might want the “really cool” more expensive option, but realize that she simply doesn’t need all the features and can get by with the less expensive option. Either way, by truly listening to customers’ needs and demands, we are improving as an organization and better positioned to “win” within our market.

Are you doing the same for your business?

Until next time,

Megan   

The Dirty Lowdown of Hosted Phone Systems

It’s the latest buzz in telecom… a “hosted phone system.” So, what is it and why should you want it? First, I’ll explain what it is, then you can decide if you want it or not. A traditional business phone system consists of desk phones and a server (a black box about the size of your DVR at home). This is known as a PBX system, and it comes with all the right stuff like voice mail boxes, auto attendant, caller ID, voicemail-to-email, and music-on-hold. You buy this “bundled” system and you own it. Period.

A hosted phone system has all these features but you only need to buy the phones, not the server. Your host owns the server. Here’s what a hosted system provides:

1.       Lower upfront costs

2.       Easy as 1,2,3 process

3.       Same phone features that you would get if you purchased your own system

Soooo, why wouldn’t you go with this? Read on.   

With a hosted solution, you spend money up front for new phones. Two items you don’t pay for are installation and the server. Here’s a scenario that happens more often than not:

Sue’s company decides to go with a hosted phone plan. They purchase 5 phones for around $600. It’s a great price. Then they decide that they want voice mail boxes, an auto attendant, caller ID, voicemail-to-email, and music-on-hold. Ok, great… that’s going to cost, on average, an additional $5 per month for each feature on top of each user’s fee of around $20 per month.

Doing the math our total is $100 + $25 per month. Not too bad. Keep reading…

Next, most folks don’t know this, but companies that provide hosted solutions often charge you extra for minutes - outgoing AND incoming- at around 2.9 cents per minute. Sue’s company uses around 3,000 minutes per month, adding an additional $90.

Again, the math says $125 + 90 = $215/month. Are you seeing a trend?

Still not too bad… right? Well, Sue receives that “box of phones” via U.S. mail. She stares at it for a moment and wonders “what do I do now?” She calls her hosting company; they tell her how to plug the phones in. She does… they don’t work. The service rep (from who-knows-where) tells her “Well, it sounds like you need a new router;  yours isn’t big enough to handle more than one call.” Great… Sue drives to an electronic store, talks to the tech geeks, and discovers she needs a $500 router. “What?!” Exasperated and knowing she’s tied into this hosted system, she buys it. After four hours of fruitless attempts struggling to get the network set up, she finally calls an IT guy to come out and help. They charge $125/hour. It takes them two hours.

Now her total is $600 (phones) + $500 (router) + $250 (IT guy) = $1,350 in upfront costs. Add in the $215/month, every month for phone use and she’s at $2,580/year – how did that happen?

Her first year total is $3,930; the second year it “goes down” to $2,580…

Now, let’s compare to the traditional PBX system. Of course, in this scenario, Sue decides to work with Phoneworx. Hey it’s my blog and I’m a Phoneworx’er J

She visits the Phoneworx showroom and plays around with the phones – seeing how they feel, look, and sound – and picks the one she wants. She loves the look and feel of the Cisco system and she is ready to go!  Four to seven days later our technicians visit her office and handle the entire installation.

They set up the phones and internet with voicemail boxes, an auto attendant, caller ID, voicemail-to-email, and music-on-hold all at no extra cost – it’s included! The next day a Phoneworx representative visits Sue’s office and provides training to all the employees.

Sue is excited because she never had to stop working or be involved in the installation or networking… there is a reason why IT networking people exist. It is not easy to do it all yourself.  The coolest part?

There are no added fees for incoming or outgoing calls, no long distance charges, and no additional monthly fees. For a five-phone system Sue spent $2,900.00 once, that’s it!

Her first year total = $2,900.00; the second year = $0…

So, what’s the moral to Sue’s story? If you spend a little more money upfront you can spare yourself frustration and stress in the long term. Plus you can save A LOT of money over time. Even better – Phoneworx is right here in Greenville to help you and your employees if anything ever goes wrong.

So there you have it, the dirty lowdown of hosted phone systems.

-          Sabrina –

“Your phone system expert”

Differentiation: Being a PURPLE Cow!

Earlier this week, my boss told me that we needed to continue to position and brand Phoneworx as a “purple cow” within our industry. Seeing my confusion, he painted the following picture: “Imagine this – as you drive down the road, you pass by a field filled with cows.  Most of them are black or brown, but one catches your eye. Why, because he is so dramatically different – he’s bright purple!  Strange? Yes. But he definitely got your attention!” With so many small businesses competing for customers, differentiation and proper image have never been more important. 

