Event Venues

With weddings and graduations being sidelined all across the country, it’s not at all surprising that event venues have seen a drop in call volume over the last few months. Not only are people postponing or cancelling events, but without a definitive date when social distancing measures will ease, people aren’t scheduling any new events, either. Event Venue A experienced a 50% downturn from February to March, and another 73% drop from March to April – nearly double Event Venue B, which saw decreases of 27% and 36%, respectively. According to Wedding Wire, the average wedding utilizes about 15 vendors, e.g., the facility, photographer, caterer, stylist, and more. And those vendors employ a group of people to perfect every detail. So, the venues aren’t the only ones losing out.

Balloon & Flower Vendors

One might expect that if events are being cancelled, balloon and flower sales are also taking a dive. In the case of these two clients, one would be wrong. Luckily for flower shop owners, making the switch from storefront sales to online only enabled those originally non-essential businesses to remain open. And with no one actually able to celebrate birthdays and other major events in person, a bouquet of flowers, a bunch of balloons, and a drive-by party will have to do the trick. Balloons floated up by 33% from February to March and continued their streak into April. Flowers saw a 13% growth spurt from February to March, and another 37% upshoot from March to April. Whether for birthdays, graduations, Easter, Passover, or advanced orders for Mother’s Day, things are looking up for these retailers.

Commercial Cleaners

As we’ve come to appreciate, the companies that are dedicated to cleaning and sanitizing medical facilities and essential businesses are indispensable, and never more so than when a novel virus is carving its way through the population. A quick glance at the graph below shows that Commercial Cleaner A, based in New York – aka the hot spot of the coronavirus outbreak in the United States – has been inundated with calls, showing a 290% surge from February to March, with numbers continuing to rise another 32% in April. While Commercial Cleaner B’s usage is not as astronomical, they still had a 73% upswing from February to March in their California setting, before a nearly equal 71% downtrend from March to April, possibly the result of one-time March sanitization of the many establishments on lockdown.

IT Service & Sales

There’s nothing like an epidemic to force a crash course in how to turn your business from brick-and-mortar to work-from-home, virtually overnight. The amazing thing about technology is that we live in a time when radically changing your business model is not only plausible but feasible. A sudden shift in protocol means that the not-so-tech savvy will need help getting everything together. It makes sense, then, that two of our Business and Residential IT Service clients saw a spike in calls from February to March, springing up 78% and 143%, respectively. But a company that specializes in commercial IT Sales fell off by 52% between February and March as businesses began to close their doors, and dove another 53% into April.

School Safety

School’s out for the summer! And the restrictions imposed by the coronavirus have affected more than just educators and administrators. When you think of grade schools and universities, school safety personnel aren’t usually the first people who come to mind. Yet, especially in the days of Sandy Hook and Parkland, they are a vital part of a properly functioning institution. Unfortunately, school shootings aren’t the only incidents that claim lives on campus. According to the National Fire Protection Association, from 2011 to 2015, fire departments in the United States responded to around 4,100 structure fires in campus properties, 92 of which were fatal. As we can see, fire safety consultants for college campuses saw a 68% decline in call volume from February to March, which makes sense, given that hundreds of schools closed their doors. And as students hurriedly left their dorms, one campus’ emergency line had a 98% decline between March and April.

Hair Salons

Though a few states have begun to reopen businesses previously deemed non-essential, the vast majority of areas remain buttoned up. Stylists may be able to create videos showing you how to trim your own hair, but there’s no revenue in a DIY video, unless you’re charging for it. So, salons and spas have definitely lost out on a wealth of business – not only on regular cut and color appointments, but also on updos for prom, which some students held virtually. Salon A, in North Carolina, stayed steady through March, as the state did not institute mandatory closures of personal care and grooming facilities until March 25th. Calls subsequently fell by 59% from March to April. Salon B, in Georgia, had a 69% slump in usage between February and March, when local governments shut businesses down – despite not having an official order from the governor until April.

Mental Health Counseling

Not catching COVID-19 is at the forefront of everyone’s mind, which is why social distancing campaigns are in place across the globe. But what happens to mental and emotional well-being when we’re all staying at home, missing out on personal connections with family, friends, and coworkers? A lot, as it turns out.

Depression, anxiety, substance use, domestic violence and child abuse can and likely will get worse during this crisis, as past disasters have taught us. And, as time rolls on, mental health counselors will have a crisis all their own, trying to help individuals and families recover from the mass chaos brought on by such a tiny virus. For two mental health counselors in New Jersey, we see inverse call volume. But why has one decreased while the other increased? Perhaps Counselor A is not offering telehealth appointments, which could explain the 50% decline between March and April. Or maybe, location plays a role. Counselor A is based in the lower part of New Jersey, closer to the Philadelphia area and less of a COVID-19 battleground than northern parts of the state. Counselor B, who has seen a 231% climb in inbound traffic from March to April, is based in upstate New Jersey, just outside of New York City – which has a higher COVID-19 mortality rate than anywhere else in the country. If that’s not a reason to need a counselor, then what is?

Resorts & Hotels

So, what do you do when you’re bored out of your mind working from home? If you have the means and the mode of transportation, you go on vacation, or you plan one so that you can decompress when this horror story is behind us. That’s what two stateside vacation resorts have seen in the past two months, despite the fact that the travel industry as a whole has taken a big hit. If you’re going to be forced to shelter in place, you may as well do that somewhere with sun and fun, rivers, tubing, beaches, water sports, and most of all, a respite from the cares of the world. Resorts A and B have both seen usage upticks, the most prominent being Resort A – with a 192% burst between March and April. Resort B trailed quite a bit but still did well, showing 71% more inbound traffic. Of note, international Resort C experienced a 66% fall in usage during the same time frame. If no one is flying, they’re not going to be booking international vacations, no matter how great the mojitos are.

While we have some resorts doing well, our smaller stateside hotel clients are receiving less volume. In fact, according to the American Hotel & Lodging Association, hotel occupancy rates are projected at 20% or less, which will leave some smaller establishments with no choice but to close their doors.

Veterinary Medicine

They say that every dark cloud has a silver lining. And one of the most heart-warming silver linings of the ominous coronavirus cloud is that pet fostering and pet adoption rates have increased. Why? Because all you need is love! 4-legged, fur babies to bring a smile to your face and ease your pain while you shower them with cuddles. For the first time in years, many shelters are empty, and more dogs and cats in happy homes equals more vet visits. We looked at four veterinary practices, and all four showed increased call volume. Vet A had a 139% swell from March to April. Vet B’s calls increased in March, going up by 76% from their February usage. Vets C and D both increased February through April. There’s nothing like taking a disaster and turning it into a reason to spread joy and unconditional love – such a beautiful thing!

Food & Beverage

The food and beverage industry has endured all sorts of changes in the past two months that no one saw coming. If you’ve tried to get into the grocery store during senior hours, purchased hand sanitizer made by a distillery, or enjoyed curbside service from your favorite dine-in only restaurant, then you’ve seen the adaptability of businesses in your area, necessitated by the “new normal.” What we found particularly curious are two industries that have seen unexpected peaks and valleys, even in these crazy times.

