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