We live in a world of commodities. There are hundreds of banks, dentists, website designers, realtors, landscapers, and the list goes on and on!  In almost every way, these companies offer the same or very similar products and/or services. So how does one choose?  Let me give you a great example.

As a new resident in the Greenville area, I needed a new dentist.  So, the first thing I did was ask a coworker for a referral. He suggested I go see Dr. Brian Derrick at Falls Park Dentistry, located right downtown.  His personal referral carried a lot of weight, but didn’t seal the deal.  I had to be happy with the service if I was going to stick with this dentist. I called the office, was greeted kindly, and was able to set an appointment at the desired time on short notice – off to a good start. When I arrived (only having to walk a few blocks from the Phoneworx office), their office was really cool, clean, up to date, and the staff was responsive and friendly – still lookin’ good!

But, here’s what did seal the deal… Prior to beginning the actual examination and cleaning, I was offered a warm neck pillow, a paraffin hand treatment, and my own personal HD television to watch. Further impressing me was that the dentist used all the latest gadgets in the dental world. To top it off, Dr. Derrick was kind, funny, and willing to answer any questions and concerns that I had – I felt like I had been his client for years and it was only my first visit. The only thing missing was music-on-hold for the phone system. Phoneworx took care of that right away. J

WOW! Now, that’s what I call a “purple cow.” 

Similarly, at Phoneworx, we work hard at being purple. We want to be much more to our clients than simply a company that services and installs business phone systems. For example:

1.       We don’t ask clients to pick a business phone system out of a catalog! We have a state-of-the art showroom where you can touch, see, and hear our products prior to purchase. 

2.       We’re located in beautiful downtown Greenville, not an industrial park or some garage. Clients can stop by anytime to visit, to ask questions, or simply to enjoy the balcony overlooking Main Street.

3.       Our salespeople are non-commission, your assurance that you’ll never be “up-sold”. Suggestions are based solely on your needs – nothing else.

At Phoneworx, we are not content to sit on our hands or “ride the wave.” We are committed to continually being on the cutting edge in our industry, and sharing that knowledge and information with our clients. Above all, we are committed to helping small businesses to differentiate themselves!

What color is your cow? 

Megan

Attention Small Businesses! Are you connected to your customers?

In today’s world, it’s no longer about what you know or even who you know. Now, it’s all about how fast you can connect with the people you know via text, email, social media, or phone. We live in an extremely “connected” society where colleagues, friends, family members, and customers’ expectations continue to rise in terms of response time to any method of initiated communication.

If a customer calls and leaves a message, or sends you an email, they expect a response back within a few hours.  If you don’t have mobile access to your email, your company’s phone system is broken, your voicemail doesn’t work, or you forget to “call-in” to check your messages – you could do a great deal more damage to your business than simply upset a customer.  Failure to respond to a customer’s message– positive or negative – can lead to poor customer experience, loss of business, and negative reviews via websites, social media, and word-of-mouth.  Reviews posted on the web are viral, damaging, and can theoretically live forever…

So, what’s the good news?

Telecommunication and mobile phone technology have advanced at a rapid rate over the past decade.  There are now numerous smart phones that can be used to access email, or voicemail sent to email, remotely from any location.  In addition, VoIP (Voice over Internet) business phone systems now have numerous built-in features at no additional cost to your business. These include remote office, call-forwarding, caller ID, and more! These state-of-the-art business phone systems provide all the bells-and-whistles that your business needs to stay CONNECTED. They also provide an easy platform to create a truly unified communications system – where your computers and telephones “talk” to each other – making your business life much more streamlined.

Our company name is a beacon for our mission: we want to help businesses get what they really need – plain and simple – a phone system that works!  An added bonus is that these systems can help to easily facilitate three basic things that most small businesses are working to accomplish:

1.       Saving money

2.       Growing their business

3.       Differentiation in order to outshine the competition

So ask yourself: Are you truly connected with your customers?  Does your business phone system work?  If your answer is anything other than a resounding “Yes!” don’t rip the copper phone wires out of the wall, throw your computer out the window, or beat your office phone with a baseball bat – call Phoneworx, we can help.  J

Until next time,

Megan

More, you might need a new business phone system if…

OK, I know you’ve been waiting with bated breath, unable to hold back your excitement for this next installment!!   Every day we encounter new and “interesting” phone systems – some of which are older than me – and we simply cannot resist sharing with you yet another top 10 things that indicate you might need a new phone system… Here goes!!

You might need a new phone system if…

10.   The speakerphone used to belong to the Moonlight Drive-in.

9.       A redneck installed your phone system.

8.       The Geek Squad refurbished it in the late 1990’s.

7.       The server cabinet looks like a refrigerator.

6.       The phone rings after you answer a call.

5.       The phone has a beer belly.

4.       You have to unplug your phone to hang up.

2.       It requires a quarter to make an outbound call.

3.       The music-on-hold machine only plays 8-tracks.

And finally, the number one reason you might need a new phone system…

1.       The filter is dirty.

What’s in your phone closet???