The first, online alcohol sales. Bars are closed. Liquor stores are closed (but some now offering pickup). So, where do you go when you want a glass of chardonnay and your wine rack is bare? Storm your neighbor’s kitchen and trade a roll of toilet paper for a bottle of the good stuff? Nope. You have it shipped right to your door. For our online alcohol retailer, this manifested into a 55% increase from February to March followed by a 77% push from March to April.

Unfortunately, dairy suppliers have had less luck than their spirited colleagues. Regardless of the empty supermarket shelves at the onset of the pandemic, or the continued need for milk, butter and cheese, dairy farmers have been asked to dump milk because of a crippled supply chain. If you can’t guarantee freshness due to delays in delivery, then you can’t sell the product. That explains the 42% loss for our dairy client between February and March followed by a 14% decline from March to April.

Traffic Incidents & Vehicle Services

Of the industries we researched, we found a fascinating correlation between a few companies that are decidedly linked, though it’s not something that we would normally make the super short leap to connect. That’s why research is so cool! Let’s look at 1) the online alcohol retailer, 2) an alcohol level monitoring company, 3) a driving hotline, and 4) collision repair.

As we recall from our last segment, with bars and liquor stores closed, online alcohol sales have gained. And with people no longer having to leave their homes to imbibe, there are fewer drunk drivers on the roadways. The graph below shows an inverse relationship between the amount of online alcohol sales, a 77% rise from March to April, and the amount of calls received by a company that monitors breathalyzers installed in vehicles to prevent driving while intoxicated, a 10% fall during the same time frame. While the number of alcohol monitoring calls has not decreased by much for our client, we are grateful for any reduction in drunk driving. This story is echoed in cities across the country, with reduced DUIs between March and April.

Fewer drunk drivers on the road, in addition to the millions who are staying put with everything on lockdown, means fewer calls to driving and traffic incident hotlines – an 18% dip from February to March, and another drop by 44% from March to April. And, if the highways are less congested and people are paying more attention to the road instead of, well, just about anything else, there are less accidents, and thereby, less of a need for collision services. An 11% downshift for our auto body repair client between February and March, and another 12% fall in April.

Viruses don’t care who you are, where you live, or how successful you’ve become. They don’t wait for your finances to be in perfect shape so that you’ll be able to weather the storm when they strike. And they don’t ask what type of business you run, or how much their existence will interfere with your and your staff’s livelihood. There is no denying the massive impact that the coronavirus has had on our society and the world. But, with a little ingenuity, your small business can and will bounce back from this.

The post How COVID-19 Has Impacted Call Volume for Small Businesses – Multiple Industry Analysis appeared first on Specialty Answering Service.

Savvy business owners are always looking for ways to minimize their expenditures while still getting the most out of their investments. And, one of the handiest tools a business can have in its toolbox is an answering service. Live answering services offer a ton of benefits at a fantastic value, all without sacrificing the services or quality you need to make your small business successful. In the unforeseen economic downturn brought on by COVID-19, it’s more important than ever to manage your budget wisely and stabilize inbound revenue. Here’s how an answering service can help.

#1. Act as a buffer for down-staffing

As of March 2020, the salary for a receptionist can range anywhere between $30,000 and $40,000 per year. But the true cost of an employee is much greater than salary alone. Medical and dental insurance, 401(k), paid time-off, pension, social security, disability, etc. all add up, significantly raising your baseline expenses. If you are among the many who have had to temporarily down-staff or let people go entirely, you’ll need to think about how to manage the workload with less workers.

With wages and employee benefits no longer debiting your account, you’ll be able to devote a portion of that savings towards a professional virtual receptionist. Utilizing an answering service will allow you to keep costs at a minimum while ensuring that every customer receives the assistance they need. Depending on the amount of call volume your business receives, you may be able to pay as little as $1/day to have your calls answered by not one or two, but a whole office of agents.

#2. Provide round-the-clock availability

If you are one of the lucky business owners who was able to retain your staff during the course of this pandemic, then you may have been able to do so only by cutting employees’ hours. Even if you still have coverage 40 hours a week, what happens during the other 128 hours when calls are still coming in?

If your back up plan is to send calls to voicemail like many small businesses, then you’re kissing valuable leads goodbye. Did you know that 8 out of 10 callers will hang up if they reach voicemail? That means 80% of business opportunities are passing you by and going right into the sales funnel of your competitors. 24-hour answering services don’t ever clock out. They are available anytime you need them, whether it’s at 2 AM on a holiday weekend or smack dab in the middle of your work day – pandemic or no pandemic.

#3. Make staffing as easy as signing up for service

Once the COVID-climate clears, you may come to the conclusion that rehiring former workers will not be feasible for some time. It’s also possible that the people you would like to rehire were forced to find alternative avenues of employment to maintain their quality of life. Normally, there is a lot of time, money, and investment put into finding the right employee. On average, it takes about 42 days to select a candidate to hire and fill the position.

All things considered, there’s a lot that goes into recruitment, including taking into account that the newbie may not work out. Should that occur, which so often does, the process then restarts and the investments must be made again. Outsourcing to an answering service eliminates recruiting, hiring and training new employees. Answering service agents are already trained and ready to field calls on your business’s behalf. What’s more, they are fully set up with all the hardware and software necessary to do the job.

#4. Retain your competitive edge and ROI

So much goes into making your phone ring and obtaining leads: thousands spent on SEO and advertisements, hours spent on cold calling or door-to-door outreach. As a small business owner, you give everything you can to cultivate success for your company. Then, imagine living through a global pandemic and watching all that hard work fall by the wayside. Well, you can skip the imagination part – the novel coronavirus fallout is everyone’s new normal. And having an answering service in place will ensure that your considerable efforts are not lost.

Since most callers prefer to speak to a live person, giving them a consistent point of contact during these uncertain times offers an edge over your competition. The more calls your virtual support staff answers, the more opportunities there are for growth and ROI maximization.

#5. Maintain balance

Owning and operating a business warrants an abundance of expenses, not all of which are monetary. There’s a huge expenditure of blood, sweat, and tears, as they say. Over time, the resulting stress and fatigue can lead to serious health problems. And that’s under normal circumstances. Add COVID-19 into the mix, and you’re looking at a flood of physical and mental distress that must not be ignored. With an answering service there to unburden you, you’ll be in a better position to balance work and leisure without skipping a beat.

Yes, work is how you can afford to live. But if there is anything that the coronavirus has taught us, it’s that living to work pales in comparison to the importance of spending precious moments with family and friends, and taking time to foster your own physical, emotional, and mental well-being. An answering service is a reliable shoulder to lean on, whenever you need one.

No matter what kind of business you run, expenses are never-ending. As we all adjust to the current economic climate, we need to be mindful of how much is going out even more than on how much is coming back in. Partnering with an answering service is a worthwhile investment that will offer efficient and professional services, whether you sign up for a free trial just to help you hurdle the pandemic, or you reap the benefits well into your COVID-free future.

The post 5 Ways an Answering Service Can Help Reduce Your Small Business Expenses appeared first on Specialty Answering Service.

Whether it’s by working at home, offering virtual services, or completely changing the business premise, companies are finding creative ways to stick around. Take a look at the varied approaches that businesses are using to survive, and maybe you’ll glean a bit of inspiration on how you can keep your small business relevant in the current economy.

