Posted by
Ken Peffer on Wed, May 08, 2013 @ 07:48 AM
When we hear the tragic stories of failed business practices, the numbers on the balance
sheet often receive the most attention, but they are merely the ‘post mortem’ report, and not reflective of the real reasons for failure. The most prevalent reason of failure for a large number of businesses (or the reason they are stuck in mediocrity) is their inability to properly manage the expectations of those they are serving.
Did You Know….
When Leon Leonwood Bean opened his small business in his brother’s basement in the early 1900’s, he had one product; the Maine Hunting Shoe. If you are familiar with the story, you know that over 90% of his first production run sold to clients was returned because the boots simply fell apart. Although most of us would have crumbled under a disaster like this, Leon did not. He managed his clients’ expectations, informed them that he would deliver the quality product that he had promised, and then, after a rework of the initial design, he delivered on that promise. Today, L.L. Bean brings in over $1.5 billion in annual revenue and is recognized the world over as a provider of quality products with top-notch customer service.
Choosing For the Right Reasons
For service driven business practices, quality communication is always near the top of the priority list, but the process of running a practice has so many variables that it is easy to get distracted and lose your focus on this key priority. Engaging an after-hours or 24/7 answering service can help a great deal, but be sure you are doing so for the right reasons. There is a big difference between ‘getting help to answer the phones’ versus ‘seeking a partner who is dedicated to help manage client expectations when you and your office staff are not available’.
The New Communications Mix
Last month we talked about the new communications mix and how rapidly evolving digital communications are changing the business environment. Just being available to your clients isn’t enough anymore; you need to be available to your clients in the channels they prefer. The phone is simply one of the channels now, but, when done properly, it is still the most effective channel at managing client expectations, especially when sensitive, emotional, or frustrating issues are involved (Just ask L.L. Bean!). If you don’t currently engage an after-hours or 24/7 answering service, it may be time to consider one. If you do have a service, and you don’t think of them as a sound investment or a good partner, it may be time to start looking for something better!
To learn more about Main Line TeleCommunications, please download our free guide:
Or visit our
page.
Related Links:
Adapt and Overcome: Words of Wisdom from a 24/7 Answering Service
Secure Text Messaging is Here – Don’t Wait Until it’s too late!
Building a Better Business Plan with a 24/7 Answering Service
Okay, we know nobody’s perfect, but when it comes to your business practice, do you have
some vendors that seem to make the same mistakes over and over again? In an active business environment, communications errors are bound to happen, no matter how careful you are. However, over the years we have become big believers in investing a little more to find and use quality vendors for our own business needs. By emphasizing ‘quality of service’ over ‘price of service’, we have found that we spend a lot less time identifying and dealing with vendor issues, freeing us up to better serve and be proactive in regards to our own clients’ needs.
Another Band-Aid or a True Fix?
The vendors you engage to help you run your business will likely support very different functions within your organization - so determining the quality of their service will always be somewhat subjective. However, from the early days, we formulated these four basic questions to help us decide when it was time to ‘upgrade’ from a particular vendor to one who offered a higher value of service to us:
- How many times has a similar issue occurred with this vendor?
- Is their solution a band-aid on a bigger issue or a true process change to reduce/eliminate future re-occurrences?
- How much time do I and/or my staff spend researching and addressing issues/errors that are created or not properly addressed by this vendor?
- What is the impact to our own clients as a result of this vendor’s performance?
By going through these questions in an honest fashion and putting personal preferences aside (yes, we liked contacts at some of the vendors we no longer use) we were amazed at how quickly we were able to improve our own business practices; enabling us to provide higher quality answering services to our clients.
How Confident Are You?
Although we understand the vendors who serve us may never be ‘perfect’, we now have great confidence that they will work with us to quickly address issues and adjust processes to overcome those challenges that inevitably arise in an active business environment. Fortunately, because of this ‘quality of service’ approach, we have all but eliminated those vendor issues that, in the past, could have directly affected our performance in the eyes of our own customers.
