For me, referrals are a win-win-win. They make me happy.
I am a great believer in the value of business referrals. Whenever I am networking, I lookout for opportunities to refer businesses that I know and trust. For me it is a win-win-win: the business I refer is happy because they have the opportunity to work with a new client; their new client is happy because I know they will receive great service; and, I am happy both because I like helping people and because I believe it increases potential opportunities for people to refer Paperclip in the future.
You can make someone happy today
To make it easier for our existing clients and others to refer Paperclip, we have set up a simple referral portal: ‘You can make someone happy today’. The portal also rewards those referring Paperclip with a gift of £100 of Marks and Spencer vouchers or a cash donation of the same amount to a charity of their choice when the referral becomes a Paperclip client. Some businesses have a nominated charity, and this could be a great way of raising money for it at a time when all charities are struggling to raise funds.
How to spot businesses that need ‘happiness’: 10 scenarios
I have outlined below just some of the scenarios I look for when identifying businesses that could benefit from Paperclip’s services. I hope they help you too.
1 – Your supplier or customer doesn’t answer the phone
You are trying to get through to an important supplier or, in the case of B2B, a valued customer and the phone rings for more than 20 seconds or goes to voicemail.
- Not only is this an inconvenience for you and your desire to run your business efficiently, but you may also assume that the same happens for others calling your supplier or customer. You can help them by letting them know that they missed your call and by suggesting that Paperclip could help them capture calls when their lines are busy.
2 – You need to book an appointment…but can’t
The inability to get through on the phone is particularly irritating when you are trying to book an appointment with, for example, a physiotherapist or osteopath. You may look elsewhere, particularly if the problem is acute, even though your like and trust your current specialist.
- Paperclip handles the bookings for many healthcare practitioners. In most cases, we have access to their appointments software so can update their diaries in real-time. Referring Paperclip will ensure your specialist can focus on patients (you!) and not deter potential new patients.
3 – You have a simple question that needs answering
You have a simple question for a supplier or customer but either can’t get through or, when you do get through, you and your question are lost in ‘the system’.
- It is a truism that most caller’s questions follow the 80;20 rule; 80% of questions can be classed as FAQs, whilst the remaining 20% require more detailed specialist input. Paperclip works with many of our clients to build a bank of FAQs which means we are able to deal with the majority of caller’s queries.
4 – You suffer voicemail frustration
I find it particularly irritating when I leave a message with a business that promises to call me back and I wait…and I wait…and I wait…and I place my business elsewhere!
- Paperclip doesn’t do telephone sales, but we do make outbound customer care calls on behalf of our clients. Maybe you know a business that would really benefit from this service?
5 – Peak call volumes can lead to customer service troughs
Many businesses operate in sectors where there are clear peaks in call volumes. For some, such as gardeners, the peak may be seasonal. For others, the peak may occur on a certain day or a specific time of day. For example, estate agents can be busy on Saturday mornings; conveyancing solicitors receive more calls on a Friday than other days of the week; most businesses are busier on Monday mornings and just after lunch.
- Businesses typically struggle to accommodate peaks in call volumes and service suffers as a result. Paperclip can be there to answer calls at such times: all sales calls captured, customers heard and more.
6 – You value the benefits of a skilled receptionist
Skilled receptionists are a real asset to a business. Often, when they are away on holiday or absent due to illness, quality can suffer. Those asked to cover may not have had sufficient training or may be too senior or valuable to be spending time answering the phone.
- If you work with businesses that experience this problem, then referring Paperclip could be a huge help to them even if we only require temporarily or on an ad-hoc basis.
7 – Someone you know is switching to a work-home business model
Covid-19 has changed the way many businesses work. Some have switched to a hybrid work-home model, others have had to furlough reception staff to balance the books in exceedingly difficult circumstances.
- Paperclip can step into the breach in such circumstances, operating as a business’ reception and forwarding calls to employee’s home numbers or mobiles as required. For businesses with multiple offices, Paperclip can act as a central reception through which all calls are diverted.
8 – You hate the ‘hidden phone number’
Many businesses are streamlining their workforce due to economic pressures. The temptation could be to deliver customer service by email and, by not publishing a phone number, eliminate the perceived disruption that calls can create. I don’t like being on the receiving end of this type of service and I don’t know anyone who does. It is a false, and potentially terminal, economy.
- Paperclip operates as a first-line customer service desk for many of its clients (see the 80/20 rule above). We are a variable cost; you only pay for the minutes we answer calls on your behalf.
9 – You want to help a business grow
There are lots of positive reasons for referring Paperclip, even for businesses with excellent reception and customer service delivery.
- You may know a business that is about to engage in a major marketing campaign with the potential to generate lots of new enquiries. Paperclip can back up the team and ensure that all enquiries are captured.
- You may be aware of businesses that have ‘January Sales’ or similar. Once again, Paperclip can ensure that all sales calls are captured.
- A business you work with may be planning to speak to its customers to get a greater understanding of how its brand, customer service, products or services are perceived. It is Paperclip’s experience that using a third party, like Paperclip, is likely to generate more open and honest feedback.
10 – You want to help reduce a friend’s stress levels
You may know an associate, friend or family member that runs a business, takes too much on their own shoulders and maybe struggles with delegation. The stress may be impacting their business, their health, and their friends.
- Referring Paperclip is potentially one of the quickest and most effective ways to reduce that stress. By answering calls and sorting the important from the immaterial, Paperclip can provide the breathing space that allows business owners to focus on what can really make a difference.
Refer Paperclip with Confidence
I hope some of these scenarios resonate with you and encourage you to refer Paperclip with confidence.
I recognise that some people are more comfortable at making referrals than others; I have certainly grown more confident making referrals over the years. If you have any doubts or reservations then please call me on 01246 418181.
Referring Paperclip is a voluntary and personal choice. I am extremely grateful for all those that have referred Paperclip in the past and hope to support others in referring Paperclip in the future.
Anne Batty
Managing Director
Hi, I’m Anne Batty, Managing Director of Paperclip. I am passionate about customer service. I believe enduring relationships are built on being open, transparent and trustworthy.
I love questions. So, if you have a question relating to telephone answering – pricing, technical, scope and more – I would love to hear from you at anne@paperclip.co.uk or 01246 418181.
Paperclip’s clients enjoy working with us. I know you will too.