Healthcare

One of the industries most affected by the COVID-19 outbreak is the healthcare industry. Hospitals are overrun and supplies are quickly depleting, but patients still need care. In order to protect the safety of employees and patients, hospitals have introduced protocols that seem straight out of a Hollywood blockbuster. Nurses, doctors and staff are covered head to toe in protective gear, while patients are isolated in cornered-off floors and sections of the hospital. And, to help keep up with the rising demand for hospital space and resources, thousands of temporary medical facilities have been popping up all over the country. Even medical students and retired physicians are being approached to help out.

While some hospital staff may not be able to work from the safety of their homes, many medical professionals have begun using telemedicine for routine check ups and exams, and encouraging patients to connect via online apps to help limit in-person interaction. For small physician and family medicine practices, seeing a doctor through video may even be better in some respects, not just for keep germs at bay. There are no waiting rooms or delays, and that makes it possible to see more patients in a day than the office would normally see in person. Virtual services will also enable you to reduce some overhead costs, such as medical supplies and utility bills. With many practices temporarily down-staffing, the extra patient load and limited expenses will ensure that employees can remain on payroll and insurance while we wait for the country to slowly reopen.

Telecommunications

Cable and Internet providers are also facing a challenging task, and without them, none of us would be able to successfully work from home or stay connected with each other. While customer service, sales and admin staff can telecommute, service technicians still need to be available for house calls. Here’s how telecom providers are making it work:

• Extending network capacity: With the amount of people now working from home and relying on online resources, strong Internet connectivity is a requirement for just about everyone. So, telecom companies have extended network capacity to support businesses working from home, to virtually connect teachers and students, and to provide high-speed devices for healthcare workers, among others.
• Offering digital tools: Offering online tools is an efficient way to let customers help themselves. Many service providers offer apps where users can check account balances, make payments, switch service levels, or check outage statuses, all in just a few seconds.
• Virtual troubleshooting: For basic connectivity issues that customers may experience, troubleshooting can easily be done over the phone.
• Staying outside of the home: When technicians do need to come out to a customer’s house for service, they’re often able to assist without ever having to come inside. For example, when I moved to a new house a few weeks ago, a service technician from Comcast arrived at my house, dropped off the new equipment at my doorstep, and switched the cable wires outside.

During a time where staying connected is as important as ever, some phone and Internet providers have also been prohibited from terminating service for customers who are unable to pay. Despite encountering any financial hardships that so many across America are feeling, small business staff can still have access to the resources needed for telework, whether they are connecting via an existing Internet connection or using mobile hotspots to get the job done. That is one less headache for businesses that are doing their best to shift to a work-from-home model in hopes of retaining revenue.

Manufacturing

Across the country, textile factories, and leading design and luxury companies are putting their time, talents and materials to use by creating personal protective equipment for medical workers on the front line. And they’re not the only ones switching gears to take care of those in need. It doesn’t take much Googling to find a whole slew of small businesses doing everything they can to make a difference. Here are just a few!

• Just because you used to make amusement park props, doesn’t mean you can’t drop the props and become a mask and shield manufacturer to help heroes work. That’s what one company did in Fresno, California.
• A liquor distillery in Chicago started making hand sanitizer, which had become so scarce that even hospitals were running out.
• A Los Angeles clothing designer stopped sewing clothing and began using their fabric to sew face masks. They’ve even offered free sewing for individuals with pre-cut material who need the extra protection.
• This Chicago bridal shop’s employees are making cotton masks for jails, hospitals, and residents.
• Two Los Angeles chefs have turned into pasta makers, donating an equal amount of pasta to the Los Angeles Food Bank and offering free pasta to hospitality workers who have lost their jobs and are struggling amidst the crisis.

Education

Schools and universities may be closed, but teachers and students throughout all levels have been hard at work trying to maintain some sense of normalcy. Educators are meeting with students virtually through applications such as Zoom and GoToMeeting, and using platforms such as Google Classrooms and Microsoft Teams to share assignments, homework, and resources.

Educators around the nation have been trying to stay connected with students in a creative way. In Georgia, band practice has gone digital, and PE teachers are still expecting their students to stay active. And we’re not just talking about grade school, high school, and university. If you run a small business that is centered on providing education – from language tutoring to software training to music lessons, and everything in between – implementing sessions using FaceTime, Skype, and a host of other platforms will give you the freedom to continue to reach your students, regardless of physical locale. This California bar took their Bar 101 class virtual and turned it into a Whiskeys of the World experience!

Veterinary Medicine

Similarly to the healthcare industry, veterinarians are making adjustments so that they can still see patients safely and keep our pets happy and healthy. While most veterinary clinics are open and accepting new appointments, they are operating with limited office hours. And now that several animals have tested positive for the novel coronavirus, telehealth for veterinary practices is spiking. If your local vet is scheduling, you’ll likely need to make a few adjustments to have your pet examined.

When I called my local vet’s office to see if I could schedule an appointment for my new dog (hello quarantine adoption), they instructed me on their clinic’s COVID protocol. When I arrive at their facility, I’m to call them from the parking lot to let them know I’m there. A vet tech will then come out to bring Rosie inside while I wait in my car. They’ll perform their normal routine and then send her back outside to mama. Easy peasy! So, whether in-house or on video, pet parents can rest assured that their little ones will get the level of care they need.

Health & Fitness

Health and fitness professionals have quickly figured out how stay connected with clients from a distance while continuing to motivate and encourage an active lifestyle. Gyms and personal trainers have begun hosting online fitness classes both in group and one-on-one sessions. Video classes can be pre-recorded or done via Facebook and Instagram Live, and many businesses are even throwing in free classes to help motivate more people to join in and stay active.

Organizations that hold annual charitable marathons in the Spring have begun hosting virtual 5k races where participants download an app that tracks their total distance or miles run over a specific time period. Whether you fly solo as a personal trainer or own a small Pilates or yoga studio, you can get in on the action and keep your clients and your financial bottom line healthy.

HVAC

Aside from emergency situations, some HVAC companies have ceased all in-home appointments for the foreseeable future. While certain units can be serviced from outside of the home, many require a technician to come in. Here are some ways that HVAC businesses have adapted their work-from-home protocols:

• Drive-thru parts pickup: If a piece of equipment requires a replacement part, service technicians can order online and pick up via drive-thru at their local warehouse.
• Virtual diagnostic: Just like cable and Internet providers, a lot of HVAC issues can be solved through basic troubleshooting over the phone. For example, checking a thermostat, or cleaning or replacing a filter. Virtual diagnostics can also be used to help determine if a service request is routine and therefore can be scheduled for a less chaotic time or if it’s urgent and needs immediate service.
• No contact service call: If a service technician needs to come out for an emergency, they are following a “no contact” policy. The homeowner will first open all necessary doors for the technician before they come through. The tech will go directly to the equipment that needs maintenance and leave the same way they came in. Any communication that needs to happen between the homeowner and the technician is done via cell phone from separate rooms. At the end of the job, the homeowner will receive their invoice online.

Retail

Brick-and-mortar stores may be closed to the public, but customers can shop online via websites, contact customer service, and receive assistance with questions, exchanges and refunds. Many retailers have even been offering discount COVID codes and other fun incentives to help encourage customers to shop.