If you are seeking ways to improve your organization, you may want to start by reviewing your current vendors utilizing the questions above. And, if communication with your clients is one area you believe you could improve upon, feel free to contact us – we would be happy to share our thoughts on how a quality answering service could play a key role.
To learn more about Main Line TeleCommunications, please download our free guide:
Or visit our
page.
Related Links:
Is Voice-mail Frustrating Your Clients? A National Answering Service Says “Yes!”
A Quality Answering Service Makes a Real Difference
Outsource Your Phone Calls – Why Virtual Receptionist Services Make Sense
Survival of the fittest doesn’t necessarily mean the strongest. The business world is full of stories of strong organizations (both locally & nationally) that somewhere along the way lost their ability to adapt to their changing environment; and down they went, sometimes in very short order. The most surprising ones are those that seemed outwardly successful. They had a decent balance sheet, were busy servicing a good number of clients and even appeared to be growing. However, a large change, or perhaps several smaller changes occurred within their business environment; and by not focusing on adapting to those changes, those businesses suffered.
Be Successful – And Stay Successful
If you run or manage a successful organization, you know there is a lot more to it than most people realize. You have certain strengths that have helped you get this far, but you need to hire, lead, manage and even outsource to others to both extend your strengths and fill those areas where you may not be as strong. One of those key areas is recognizing and adapting to changes in your business environment.
Communications Shift
For the medical practice and professional service organizations we support, there are significant business environment changes currently underway. One of these significant changes has to do with the handling of private information. With the exponential proliferation of smart devices and electronic communications methods in recent years, it is now much easier for private information to get into the wrong hands. This environmental change has quickly become a serious liability for those that handle sensitive information.
Physicians, lawyers and CPA’s (just to name a few) all have smart phones and use them actively in support of their patients and clients. While these devices are very helpful in support of the business, it only takes one instance of a lost phone to reveal sensitive information that could quickly snowball into a major lawsuit citing non-compliance of government regulations such as HIPAA and other privacy-of-information regulations.
Help in Leading the Way
As a 24/7 answering service, we act as a labor resource to help many of these organizations manage the tremendous amount of ‘high-touch’ interactions that are required within their operations. As such, we are part of the communications process, and not only must we also comply with the same regulations, but we believe it imperative for us to help guide our clients in regards to the technologies and best practices needed to improve their communications while at the same time staying compliant.
If you feel you are not ‘up-to-speed’ with the communications changes in your business environment (i.e. secure text messaging, e-mail encryption or protocol for a communications audit trail), don’t hesitate to reach out. This is one of those environmental changes that can be addressed without too much difficulty, but not adapting to it could mean big trouble down the road!
To learn more about Main Line TeleCommunications, please download our free guide:
Or visit our
page.
Related Links:
Secure Text Messaging from Your Call Handling Service
A 24/7 Answering Service for a 24/7 World
A Philadelphia Answering Service Says “Change is Good”
With ‘the big game’ only a few days away, people across the country are preparing for
the Super Bowl and all of the celebrations that go along with it. However, Philadelphia is also having its’ own unique celebration; the celebration of hope that our own chances of making it to ‘the big game’ some-time in the near future have just been greatly increased. Just a couple weeks ago, the announcement was made that Chip Kelly will be the new head coach for the Eagles, replacing 14 year veteran Andy Reid. As a professional answering service located in the greater Philadelphia area, we answer calls from all over the nation and obviously can’t talk football with callers. Nevertheless, there are some true fans at our shop that are very excited about the potential that this change has brought about.
Why Change is Good
When things don’t change for a while, it becomes easier and easier to fall into mediocrity. Change is what keeps us on our toes. It demands our attention and our focus; and sparks the creativity that helps us be better problem solvers. While the Eagles have had a decent record overall under Reid’s tenure, to the fans (and even many players) the last couple of years have felt like a rut that just could not be overcome. Enacting big changes with the specific intent to make things better for all parties involved had become the only reasonable course of action. Of course, in professional sports, only time will tell how successful those changes will be. But in the business world, a lot of things can be changed with a bit more certainty in regards to the expected outcomes.
