As your tiny garage-based business grows into something much more than what you might have imagined it could become, you’ve been forced to roll with it as the customers and workload have increased exponentially.
But maybe you’ve reached a point where you think that maybe you’re starting to slide backward, even though the phone won’t stop ringing.
It may be the simple fact that the phone is ringing non-stop and keeping you from doing what you do best that your company isn’t realizing its full potential. If you’re feeling the strain, you may need to dedicate some resources to a full time telephone operator, virtual receptionist or answering service team.
Signs It’s Time to Delegate Your Phone Duties
Customer service is absolutely a vital function in your business, but it’s not the only function and certainly not one that can only be handled by you.
Doing too much, stretching too thin is a common issue that business owners have, especially if they’ve scaled up quickly. There was a time you could be on a first-name basis with your customers, but now you have so many that it’s time to let someone else in your organization help you out.
Here are a few signs that it’s time to start delegating phone duty so you can focus on sales:
- Inconsistent income due to dips in lead capture. When you’re constantly answering the phone, you don’t have time to work your sales mojo. That means that you’re bringing in potential customers, but you’re not actually bringing in any money. You can generate all the leads you want, but if they don’t convert, you’re really just spinning your wheels at the end of the day.So, let your answering service handle the basic stuff and make the introduction to your business, then take over when the customer is ready to move forward in the sales process. You’ll have more consistent income because you’ll have consistent business and you’ll be a lot happier.
- Fewer repeat customers than new ones. It’s one thing to get a new customer in the door with promotions and other bells and whistles, but creating a customer that lasts means giving them some personal attention instead of interrupting them every time the phone rings.According to research by rewards platform Smile.io, repeat customers often generate as much as 40 percent of an eCommerce shop’s revenues! That’s a lot of money to be leaving on the table if you’re focusing too hard on picking up the phone rather than convincing the people in front of you that you can provide the very best experience anywhere.
- Slipping KPIs. As you track your KPIs (Key Performance Indicators), you may notice that things like repeat customer purchases, sales dollars per customer and similar KPIs are slipping. This is a big red flag for you to do something now about your phone calls.They’re getting in the way of your main job as sales and customer experience guide. When customers don’t feel like you’re invested in them, they’re not going to invest in you, and your KPIs will show it. Run, don’t walk, to your favorite answering service and set up a plan that works for you and your business.
Your business has grown because of your dedication to your customers and your sales skills. Now isn’t the time to stop doing what you do best in order to become a slave to your telephone. Instead, delegate that work out to a telephone professional, whether they’re in-house or part of a larger telephone answering service, so you can focus on the business of your business.