For essential retail establishments such as grocery stores and pharmacies, new ways of shopping are being introduced every day, and stores have been reconfigured to help control the flow of foot traffic. Bicycle shops, also considered an essential business, are doing repairs via curbside drop off and have added bicycle delivery to the mix. In Connecticut, business owners of an old toy store have gotten creative by offering FaceTime appointments so customers can virtually browse the store.

Personal care businesses like salons, spas and barber shops have hopped on the inventive bandwagon, as well. Nail salons have begun selling personalized at-home manicure kits while hair salons and barber shops have been sharing video tutorials so customers can try cutting their own hair at home. Switching up product sales during lockdown and creating short videos will make your small business memorable. And, don’t worry. DIY nails and hair will be short-lived. Once doors reopen, people will be clamoring for beauty-done-right!

Food & Beverage

In an effort to keep both chain restaurants and mom-and-pop eateries in business and workers employed, many food and beverage establishments have continued to offer take out, drive-thru and delivery services, as well as curbside pick up options.

In addition, restaurateurs started creating DIY food kits that can be ordered online or over the phone to continue serving loyal patrons while keeping everyone safe. Customers can support the restaurants and eateries they love and keep the community going! Some food chains have turned their headquarters into a drive-thru safe haven for truckers and other essential big-rig delivery drivers who would not be able to fit through a normal sized drive-thru. Wine and spirits got in the game, too, with wineries offering virtual tastings and liquor stores offering curbside pick up. And this taco shop temporarily re-branded itself into a drive-up general supply store, maintaining job security for its employees and serving its community with pride.

Entertainment

In a time when everything feels uncertain and scary, we look to those who can help take our mind off of the negatives and instead encourage us to laugh and sing our way through life. Artists, athletes, and more are offering their support, raising money for pandemic relief and hosting a sweepstakes that benefits national food banks where you can win a chance to host the Ellen DeGeneres show, spend studio time with Ariana Grande, play golf with Bill Murray and Justin Timberlake, be in Scorsese’s next film, design and call a play at an Eagles game, and a bunch of other unbelievable experiences. Local artists are streaming live and using the proceeds to support other artists whose finances are stretched or nearly gone as venues remain closed. Disney is keeping kids smiling with a Family Singalong Event. Even the Grammy Museum has turned to an online model, featuring new artist public programs, education, and virtual exhibits.

While not all performers have celebrity status, all performers have a job, and that is to entertain an audience. If you’re a local artist or run your own entertainment business, you can utilize the same principles to continue amazing your own audiences virtually. In Hawaii, a local music producer along with other native Island musicians created a free concert for audience members to tune into. In Pennsylvania, a local band performed a social-distancing appropriate curbside concert for the neighborhood. And a prominent California muralist is inspiring people with art. So, laugh, sing, create – and we’ll all get through this together!

The post Roundup: How Small Businesses are Staying Open and Serving Customers During COVID-19 appeared first on Specialty Answering Service.

Below are a few examples of some local businesses going above and beyond to help others. We hope you find them as inspiring as we did:

1. Denver company gives away free eggs for Easter

• Location: Denver, CO
• Source: KDVR / FOX 31
• Summary: Sarah Lair and her team at Five Eggs Meal Delivery have already been hard at work preparing and delivering full meals around the Denver area. After seeing a shortage of eggs at local grocery stores, she “hatched” the idea to give eggs away to families so that children will have eggs to dye and decorate for Easter.

2. Sacramento restaurant donates all of its March profits to help closed eateries

• Location: Sacramento, CA
• Source: GOOD DAY /  The CW 31
• Summary: Sacramento’s first vegan burger shop set up a relief fund using all their profits from the month of March to support other restaurants and eateries in the area who have had to shut their doors due to the COVID-19 pandemic.

3. Local business supports healthcare workers

• Location: Winterville, NC
• Source: The East Carolinian
• Summary: Simple and Sentimental, a personalized gift business, has begun using their laser cutter technology to mass produce face shields and Personal Protective Equipment (PPE) for hospitals and medical facilities across the United States. They have set up a GoFundMe page to fund their efforts and have already raised over $5,800.

4. Vermont Glove retools to make masks

• Location: Randolph, VT
• Source: WCAX 3
• Summary: Vermont Glove, a 100 year old, family-run leather glove manufacturing business is switching gears and is now focusing on producing cotton face masks in response to the pandemic. Thousands of masks have already been sent all over the country for use by hospitals, law enforcement, and the general public.

5. Small businesses find ways to survive COVID-19 shutdowns

• Location: Camas, WA
• Source: The Camas-Washougal Post Record
• Summary: Small businesses in the town of Camas, WA are coming up with ways to support their community during these challenging times. Papermaker Pride, an apparel business that sells Camas-themed apparel launched a campaign to raise money for local programs and resources that support low-income families. Joe Orlando of the The Electric Panel, a local coworking space, is using his skills and technologies to create a “virtual triage center” for local business owners to virtually meet and discuss ways to identify ways to make it through the pandemic

6. Reno’s weekly kindness report: food for the soul

• Location: Reno, NV
• Source: Reno Gazette Journal
• Summary: Bishan Singh of India Kabab and Curry is serving 100 free meals from 12pm to 3pm each day to anyone in need of a hot meal during the pandemic.

7. Flemington business owner launches online apparel store to benefit local companies

• Location: Flemington, NJ
• Source: NJ.com
• Summary: Brandon Gano of Twisted Ink, a screen printing and embroidery company, recently launched Here for Good Central Jersey. Through his operation, local businesses can reach out and have him create t-shirts with their logo/branding on it for free. He then sells the shirts on the Here for Good Central Jersey and splits the profit with that business.

8. Sign Pro Imaging keeps spirits high with inspiring signs

• Location: Lima, OH
• Source: WLIO News
• Summary: Sign Pro Imaging Inc. created inspiring lawn signs for their local community to keep spirits up during these troubling times. All profits generated from purchases of the sign go towards the local food bank as well as towards purchasing Personal Protective Equipment for local medical personnel.

9. Philly-area organizations inspiring community spirit as COVID-19 cases rise

• Location: Philadelphia, PA
• Source: Philly Voice
• Summary: Matt Cahn, co-owner of Middle Child sandwich shop, took to social media to encourage his following to donate so that he could provide free meals to doctors and nurses helping the fight against the Coronavirus in nearby hospitals. So far he has raised over $15,000 in donations and has been able to keep his employees on and continue to provide meals to front line medical workers. You can donate to help Matt and Middle Child continue their efforts through Venmo by using this link or through the Venmo App to the username @middlechildphilly.

10. Downtown restaurant spreading hope with inspirational wall

• Location: Bakersfield, CA
• Source: 23 ABC
• Summary: Locale Farm to Table, a local restaurant in Bakersfield, CA,  started an inspirational sticky note wall in their restaurant to allow customers to provide messages of hope and support to others coming in to pick up their takeout orders.

11. Navarre Hair Studio re-opens for a day to cut hair for first responders

• Location: Navarre, FL
• Source: ABC 3 WEARTV
• Summary: After weeks of being closed due to pandemic restrictions, Chuck and Halsey Cruies of Cruies & Co. Hair Studio opened for one day to provide free haircuts for first responders in the surrounding area.