Changing For the Better
Most of our clients have come to us over the years because they were specifically ‘looking for something better’: A better way to manage client communications and retention, a better way to engage patients, a better answering service with more robust offerings, and so on. In other words, they knew that for them to rise above mediocrity and make things better for all parties involved, they needed to make real changes in their communications efforts. By partnering with our clients and building an answering program with very specific detail to each of their unique businesses, we have been able to help them change for the better.
But, But, But….
As January comes to a close, most of us get a reality check in regards to all of those plans and goals we put in place for the New Year. Whether business or personal, month one of twelve is already in the books and if we haven’t met our expectations, the excuses of ‘why not’ can start to eat away at our conscious. If this sounds like you, don’t let it happen again. Instead of focusing on the ‘why not’, focus on what changes, both strategic and tactical, can be made to get you back on track. Remember, mediocrity isn’t that hard to achieve, but if you’re looking for something better, this Philadelphia answering service is with you!
To learn more about Main Line TeleCommunications, please download our free guide:
Or visit our
page.
Related Links:
Philadelphia Answering Service Wins Top Industry Award
Building a Better Business Plan with a 24/7 Answering Service
Outsource Your Phone Calls – Why Virtual Receptionist Services Make Sense
Thanksgiving week is upon us and with it, the traditional kick-off to the holiday season. In the next several days, a very large percentage of our country’s population will take a much deserved break from the rigors of their work lives to spend quality time with family, friends, and most likely large amounts of very good food! It is a great holiday because we all have a lot to be thankful for, but as a provider of 24/7 answering services, this also means the start of one of the busiest times of the year for our own organization.
Life Never Stops
Almost all of us have or have heard a story about a holiday that didn't go exactly as planned. An emergency room visit on Thanksgiving Day, that baby that ‘decided’ to be born on Christmas, or that time on New Years Eve that the pipe burst in your home - right in the middle of your big party. As an answering service, we know all-too-well that anything can happen, no matter what day of the year it is. Although most people are in ‘off-duty’ and ‘celebration’ mode on holidays, life never stops moving forward and there are always issues, some very serious, that can arise in those most unexpected times.
Special Thanks
As I said before, we all have a lot to be thankful for, but this year we are sending a special thanks to all those individuals who are spending some or all of your holiday time working to provide help and support to others. Whether it is the hospital staff, the on-call plumber or the emergency response team, you are all sacrificing your own personal holiday time so that you can help improve the quality of life for others. Our answering service will be doing our part as always throughout the holidays in support of your efforts and to the best of our ability. Again, to all those putting in the hours through the holidays - a sincere thank you for all your efforts and dedication.
What is Your Story?
In the spirit of the holiday, we’d like to hear your story. Have you had a funny incident (or at least funny now, looking back on it!) on a major holiday that was perhaps a little more difficult to solve because it was a major holiday? Please do share – we’d like to hear from you.
To learn more about Main Line TeleCommunications, please download our free guide: 
Or visit our 
page.
Related Links:
How to Provide the Best Answering Services to Your Clients
Need That Extra Edge for Your Business? Engage a Quality Answering Service
The Growing Trend of the Virtual Receptionist Service
It is that time of year again for most businesses. We all work hard throughout the year, but in these last few months, business executives and practice managers have an additional task: building the detailed plans for the next business year. This process can vary widely based on the size and complexity of an organization, and the ones who take their planning efforts seriously are the ones most likely to reap the rewards year after year.
Getting Better
Why do we go through this process every year? To get better. If your business isn’t focused on getting better on at least a yearly basis, you likely won’t stay in business. As a provider of 24/7 answering services, we always start the process with one question: ‘What can we do to better serve our clients and potential customers to help them succeed in their marketplace?’ By having that single staring point, it is easier for us to make decisions in all of the major planning categories such as infrastructure, technology, finance, and, most importantly, our human resources.
