There are few businesses that benefit more from telephone answering than the trades: plumbers, electricians, joiners, glaziers, locksmiths, painter decorators and others. The very nature of the workload is a management challenge in itself with its mix of small jobs and large, emergency works and planned, sourcing spares, traffic delays…often mixed in with the delights of dealing with the general public!
Telephone answering, combined with job management software like ServiceM8, helps bring order to the enterprise.
When Paperclip answers your call we are an integral member of your team
When your customer, or potential customer, phones your number the screen of the Paperclip team member answering the call ‘pops’ with your details. Whilst we are on the call we are an integral member of your team, and the caller has no idea they are speaking to a third party. You can transfer all your incoming calls to Paperclip (a ‘full divert’) or only those calls you have been unable to answer within a given time period (a ‘delayed divert’).
ServiceM8 and Paperclip can flex to your unique way of working
Every tradesperson has their own way of working, and the flexibility of call answering combined with ServiceM8 flexes to accommodate this. When you join Paperclip we work with you to create a bespoke SOP (Standard Operating Procedure) which details how you want calls to be handled. Using an electrician by way of an example, the SOP could include prices for standard tasks such as EICRs, fitting a socket, or installation of a domestic or commercial electric vehicle point; it could list estimated times taken to complete tasks; it would typically outline the process to follow if the caller has a job which falls outside set parameters for size and complexity. Over time, many of our trades clients refine their SOPs as they start to understand the full scope of the support Paperclip can provide.
Paperclip enters your caller’s details straight into your ServiceM8 account
When your call comes in we open your ServiceM8 account and enter your customer’s details straight into your system. For many clients we ask how the caller heard about them and then tick the relevant icon within the ServiceM8 app. We answer your customer’s questions and, depending on the SOP you have agreed with us, we may book the job into your diary. For other trades clients we make a note of the customer’s requirements and save the enquiry in a Paperclip folder in their ServiceM8 account for them to access later. One of Paperclip’s trades customers is currently trialling the Stripe credit card processing app and we will shortly be taking payments over the phone for them.
Paperclip can help when a member of your team is ill and jobs need rescheduling
Paperclip’s telephone answering services enhance both the operational and marketing capabilities of ServiceM8. For example, if you or a member of your team is unavailable for any reason, we can access your diary and contact your customers to let them know that you won’t be able to attend. We can also reschedule the job if we have authority to manage your diary. For some trades clients, we call their customer once a job is completed to get feedback on the service they received and, where appropriate, ask the customer if they would be willing to complete a Google Review.
Getting the most from your ServiceM8 investment
ServiceM8 is a great tool, with the potential to streamline and automate many of your core business processes such as quotes, scheduling and invoicing. Using Paperclip’s telephone answering services enables our trades clients to get the most out of their ServiceM8 investment. Furthermore, and this is one of the fundamental Paperclip benefits, you will never miss another sales opportunity.
If you would like to know more about how Paperclip’s telephone answering services can help you get the most from your ServiceM8 investment, simply call me on 01246 418181.
Our ServiceM8 clients enjoy working with us. I know you will too.