12. Tucson is clearly a town of innovators. Here are 5 inspiring local business pivots

• Location: Tucson, AZ
• Source: tucson.com
• Summary: Here are 5 local businesses in Tucson, AZ that are stepping up and aiding their community by providing art supplies for pickup, offering “surprise” book bundles, a local toy store switching to e-Commerce and providing free shipping, a produce business owner delivering fresh produce right to residents’ doors, and a local cinema allowing people to rent recently released movies.

13. Local business woman gives out free soap to those in need during Coronavirus pandemic

• Location: Indianapolis, IN
• Source: WTHR / NBC 13
• Summary: Victoria Thomas-Bodie, owner of The Pink Tub, make organic soaps and lotions and is now giving them out for free to help individuals in her local community stay safe and healthy during the pandemic.

We’re all coping with a lot right now. As a result, how small businesses connect with their community is more important now than it ever was. If you have an inspiring story you’d like to share, please contact us on Twitter or Facebook. We’d love to hear what your small business is doing to help the local community.

The post 13 Inspiring Small Business Stories We’ve Read Over the Pandemic appeared first on Specialty Answering Service.

Small business owners are risk takers. They are a confident breed who choose to create their own destiny rather than be a chapter in someone else’s story. And, for small business owners, giving up on their dreams is never easy.  When times are tough and defeat is knocking at the door, there’s usually a good alternative. But, with this new reality, small business owners are facing an incredible and painful situation where they may not see continuing to be in business as an option. Millions of small businesses are facing this situation – and worse, it’s not something they can control.

Small businesses are a big deal

At Specialty Answering Service, we love small businesses. They are the backbone of what we do. Answering calls for small businesses is what keeps us in business – and small businesses keep the US economy in business. Just how true is that? Very. Consider these facts:

• There are over 30 million small businesses in the US
• Small businesses as a whole employ around 58 million employees
• Small businesses account for over 60% of new job creation

Small businesses are not just essential to the people who own and manage them, but they’re essential to our community and our economy’s growth as a whole.

10 ways you can help small businesses today so they’ll be there for you tomorrow

Small businesses are key to our way of life in the US, and they need our support now more than ever. We’ve listed 10 ways you can help them out below.

#1. Choose small business over big business and shop local

While leisurely shopping may be off of your to-do list during a pandemic, you still need your essentials. Instead of shopping at your big name stores like Costco or BJs, see if you can get toilet paper and other essential items at your local corner store instead. And don’t assume just because a store is closed, they aren’t doing business. In the current climate, storefronts are closed because of mandatory shut downs, but the businesses are still open. And, if they aren’t physically open at their location, they may be working remotely.

If you do find yourself wanting to online shop for non-essential products, try not to open up your Amazon app. “But it’s so easy – they have everything and I can check out with just one swipe.” We know, but a conglomerate business who has the means to donate millions of dollars during a pandemic isn’t struggling to pay the bills. However, your neighbor who recently started her own business making and selling candles very well could be. If you’re able, support those who need it most.

#2. Amazon supports small businesses too

If you’re hooked on Amazon, you can make smarter, small business shopping choices. While Amazon as a whole is a multi-billion dollar venture, about half of all units sold on Amazon are from small and medium-sized businesses. Just last year, Amazon released 50 new tools and services to help provide small businesses with more opportunities for growth, like offering brand analytics and eliminating storage fees.

So, how do you find small businesses on Amazon? Through the Amazon Storefronts feature which is a way to highlight and showcase small and medium sized businesses. Each week they showcase different products and provide information so you can learn more about who you’re buying from!

#3. Order takeout from your favorite restaurant

Restaurants, cafes, bars and all types of food-serving establishments may be closed to the public, but are still offering takeout/delivery options for their customers.

If you’re trying to retain a sense of normalcy when everything feels chaotic, keep your Saturday night tradition going and order take out from your usual spot. The restaurant will be grateful for your business and your kids will be grateful for a night off from dad’s cooking. Throw in UberEats and DoorDash and you’re supporting your local Uber drivers as well.

#4. Buy a gift card you can use later

For businesses that aren’t able to offer virtual classes or take out options like beauty salons or massage therapists, it is proving to be an incredibly difficult time. However, you can still help out by buying gift cards or certificates to use at a later date. Buy some for yourself and for others to use as gifts for birthdays, holidays or just because!

If you aren’t able to go into the store to purchase the gift card, see if you can buy one from their website or if they’re offering vouchers over the phone.

#5. Help them stay relevant on social media

If funds are tight for you right now, don’t worry! You can still help small businesses without spending a dime simply by keeping them relevant on social media.

Many social channels like Instagram or Facebook operate via an algorithm based on the number of “likes” or “shares” a post gets. So, the more attention a post gets, the probability that more people will see it is much higher. More people seeing a post means more opportunities for that business to succeed. If you love your local small business, tweet about them, write about them on your wall and tag them to spread the love. If you’re not in a position to spend money, helping spread the word about how much you love your local business is just as good.

#6. Look for alternatives instead of canceling

When crisis hits, many people look to cut costs wherever they can. However, this can have a serious impact on small businesses that rely on the income to stay operational. Depending on what type of business(es) you’re working with, there are other ways to cut costs instead of cancelling. Here are a few:

• Decreasing your service plan: If you use a business that charges a monthly fee, see if you can temporarily downgrade your plan to a lower option instead of canceling altogether. Having an active account will be beneficial to your own business as they can still handle calls on your behalf, but you’ll be saving money as well.
• Rescheduling appointments: For small businesses that rely on appointments, see if you can reschedule your appointment to a time when things are less crazy. That way they can still keep your business, and you can wait to dish out the money.
• Take credits instead of refunds: If you do happen to cancel a service or subscription, see if they can just credit your account instead of issuing a refund back to your credit card or bank account. In the event you do want to pick service back up when everything settles, you can use the credit to your advantage. Think of it as a future gift to yourself!

#7. Check if other services are available

During this time, small businesses are trying to come up with new ways that they can still offer services without having to actually open their doors, and many are using video technology like Zoom or Google Hangouts to interact with customers. Here are some different ways professionals are working to stay in business, and how you can help.

• Fitness: Gyms and fitness centers have been offering virtual training classes online both in group sessions and one-on-one classes.
• Education: Educators of all types have been teaching classes through Zoom meetings and have been able to work with parents to ensure students are adjusting well to the changes.
• Health & Wellness: Doctors and medical professionals have been practicing telemedicine, meeting with patients via phone call or video conferences.

#8. Refer a friend

If you aren’t in the position financially to help out your favorite small business during this time, you can still help out by referring your friends, neighbors, or anyone else you may come across (at an appropriate distance of course). Customer referrals are important for a small business because not only does it help get their name out there, but it also helps solidify new customers.

For example, if I was looking for a new product to use on my hair and my best friend referred a brand to me, I would trust her judgement and use that company. People are more willing to listen to their friends’ suggestions rather than blindly trusting an advertisement they see.

#9. Leave a positive review

If you’ve already referred your friends and family to your favorite small business, try also leaving a positive review online. Like many people, if I don’t personally know anyone with a first hand experience with a specific business, my next step is to read online reviews.

While they may not always be an accurate representation of the business or product you’re interested in, they do provide a helpful insight into other customer experiences, and every new positive review may just lead to new business opportunities.