Graduating to the Next Level
“Are you working ‘in your business’ or ‘on your business’” is a quote used by many management consultants to help business leaders understand the importance of strategic planning. As you know, it is very easy to stay wrapped up with the day-to-day ‘in the business’ activities. Fortunately, this quote made an impression on our leadership team many years ago. Our yearly planning has gone from ‘just going through the numbers’ in the early days to what is now a thorough, collaborative and thought out process to continually improve our 24/7 answering service operations.
A Brighter Future
Completing your yearly plan is typically not a quick or easy task. However, we have found that by making every effort to do it right, you not only increase your potential for success, you also enable your team to take pride in working together to build a brighter future for the whole organization. In our blog, we sometimes discuss some of the criteria used in selecting a quality a 24/7 answering service. Perhaps one of the questions you should have, for any business you intend to partner with, should be ‘what is your annual planning process’. Now more than ever, that may be a telling sign as to how well they will perform as a partner with your business.
To learn more about Main Line TeleCommunications, please download our free guide:
Or visit our
page.
Related Links:
What is Your Time Worth? Secrets of Using a 24/7 Answering Service
Philadelphia Answering Service Wins Top Industry Award
A 24/7 Answering Service for a 24/7 World
Do you really know who is calling your business? The obvious answers are typically clients,
prospects, business associates and vendors. But when we ask this question to most organizations, they are not able to go much deeper than the obvious answers. The phone has been around so much longer compared to other communication methods that businesses take it for granted. They know it needs to be answered in a professional manner, but beyond that, they don’t see it as a business process that can greatly increase productivity. How wrong that is!
Losing Time
As business professionals, most of us need to use the phone on a regular basis, but answering phone calls is also one of the biggest time-eaters around. It pulls you from your current area of focus, and often takes you in a different direction from your planned activities. Have you ever started your day ready to tackle your important priorities, only to find at the end of the day you haven’t even crossed one item off your list? Phone calls can do this to all of us on a regular basis if we let them.
Getting Granular
Going beyond the obvious categories of inbound calls as noted above is a real an eye opener for most businesses. Breaking down the types of calls on a much deeper level and then assigning a priority to each type helps them get a much better understanding of their inbound calls. By using a qualified national answering service to help with this process, most companies are able to recapture lost time they spent on unnecessary or low priority calls, and their customers actually receive better service because they always speak to a live person that directs them to the appropriate resources within the organization.
Making the Call
Answering the phone is a critical part to achieving success for most businesses. But, like any other business function, there are always better ways to do it. The question then becomes: “should we make the small investment of time and money for this particular business process?” Since business phone answering is often far from optimized, and national answering services have the ability to customize programs that would fit the specific need of your business, it only makes sense to give sincere consideration to improving this area of your business.
To learn more about Main Line TeleCommunications, please download our free guide:
Or visit our 
page.
Related Links:
What is Your Time Worth? Secrets of Using a 24/7 Answering Service
National or Local: Which Answering Service is Best?
How Secure Are Your Messages? A National Answering Service Solution
Have you ever noticed how some of the people you know appear to be busy all the time while others seem a bit more relaxed and carefree? I know my own schedule keeps me pretty busy on a regular basis. I sometimes have to stop and remind myself that the one thing we all have the same amount of - is time. No matter who you are or what your job is, we all have the same 24 hours each and every day.
Busy vs. Productive
If you have reached the management or ownership level in your career, chances are you are a busy individual. As you know, there is a big difference between being ‘busy’ and being ‘productive’ and successful organizations are on a constant mission to increase productivity, both among their employees and their senior managers. This is how many organizations have come to engage our 24/7 answering services. Although we provide answering services, we realize our core offerings to our customers are really: better time management, streamlining processes, and strengthening their client and prospect communications.
Customized To Your Unique Business
There are many different answering services available, but the secrets to accomplish the objectives as noted above are simply: 1. customize, 2. personalize and 3. know when to make changes. First, every business is unique. There is no one-size-fits-all answering service, so it is crucial to engage a service that will create a 24/7 answering program specific to your business needs. Second, the technology now exists to personalize how each member of your team prioritizes and receives their messages. This way, you can increase productivity down to the individual employee. Finally, don’t become complacent. Once a new answering program is in place, be sure to set a schedule for periodic reviews to ensure the service continues to meet your needs as your business evolves and changes over time.