-        Terry

Hiring an Expert vs. DIY - Getting the job done!

The other day, I came across a quote that made an impact upon me as a small business professional. 

“The way I see it, in the eternal battle between ‘do it yourself’ or ‘suck it up and pay an expert,’ there is no wrong answer – as long as something gets done.” – Rick Spence, writing in the Financial Post

This particular quote comes from an article that happens to address the topic of marketing research. Spence discusses the pros and cons of entrepreneurs or small businesses attempting to conduct this involved process on their own v. hiring an expert.  Although one might cost more money than the other, when additional factors like time, stress, equipment, and knowledge are brought into the equation, the financial gap begins to close.

In today’s business world, there is an ongoing debate on topics ranging from Social Media Marketing to Real Estate to Home Improvement of whether or not individuals and businesses should delve into a project themselves or hire professional help. In the end,  even though many times there is ‘no wrong answer’ as Spence states, often hiring an expert can actually save you time AND money!

If you are a company who charges by the hour for your services or you have a valuable employee who is being asked to do work that they are neither knowledgeable about (requiring time spent learning), nor motivated to do (no sense of urgency), you could actually be losing money.  When a small business takes on a DIY project, I see it as burning the candle (or budgeted dollars) at both ends.  Not only is revenue-generating time in the field lost, time is being spent attempting to understand a system, project, or problem that will likely eventually require professional assistance.  Moreover, if an employee or entrepreneur is unhappy working on a project, the quality of work will almost certainly be sub-par to that a professional could do in significantly less time and with less effort.

In the end, if your business has a need, it can actually be financially beneficial to seek the help of a professional. For example, during your career, how much time have you spent/ wasted fighting a poorly-performing office phone system? How many times have you fruitlessly flipped through the 1000+ page manual or attempted to unsuccessfully re-program your handset? If you’re like I was in my previous careers (working in banking and for a small Chamber of Commerce), the answer is a lot!!

Since we are a telecom company, of course this is the best example that comes to mind.

However, don’t think that I am saying that you need to hire Phoneworx to fix your phone system; I don’t even know if you are in need of our services.   What I am suggesting is that the next time you need help in your business, rather than spend time, effort, and energy on un-fruitful DIY project attempts – consider consulting an expert.  You’ll save time, you might save money, and you’ll definitely have the satisfaction of a job done right!

Of course, if you do have phone problems, Phoneworx can help J

-         Megan

Taking the Mystery out of SIP & Shedding Light on its Many Benefits!

Until very recently, I had never before heard of SIP.  To me this three letter acronym was something that people did when taking a very small drink, not a techie term describing the methods behind our usage of the Internet to connect via voice, instant messaging, and even video.

In my attempt to understand the benefit that SIP offers to me and our business here at Phoneworx, I’ve delved a little deeper into the subject. My hope is that my understanding and explanation can be of use to you and your business – that you can gain something by being, as they say, “in the know.” J

SIP stands for “Session Initiation Protocol.” It is a network communications protocol used for “establishing sessions in an IP network” (www.sipcenter.com).  Once a session is established, these can be used for quite a few things, including phone calls.  In fact, VoIP (discussed in a previous post) uses SIP as its preferred protocol.

SIP’s ability to establish, manipulate and tear down Internet sessions has greatly influenced the telecom industry. It brings together myriad elements in the communications arena and facilitates “connectivity” in today’s fast-paced business environment.  SIP helps session originators (callers) route calls to people who may have changed location or equipment and brings together multiple streams of various media. 

Overall, SIP delivers key signaling elements, which can turn a voice over IP network into a true IP communications network – a network capable of delivering next generation converged service. SIP is a powerful tool helping us to establish “sessions” over which we can connect via phone, IM chat, video conferencing, etc.  SIP does for Internet communication what HTTP does for browsing the World Wide Web.

In a nut shell - SIP is SIMPLE. 

By utilizing SIP and IP phones (as opposed to traditional analog phone lines) your business can more readily connect the dots – bringing all of its communications, voice and data, under one umbrella. It can simplify your processes and improve customer interactions.  SIP helps to eliminate redundant steps that occur when communication tools use two different platforms and eliminates cumbersome procedures that come with moving or changing traditional analog phones. With IP phones and SIP, moving offices is as easy as unplug, pick up, plug back in – there’s no need for additional (possibly expensive) service calls.

SIP is available, it’s effective, and it can be hugely beneficial to those who take advantage.

