Ask yourself the question: ‘Why is my phone ringing?’ : Anne Batty, MD, Paperclip.
In his fascinating book, ‘Alchemy: the surprising power of ideas that don’t make sense’, Rory Sutherland (Vice-Chairman of Ogilvy UK) shows how some of the best ideas come from seeking the answers to what appear to be obvious questions. Sutherland’s point is that it is far too easy to take things for granted. Look deeply enough and you may uncover truths that you had previously overlooked.
So, here’s the obvious question I want you to ask yourself and your team:
‘Why Is YOUR Business’ Phone Ringing?’
Firstly, I have to declare a vested interest in asking, I run Paperclip, a leading third-party provider of telephone booking, reservation and appointment services and telephone answering.
I often present on the subject at business conferences and workshops and I am frequently surprised by the number of businesspeople who see the phone as a disturbance or inconvenience:’ I can’t get any work done when the phone is ringing!’ or ‘I don’t answer because it is probably a nuisance sales call’.
Paperclip has clients in virtually every business sector from estate agents, through solicitors, to medical professionals and every industry in between. The thing they all have in common is that they recognise that when the phone rings it is likely to be an existing customer, a supplier or a potential new client enquiring about their product or service.
These three groups – customers, supply chain, prospects – are the lifeblood of any business: your business! For these businesses the sound of the phone ringing is like a cash register:
Estate Agents. “Ring, Ring, Kerching!”
Somebody has just seen the house of their dreams come on to the market and wants their property valuing. Immediately!
Solicitor. “Ring, Ring, Kerching!”
It’s a woman calling because she has decided to leave her husband and needs advice. Urgently!
Dog Kennels. “Ring, Ring, Kerching!”
The caller has received bad news about the health of a relative and needs to put Fido into kennels for a week. Now!
Osteopaths. “Ring, Ring, Kerching!”
The caller has cricked their neck and can hardly move. They have a job interview tomorrow and need to see someone. Today!
Very few businesses are unique. In the above cases, if the phone isn’t answered when it rings the caller will probably go elsewhere. They are very unlikely to leave a voicemail and even less likely to call back.
Paperclip’s reason for existing is to capture your sales calls, handle your customer service calls and, filter out those nuisance calls*. For some clients we handle all their calls, for others, we deal with calls their reception team are too busy to take. For some we simply take a message and forward it on, for others we make a reservation, book an appointment, make a booking or confirm an order.
Why Is Your Phone Ringing?
It’s ringing because a prospect, customer or supplier wants to talk to you. Answer it…or let Paperclip do it for you. It’s important. Check us out.
Call us on 01246 418181. We’re ready for your call…and we love it when the phone rings!
*Footnote:
You can cut out a large proportion of ‘nuisance’ calls by registering your number with the CTPS (Corporate Telephone Preference Service) at tpsonline.org.uk. If you follow this route remember to register all the numbers you want covering by the CTPS.
You will need to renew your preferences on an annual basis but will be prompted to do so by the CTPS. You should also check your numbers are still registered if, for example, you change telephone line, service provider.
The CTPS website carries the following rider:
‘If you register any of the telephone numbers you need to be aware that you may not receive unsolicited calls from organisations which you and your colleagues may find useful and would be interested in receiving’.
Related Links
Alchemy – Rory Sutherland
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.