Engaging a 24/7 answering service can bring a significant productivity boost to your organization for a minimal investment. However, we’ve heard some unfortunate stories from companies that didn’t take the right approach from the start. If you have an answering service, or are considering engaging one to help with your business efforts, keep these ‘secrets’ in mind and feel free to reach out to us if you have any questions – we always have an open line!
To learn more about Main Line TeleCommunications, please download our free guide:
Or visit our
page.
Related Links:
A 24/7 Answering Service for A 24/7 World
Do You Have the Best Answering Service for Your Customers?
Three Essential Reasons for a 24/7 Answering Service
Have you been enjoying the Summer Olympic Games? I know I have. Of course, there are many different sports and just about everyone has a few favorites they follow closely throughout the competition. I especially enjoy the personal stories about the athletes; and how their hard work, dedication and discipline has enabled them to overcome adversity and compete on a national level to represent their respective countries. So what does this have to do with answering services?
Making A Choice
I think a big part of it comes down to choices. The athletes competing in the Olympics do have some natural talents and skills, but each of them had to choose to put everything they had into becoming the best at their sport. After all, there are literally thousands, if not millions of other athletes all across our country that are competing in that same sport. If I make that comparison to our industry, there are many local providers of answering services around the country, but it is a much smaller group that can compete on a national level.
The Direction We Chose
Right from the start, Main Line TeleCommunications chose to be the best possible provider of professional answering services as we could be. No, we haven’t won any gold medals, but we have won ATSI’s Award of Excellence several years in a row, which is the top national industry competition for answering service providers.
National or Local
Don’t get me wrong, we do proudly serve a large number of local clients. But to be our best we chose to invest the extra time, energy and efforts into being able to compete on a national level. We believe it is those investments that enable us to better serve our local clients and stay at the top of our game. If you are considering using an answering service, or upgrading from your current provider, please be sure to investigate the positive differences a national provider can bring to the table.
To learn more about Main Line TeleCommunications, please download our free guide:
Related Links:
How Secure Are Your Messages? A National Answering Service Solution
Engage a National Answering Service for Local Business Success
The large majority of business service relationships that go awry can be traced to
miscommunication or lack of communication between the provider and the client. This can occur at any point in the relationship, from an initial call, to someone who has been your best client for more than a decade.
Smart businesses are realizing they can’t continue to “do it the way they’ve always done it” and this also applies to how their organizations interact with clients and prospects on the phone. This brings us to three of the top reasons we now hear from clients as to why they engaged a 24/7 answering service.
1. Continuity of Service: People want to reach a live person when they call. These days there are numerous ways of digital communication that people can use to reach you. If they are taking the time to call, that means they want to have a conversation, not leave another message in your voice-mail. By utilizing a 24/7 answering service, your clients are always able to get through to a live person. The continuity of this interaction with your clients and prospects gives them, in real time, the certainty of a next step in the process, which greatly reduces or completely eliminates the potential for them to develop frustrations with your organization.
2. Save Time: Phone calls are interruptions. Yes, you and your staff need to talk to your clients, prospects, vendors, associates, etc. on a very regular basis. But having a customized 24/7 answering service enables you to specifically map out and prioritize all the types of inbound calls your business receives, enabling you to minimize unproductive calls and focus on the revenue generating and key relationship building calls.
3. Improve Communications: Ever have trouble understanding someone’s voice-mail message? How about a phone message taken from one of your fellow employees that was incomplete or had the name misspelled or phone number wrong? It never reflects well on you or your company when you have to call a contact and ask them for information that they had already given to someone at your company. A good 24/7 answering service has specific training and regular quality assurance testing to ensure your messages are always accurate and always complete with the appropriate information.
To learn more about Main Line TeleCommunications, please download our free guide:
Or visit our page.
Related Links:
A 24/7 Answering Service for a 24/7 World
How Answering Phone Calls Eats Your Precious Time
Engage a 24/7 Answering Service to Win More Business