#10. Donate to an organization

When crisis and tragedy hit, people come together in remarkable ways to try and help each other out. There are many organizations across the United States that have been created to help grow and protect small businesses over the years, like the Women’s Business Development Center or the Minority Chamber of Commerce, among others.

Donating to one of these organizations is a great way to help not only your local small businesses, but small businesses everywhere. Here are a few more industry-specific organizations, as well as their respective relief outlets and resources.

• National Restaurant Association: The Restaurant Employee Relief Fund was created to help restaurant employees during the COVID-19 crisis.
• National Retail Federation: The NRF represents retailers across the US and offers many resources to help aid retailers, including the CARES Act.
• Farm Foundation: The Farm Foundation helps farmers in the agricultural industry. During a pandemic as impactful as COVID-19, it’s important that we work towards creating and maintaining more advanced agricultural practices that will help sustain our country’s food supply.
• United States Telecom Association: USTelecom is an organization that helps businesses in the broadband and telecommunications industry and are working to keep businesses and people alike connected during these times.

Specialty Answering Service help small businesses answer their telephone calls, improve their customer service, and keep their customers happy so they can grow. Learn more about our answering service for small business solutions.

The post 10 Things You Can do Today to Support Local Small Businesses appeared first on Specialty Answering Service.

If it was up to us, we’d say all of them! But if you’re looking for the most dynamic and informative content on our website, we’ve boiled it down to the seven most exceptional posts. All of the following feature valuable tips, useful insights, and authentic recommendations from some of our most valued employees – and none have fluff we’d consider useless.

1. 3 Inexpensive Marketing Ideas to Get Your Small Business Phone to Ring

Why you should bookmark it: As any small business owner knows, an effective marketing strategy is key in getting customers to recognize your brand. However, if you’re just starting out, a solid marketing plan may not be in the budget just yet. Lucky for you, we’ve already done the research and found 3 Inexpensive Marketing Ideas to Get Your Small Business Phone to Ring. Whether you incorporate 1, 2 or all 3 ideas, your small business will soon be ready for lift off!

2. 5 Tips Every Small Business Owner Should Read

Why you should bookmark it: Whether you’re just starting out as a business owner or you’ve been around for a while, there’s always something new to learn. For example, a social media presence may not have had a huge impact on businesses 5 years ago, but today is a whole different story. To learn some more trick of the trade, check out these 5 Tips Every Small Business Owner Should Read.

3. 7 Questions to Ask When Choosing a Dispatching Service

Why you should bookmark it: Most, if not all, medical practices and HVAC companies requires staff to be on-call after hours in case of emergency. However, small businesses usually don’t have the same kind of budget a larger business does, which means they may struggle in this department. While small business owners may think that outsourcing is out of their budget, they can actually be a great asset and can help keep your business connected 24/7 at an affordable price. If you’re looking to outsource your after hours business communications, here are 7 Questions to Ask When Choosing a Dispatching Service.

4. How an Answering Service Can Help Your Seasonal Business

Why you should bookmark it: If you run a landscaping company or a pop-up holiday shop, then chances are your business isn’t busy all year round. However, that doesn’t mean you need to completely shut down. After all, you still need to make money, right? If you’re trying to figure out how to keep the operation going without breaking the bank, you’ll want to check out How an Answering Service Can Help Your Seasonal Business.

5. 5 Tips on Setting up a Virtual Receptionist to Make Your Small Business Look Big

Why you should bookmark it: All businesses need to start somewhere, but it can be difficult to attract a customer base as a small business. Many people look to fellow customer experiences before they decide to purchase an item or hire a company’s services, and some are hesitant to trust a small business due to the lack of expertise. However, if you’re a small business owner trying to gain a larger following, you’ll want to check out these 5 Tips on Setting up a Virtual Receptionist to Make Your Small Business Look Big.

6. 18 Tips for Creating the Best Answering Service from SAS Employees

Why you should bookmark it: If you’re looking for solid advice on how to set up a successful outsourcing experience for your small business, then you need to go right to the source. Check out these 18 Tips for Creating the Best Answering Service from SAS Employees and learn everything from how to structure your greeting to creating the most efficient call script directly from our own employees here at SAS.

7. Improve Lead Response Time with a 24 Hour Answering Service

Why you should bookmark it: In the world of business, leads are an important factor in gaining new customers and growing your brand. However, many small businesses struggle to contact leads in a timely manner, which winds up hurting their efforts instead of helping. If you don’t have the funds to hire more employees to add to your team, learn how you can Improve Lead Response Time with a 24 Hour Answering Service instead.

The post 7 Answering Service Posts Every Small Business Owner Should Read appeared first on Specialty Answering Service.

1. “You don’t know how many calls you’re missing until you’re not missing them anymore.”

When small businesses are starting out, they typically let their voicemail answer calls when they’re too busy or they’re out of the office. However, the number of people that leave messages will never equal the number of people who called. Did you know that 7 out of 10 people are simply going to hang up instead of leaving a message? So, while you think you may only be missing a handful of calls based off the amount of messages you have, the truth is you’re missing a lot more.

When businesses start answering their calls 24 hours a day, they realize just how much activity they missed out on before. Even for small businesses that don’t get a lot of calls to begin with, every single interaction counts, and missing those opportunities is not something any business owner should risk.

2. “Start off with the simplest script, then add, test, evaluate, and repeat.”

For any first-time answering service user, it can be easy to go overboard with your script. Your first thought is that you’ll want to be able to account for all types of scenarios as you would in your own office. Unfortunately, that’s where things get a bit hairy. While it’s important to plan ahead and prepare for different call scenarios, you’ll want to start off with as simple a script as possible and work your way towards more complicated protocols.

Every answering service is different. Some may handle lead capture well and falter on emergency dispatch. Others may dispatch well but the operators may sound robotic. Once you get a good feel for how the reps are handling your calls at the most basic level, you can start to sprinkle in some more complicated processes like appointment scheduling, call transfers, and reach on call procedures.

Pro tip: Any time you add complexity to your script, remember to test out the functionality before going live with your customers. Once you’re confident the operators have a good grasp, you can release the hounds!

3. “Know what your goals are before getting an answering service.”

Before you hire an answering service, you need to understand your goals. Once you know what aspect of your business you’d like the answering service to help with, you can develop your script and protocols accordingly. Following are some basic goals and how the answering service can help:

• Lead capture: 24/7 live support makes sure that most every caller will leave a message.
• Around the clock appointment setting: Let your answering service schedule appointments to guarantee more traffic.
• 24 hour emergency dispatch: Be available to your customers for after hours emergencies.
• Customer service outsourcing: Around the clock support keeps customers happy.
• A live front desk: A live person makes a more personal brand experience.

4. “Trust that we know what’s going to work, and what isn’t.”

You know a lot about your business, and the answering service rep you’re working with is going to know a lot about what works (and what won’t) in an answering service environment. Whatever your initial ideas of what you want the answering service to handle on your behalf may not always be feasible. When outsourcing, it’s important to remember that the agents handling your calls are also answering calls for hundreds of other businesses, so it’s near impossible for them to know as much about your company as someone in your own office. During initial setup, if the answering service rep you’re working with expresses concerns that some of the protocols you want followed won’t work, they probably won’t.

The best outsourcing experiences are ones where the answering service gathers the most basic information, then transfers the call to your staff who handles the heavy lifting like closing sales and answering complex questions.

