As a small business owner, you want to do everything you can to increase sales right?
Answering the phone is one of the most important foundation blocks of small business marketing, especially if you marketing if focused on generating leads.
Yet unfortunately, so many businesses don’t answer their phone consistently.
Every day countless numbers of potential customers call UK small businesses. They simply need some help before buying…but no one answers the phone.
Small businesses don’t leave calls unanswered on purpose, but if your business has ever missed a call, you need to do something about it.
There are ways to fix it, so please for your sake, make sure no other call goes unanswered.
A small business that’s failing to make sure that all calls are answered have a serious problem.
Wasted Marketing Investment
Think about all the time and money you invest in your marketing to generate phone calls.
Think about the marketing planning, strategy, the money you invest in Google Ads, Facebook Ads , SEO and email marketing.
All that investment is being wasted if people in your target market call you…but no one answers the phone.
Wasted Potential Revenue
What’s the average amount of money a customer spends over their whole relationship with you?
Let’s say on average your customers spend £5000 with you over their lifetime as a customer.
£5000 plus whatever you’ve spent getting that phone call could potentially be going down the drain with every missed call.
You may never know.
Imagine if you never miss a phone call over the next 12 months – there would be a meaningful increase in your revenue wouldn’t there?
Improving the customer experience on your phone is a no brainer.
Do you have a call answering problem?
Many businesses don’t think they have a phone answering problem.
But what’s worse than a missed call is that many businesses don’t even know that the phone calls are being missed.
They don’t have an easy-to-use method to track their inbound missed calls.
The best phone systems send an email to the business owner at 8pm every night to tell them about any missed calls. The business owner can then keep on top of any issues.
Have you or your team missed a call today?
But it’s not just the best phone systems that offer this missed call reporting feature.
I have a popular but basic phone system that emails me a weekly missed call report (Ring Central) – it’s certainly better than nothing.
Many businesses will already have access to daily reports and just need to enable the reports on their phone system.
If you don’t already have this report emailed, I’d seriously recommend you now check your phone system to see how you can enable it.
Once you have those reports, make sure you keep a close eye on them to find out if all your calls are being answered.
I often give my marketing coaching clients a ‘mystery shopper’ call to see how they’re getting on with their call answering. How would you score if I called you today?
Will Voicemail solve this call answering problem?
Voicemail is not a solution.
The majority of people want to speak to a real person and don’t really want to leave a voicemail.
A potential prospect is likely to just hang up and call your competitor.
So it’s generally safe to assume that even if you have voicemail enabled you will still get many missed calls.
How to stop missed calls
You could, of course, hire a real receptionist to sit in your office – Indeed is often a good site to advertise your role.
Even when you hire someone there will be times when they will be unavailable, the line busy, or it’s out of hours.
Who will answer calls then? What’s your backup system?
Here are some other call answering options – try implementing one this week:
- You can find a basic call answering service over at Jam (from around £1 a call). Their lower plan is quite basic where the call handler would simply take a message. The call handler won’t be able to answer any questions, however this is still much better than what many businesses have in place. You can upgrade to another plan so the people at Jam can answer questions too.
- I like The Office Genie as they’re a small business too which is a nice alternative to these larger call handling companies. With their service you get someone who will learn about your business and can have a proper chat to prospects, take messages and book appointments.
- MoneyPenny is a similar call answering/handling service.
- Answer Connect – I’ve heard good things – pricing starts from £99 per month, that not only includes call answering but also live chat and other communication, similar to the Office Genie and MoneyPenny.
Think about your potential customers and clients. What experience do they deserve when they call you?
How can you make sure they’re WOWed every time?
Can you afford to fritter away your hard invested marketing money on missed calls?
When you’re considering whether a telephone answering service or call handling service is worth it…it only takes one missed call to miss a new customer and potentially lose hundreds or thousands of pounds over the lifetime of their relationship with you.
- First make sure your phone system is configured to send you missed call reports, ideally daily.
- Make sure you implement a call handling service so you never miss a call again, ideally it would cover out of office hours too.
There are a lot of small business owners like you who need help with their marketing in the UK right now.
2020 has of course been a tough year.
But like never before, lockdown gave business owners the chance to step back and see what was wrong in their marketing and to see the opportunities.
If you’re an ambitious small business owner who needs help with your marketing – I’m here for you.
My name’s Mark Reynolds, I’m an independent small business marketing consultant and coach.
Every year since 2002 I’ve given small business owners unbiased advice, a strategic marketing approach, a new perspective and accountability to help them build a more consistent and predictable flow of customers – especially helpful in these challenging times.
Using a proven marketing system paired with custom analysis of your business, I will help you:
- Identify what you should be doing in your marketing.
- Work out how you should be doing it.
- And help you get the marketing done.
…to build a consistent and predictable flow of customers.
We would be a very good match if you already have an existing in-house or outsourced marketing resources to get the marketing done, eg. a marketing employee, freelancer or marketing agency.
But don’t worry if you don’t.
Don’t worry if you’re trying to do all the marketing yourself.
I have my own marketing team and contacts if you need them.
Also there’s no problem if you already have a business coach, it can be very beneficial.
A business coach will help you with your marketing too, but they cover many different aspects of improving your business. Whereas I’m 100% hyper-focused on your marketing – I take it to a whole new level to help you build a consistent and predictable flow of customers.
My almost 20 years of marketing experience is all about using marketing to get more customers. And so I often find that a small business client with a business coach works very well.
Yes, none of us knows what’s going to happen with Covid-19 and the recession, but the recovery is likely to be pretty dramatic for many.
Your marketing needed to be spot on 4 years ago, 3 years ago, 2 years ago, 1 year ago and regardless of Covid-19 and the recession, your marketing needs to be getting results today. So put these challenging times out of your mind, and focus on taking your marketing to the next level.
If you don’t put the right kind of hard work in now, you’ll miss out and it won’t surprise you if competitors take charge.
You need to be a part of the recovery.
I’m here to help you if talking would help you get more customers.
My whole career since 2002 has been about helping UK small businesses to get more customers. During almost 20 years I’ve learnt what it takes to succeed in times like these. I’ve got lots to share. My name’s Mark Reynolds (click here to learn more).
In 2007 I founded ProfitReach, an independent marketing consultancy for small businesses. Simply, I absolutely love helping small business owners get a consistent and reliable flow of higher paying customers. I’m also an ‘EC Certified Coach’. See what my clients have to say.