Have you used SIP today? 

Maybe you have, and you didn’t even know it...

-         Megan

Positioning – Have you made it into your customers’ minds?

Positioning is a “buzz word” in the marketing world. It is a frequent topic of conversation and – truth be told – can be a critical factor in your company’s success (or failure if executed poorly). 

Many times, people see positioning as how a company chooses to ‘present’ itself, its product, or its services to potential customers.  It is viewed as mystically predicting consumers’ wants and needs, and placing a physical product or “new edition” in front of consumers – “wowing” them into realizing a true or fictitious want or need.  As it were, positioning is SO much more than simply how a product or service looks, feels, smells, performs, etc.

Positioning is how you are viewed through the mind (not merely the eyes) of a prospect. It is securing a meaningful position in that prospect’s mind. To solidify this position, you must find a way to effectively communicate value. Your company or brand should be directly associated the particular product or service you offer.  For example, when I think of energy drinks, I think of Red Bull.  Why? Because it gives you wings.

You might be asking: What is the key to making an impact on my customer? How do I truly communicate effectively to win a position in my customers’ minds? Remarkably, the answer is at the core of Phoneworx’ business strategy.  The answer is SIMPLIFICATION.

With longer working hours and shorter attention spans, it is important to provide a simple, straightforward message to your target customer. Define your ideal customer and speak directly to them.  Take away all the bells, whistles, glitz, and glamour that are getting in the way of your message, and be mindful of the fact that the human brain can only absorb so much at one time. 

So, what are your next steps?

First, simplify your message – in fact, oversimplify it!

Next, make sure you communicate what makes you different, better, special, etc. 

-          Is it that you make things simple (as we do at Phoneworx)?

-          Is it that you make the premium product within your industry (like Haagen Dazs or Rolex)?

-          Or is it simply that you provide a service above-and-beyond your competition (like Best Buy’s Geek Squad, Costco’s lenient return policy, or Bed, Bath & Beyond’s customer-friendly wedding registry)?

Finally, don’t cast your net too far – find your niche market customers and cater your message to them.   Don’t waste valuable time or money on individuals who only might want or need your product – spend it on individuals who most certainly do! Think about your message from the receiver’s point of view. Make sure it’s something they will hear – validate their opinions and needs – then assure them you can help.

Are you positioned to win your market?

-         Megan

Taking the mystery out of music-on-hold

So we’ve all been put on hold at one point or another in our lives.  Maybe it was when we called the bank to figure out a weird charge, when we called a friend at work, or maybe when we called our dentist office to schedule an appointment.  Being on hold is not something that I generally enjoy – but there are definitely some experiences that are better than others.

Think back to the last time that you were placed on hold. Which of the following did you experience?

1.       Beep-Beep… [silence, silence, silence] Beep-Beep… [silence, silence, silence] Beep-Beep, etc. 

2.       ---------------------  DEAD SILENCE ------------------

3.       Beeeeeeeeeeep… Beeeeeeeeeeeep… Beeeeeeeeep

4.       (or my favorite) “Hold on,” followed by phone hitting desk, followed by “HEY TERRY, THERE’S SOMEONE ON THE PHONE FOR YOU. ARE YOU AVAILABLE?”… “I’m sorry he’s out of the office at the moment, can I take a message?”  Ugh…..

Don’t you think that hold time could’ve been a lot better if you were listening to some good music, maybe some jazz, sounds of the ocean, top 40s, or pretty much anything other than beeping, yelling, or nothing at all?  We sure do.

Wait, but how does one get this magical, elusive “music-on-hold”?  You start asking: Do I need to get a new phone system? Do I need to pay the phone company a ton of money to somehow install it? Once it’s installed – how the heck do I select, change, or even shut off the music?

Truth – It’s simple.  All it takes is a small electronic device, like the OHP 6000 (OHP stands for “On-Hold Plus”) shown below, which plugs right into your phone.  You can get one of these from Phoneworx (including installation) for about $299 – no joke! It’s that easy! Even better? You can use it for pre-recorded on-hold messages to market your products or services if you so desire.  

Do you have to get the phone company involved? No. How do you get the music on there? You can use a CD player or an mp3 player – meaning you can change it up as often (or infrequently) as you choose.

By investing in this simple solution, you can create a better experience for your customers and differentiate yourself from the competition.  Clients will not only be more likely to hold the line, they’ll be impressed at the polished image on-hold custom messages and music present.

Moral of the story – not everything to do with phones is complicated.  Furthermore, if you want something and don’t know how to get it, don’t assume it is some crazy mystery.  Any other phone issues got you puzzled? Let me know. I’ve got access to some amazing technicians who can “speak phone” if you know what I mean.

Until next time,

Megan