5. “Know the system you’re working with and activate any value-adding features accordingly.”

Whichever provider you’ve selected to answer your calls, be sure to explore other free features they may offer customers. For example, your answering service may offer free voicemail services or free integrations with software you’re already using. If you’re an SAS customer, we offer a wide range of features that come complimentary with our service like:

• Call ratings
• Appointment scheduling
• Downloadable reports
• On-call dispatching
• Customer surveys
• App integrations

6. “Customer comments don’t always show the full picture. Run a report, contact customer service, or listen to the call to see what really happened.”

The customer isn’t always right, but that doesn’t mean they should be ignored. For example, some customers may report 30 minute hold times, which in reality may be 30 seconds. Others may contact you about rude operators, who in reality were nothing as described. As soon as you are aware of an issue, contact the answering service immediately and let them dig into the situation. If what the caller described was incorrect, you can address it with them however you see fit. However, if what the caller described was correct and your answering service dropped the ball, you are able to provide them with a great opportunity to fix whatever’s wrong.

7. “Remember, we’re the receptionist.”

It’s important not to overload your virtual receptionists with too many tasks, or expect that they will be able to handle everything thrown their way. Keeping things complicated means your callers won’t have the best customer service experience possible. Some examples of things you should second guess includes:

• Saying your company name: Unless your company name is super simple, you shouldn’t expect your virtual receptionists to pronounce it correctly 100% of the time. We recommend having a recorded upfront greeting that states your company name to avoid any human error and maintain a professional experience.
• Following a complex script: For the most part, your answering service script should be relatively simple. The more paths, or options, you have your operators to choose from, the more likely they are to make a mistake.
• Accessing your software: Operators shouldn’t access your software unless you have a dedicated agent that is specifically trained on your account only. Learning new systems can be difficult and time consuming, which is why it’s better for your team to handle those tasks instead of your answering service agents.
• Learn new instructions on the fly: Virtual receptionists follow programmed protocols to handle different types of calls, which means they aren’t able to follow new instructions on the fly. For example, you wouldn’t be able to call your virtual receptionists, tell them you’re expecting a call from someone specific and ask them to transfer the call to you. If those instructions aren’t programmed in, they won’t be able to do it.

8. “The best price usually doesn’t equal the best answering service.”

When it comes to pricing, it can be difficult to determine the best answering service to choose. Some people may think that an expensive answering service means it’ll be top notch, which isn’t always the case. On the other hand, an answering service that is dirt cheap is probably dirt cheap for a reason. Price is usually a function of quality, and you want to make sure you’re getting what you’re paying for. We recommend aiming for somewhere in between, where you’d be paying around $1 per minute/call. You’ll also want to look for an answering service with multiple pricing options that can scale up or down with your business. For example, Specialty Answering Service offers over 10 different pricing plans, including both per minute and per call options so that we can cater to businesses of all sizes.

The post 8 Pieces of Answering Service Advice You Wish You Knew appeared first on Specialty Answering Service.

#1. Ramp up your social media marketing game.

Digital marketing across social media channels such as Facebook, Twitter, LinkedIn, YouTube, and Instagram is not only a great way to spread the word about your products and services, but in most cases, it’s free. That being said, it isn’t enough to just have accounts on various sites. You need to proactively update your feed, add engaging content, and ensure that what you present is continuously relevant to your audience. Consider including creative and colorful infographics, uploading video testimonials, polling followers to get their opinions on new products in the pipeline, or anything that would highlight your industry. If you don’t have an in-house blogger, you can easily find freelance writers via CrowdSource. Social media is also perfect for running promotions, offering incentives such as refer-a-friend bonuses, or partnering with other merchants to create win-win deals (think Groupon).

In tandem, it’s absolutely essential that you promptly respond to comments or questions from followers. Sites like Hootsuite give you the ability to track all of your social media outlets in one place, which is not only a timesaver, but it will give you a leg up on competitors who may not be as technologically savvy. When you’re trying to establish yourself in the marketplace, the more that you can show current and prospective customers that you’re truly paying attention to their needs, the faster you’ll build brand loyalty. And those loyal to a brand are more likely to rave about it to their friends and family. According to a survey of 7,500 small businesses, a whopping 85% of new local business came from referrals. Need we say more?

ANSWERING SERVICE INSIDER TIP: Whether you run seasonal, monthly, or weekly promotions, be prepared for an influx of inquiries from people who have viewed your ad and want in on the action. If you don’t have the manpower to field a high volume of calls, the right answering service can offer around-the-clock support, order entry, event booking, appointment setting, and more. Comprehensive call center services will often train agents to have a more in-depth understanding of your business over the typical message taker, and that may even eliminate the need for you to place return calls. With software integrations, shared calendar access, and PCI DSS compliance, think of the ideal call center as one-stop shopping for all of your customers’ needs.

#2. Focus on SEO and pay-per-click ads.

Before you jump into search engine optimization and pay-per-click advertising campaigns, take stock of your website. Is it user-friendly and easy to navigate? Is it fun? Does the design give you that “must read” vibe? If the answer to any of those questions is no, then look into hiring a web design firm to transform your site from dull to dramatic, or utilize platforms such as Weebly, Wix, or WordPress to work your own magic. Once that piece of the puzzle is in place, you can get crackin’ on boosting your web traffic.

For the small business owner, SEO is a decidedly dependable option. Sure, it’s time consuming, and it doesn’t produce instant results; but then again, it’s free. And over time, your website can work its way up to the top of the search engine food chain. The hallmarks of SEO are tweaking your site so that it is easily understood by search engines such as Google or Yahoo, and it is chock full of keywords that people look for the most. You’ll want a straightforward menu with quick links to areas of your site, descriptive content that is HTML-based, keyword-rich titles and tags, narrow search terms, and alt text for any images that you use, which will make them searchable. Since there’s so much to learn about SEO, and not enough room in this blog to get into the nitty gritty, we recommend doing your own research. Here’s a good place to start.

If you have the budget for pay-per-click advertising through programs such as Google AdWords or Bing, then your ad will show up in the “sponsored” search results section of a search engine. It will move people to your site more rapidly than SEO, but keep in mind that each time someone clicks on your ad, you pay a fee. That fee can also be higher or lower depending on which keywords lead to your PPC ad. So, you’ll need to really do your research, and enlist the help of a strong internet marketing professional if you aren’t exactly sure how to steer the PPC ship. After your ads are in place, keep tabs on the number of people who actually land on your site as a result of the ad so that you can determine whether or not it’s providing a solid return on your investment. Alternatively, if your budget is limited but you are looking to initially drive web traffic as quickly as possible, then consider PPC for a short period of time, but continue with SEO behind the scenes. In conjunction, PPC and SEO can do a world of good for your online presence.

ANSWERING SERVICE INSIDER TIP: Pay-per-click’s first cousin, click-to-call, is catching on as a popular way of pushing prospects in your direction, and it works by taking advantage of every consumers’ need for instant gratification. Instead of launching a particular landing page for your website, click-to-call enables consumers to immediately dial up your business, which results in more conversions, and ultimately, more money in your pocket. If you plan to invest in a CTC campaign, set yourself up for success by enlisting virtual receptionists to capture each call and qualify leads for you. While call centers are customer support experts, working with a dedicated virtual receptionist pool gives consumers that personal touch that sets the groundwork for turning a possible sale into a lifelong customer.

#3. Track customers’ reviews.

How often do you go online to review a retailer, restaurant, hair salon, doctor, or any other establishment that you shop at or visit? If you’re like most people, you are only inspired to provide your two cents when you’re dissatisfied with a customer service interaction. And, also like most people, you rely on reviews from sites such as Yelp, Google+, Facebook, or the Better Business Bureau to help you decide which company is worthy of your hard-earned cash. In fact, according to a study by the Pew Research Center, 82% of adults say that they sometimes or always read online reviews.

As a business owner, you can bet that online reviews will either be a gigantic boon to your reputation, or they will sully your good name faster than you can spell it. That is why it is in your best interests to track online reviews, expediently address negative comments, apologize, and make things right with the customer if you or your employees were in the wrong. In contrast, if you’ve received an unwarranted poor review on the Better Business Bureau or any other site, you’ll definitely want to craft a professionally-worded response including relevant information that explains what occurred and why. According to a survey conducted by BrightLocal, 30% of consumers judge a business by review responses. And with 97% of consumers surveyed searching for businesses on the web, how you respond to both positive and negative reviews can turn into a make it or break it scenario.

As your business grows and a number of sites catalog your reviews, invest in tools that will log the data in a central location, such as Review Trackers or Sprout Social. Google Alerts can also notify you each time your business name is mentioned on websites, in blogs, in news articles, etc. Whether you choose to manage reviews on your own or using a service, this is one area that it would be a mistake to neglect.

ANSWERING SERVICE INSIDER TIP: When things go really wrong, disgruntled customers will do more than write a scathing online review. They’ll pick up the phone, clamoring for the opportunity to present their case to your support team, sales department, supervisors, business partners, and generally anyone who will listen. And when that happens, you’re going to want a middle man – someone who can calmly document their disgust without taking what they say personally. That’s where a complaint hotline comes in. Operators who routinely take complaint calls know what they’re dealing with, and they know how to communicate with even the most irrational caller. Depending on the nature of your business, you may only want a text or email with the details; however, consider the impact of warm transferring upset callers directly to your office line or cell phone. They will feel validated in being able to air their grievances, and you’ll have a chance to win them back by proving that they are more than just a sale. It’s a win-win.

If you’re looking for a reason to swear off outbound telemarketing forever, the tips above will give your dialing fingers a much needed rest—but they won’t do a thing for your ears when your phone starts blowing up! With a stellar online presence, your popularity will soar. Isn’t that the goal, after all? So, when business takes off, make sure that your sales professionals are pitching their A-game. They’ll need to be energized, knowledgeable, and on point for effortless lead qualification. And it goes without saying that 24-hour availability will keep prospective customers from slipping through the cracks. Whether you love talking on the phone, or you’re about as good a conversationalist as a tree stump, giving your online presence an overhaul is just the strategy that your bottom line has been waiting for.

The post 3 Inexpensive Marketing Ideas to Get Your Small Business Phone to Ring appeared first on Specialty Answering Service.

My most recent foray into smartphone idiocy came when the phone fell from my pocket…while I was riding a bicycle. “Great,” I thought, “now I have to go listen to the old ‘Crapple’ store song and dance.” Well, I was fed up. So, I decide to branch out this time. I found a small company that did phone repairs, and, WHAT’S THIS?!?! DOES HOUSE CALLS?!?! Don’t they know that my greatest joy in life is driving twenty minutes one way for a repair that takes sixty seconds? I soon changed my tone, however, when a courteous repair technician showed up at my front door, fixed my screen quickly, and charged me half as much as the geniuses downtown.

This visit got me thinking not just about how I should probably get a case that is idiot-proof, but also about how amazing this home visit was. It was the apex of customer service: someone came to my house – on my schedule – to help me solve a problem. In this case, the service ended up being less expensive than the brand name, but I probably would have paid more just for the convenience alone.

Specialty is an answering service, so we can’t make house calls. If we did, we would be your office receptionist. You’d high five us every morning when you walk into work and we’d give you coffee. But we’re not in your office. We work at our call center. However, if you have a small business that is house call capable (like physicians, veterinarians, computer repair technicians, and ), here are 2 compelling reasons why you should offer them:

Improved customer experience.

Go to the website for a company that does house calls. Seriously, take a second and see what the customer reviews say. They rave about the services, they rave about the affable repair people, and they rave about the company. When you break it down, the company’s services are really not so different: they perform a basic task, the repair technicians aren’t that much more courteous, and the prices are relatively similar. The only separation is the element of convenience.

This one factor can enhance a customer’s impression of your company in every facet. If you make home visits, customers will laud everything from your professionalism to your logo design to your brother-in-law’s new mustache. What does this have to do with home visits, you ask? Nothing, and that’s what makes home visits so awesome. They make everything seem better.

Increased sales.

Here is the exact thought process I went through when deciding to get my phone fixed: “Hmmm, this seems a little bit expensive for a third party repair company. Wait, they come to my house? When I want them to? Service charge, smervice charge; take my money already!”

‘Convenience trumps all when it comes to sales. If company A sells a product for ten dollars less than company B, but company B delivers it to your house and sets it up, which one would you prefer? What’s more, when a customer has a positive experience with your home visit services, they will tell their friends about it. Word of mouth is critical to the growth of small business.

So, go ahead. Turn your clients into your sales team, and start making house calls today!

The post The power of house calls: Home visits for small business. appeared first on Specialty Answering Service.

1. Look Bigger Than You Are: A professional image is crucial in winning over new clients. Forbes has listed 5 easy-to-do things that can improve your image, including creating a professional website, email address and logo.
2. Have a Professional Team: Instead of being a one-man army who is handling everything from customer relations to product development, employ a team of professionals to handle specific aspects of your business. If your business is too small to have a permanent team, you can outsource critical elements, such as customer service, so that consumers have confidence in your ability to deliver the goods. Working with a live answering service will ensure that calls are handled professionally and efficiently every time. It’s an affordable way to quickly ramp up staffing until you are profitable enough to add permanent employees to your payroll.
3. Explore Social Media: Just having a social media presence is no longer sufficient for business success. You need to use social media to showcase your technical expertise and really engage with your current and prospective customer base. Learn how the various features of platforms such as Facebook, Linkedin and Twitter can be used to continuously communicate with your customers and encourage sales conversions. Social media marketing can help you take your game to the next level. Here is a list of social media solutions and how they’ll help you expand.
4. Have High Quality Marketing Collateral: You don’t need to spend a fortune creating high quality marketing collateral. There are a ton of freelancers willing to create videos, brochures and podcasts at a fraction of the cost and with the same quality offered by high-priced marketing firms. That being said, you have to be involved in the process and be clear about your expectations. Be sure to provide material about your company and products so that your target audience is apparent to the freelancer. Here is a list of tips to help you.
5. Be Reachable – But Not Directly: If you work from home, make sure that you have a dedicated line for your business as well as private office space. Customers don’t want to hear loud background noise while trying to negotiate a deal. You might also consider having a receptionist manage your calls. It creates a professional barrier between you and your callers, and can make your business appear larger than it is. This will help open doors with high quality clients who are willing to pay a premium for exceptional service.

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