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ANSWERING SERVICE BUSINESS
How-To Start an Answering Service Business
 Answering Service Business
By Kelly Land, © 2006-2008, All rights reserved.
An in-home telephone answering service can be a real lifesaver to a small
business. Many small businesses have neither the time nor the means to take
incoming calls during business hours when they are out on jobs -- yet those
calls represent the very lifeblood of their business! They can't afford an
office, much less a secretary but they certainly need those phone calls.
Unless they can find a reliable and affordable answering service, they will
probably have to do without (or ask people to call them only after 7 PM) or use
an answering machine (which has a whole set of disadvantages). First and
foremost, people simply don't like to talk to a machine. Then the answering
machine cannot rely messages, sound interested in the caller's problem, or
estimate when the call can be returned or when the service might be performed.
The basic answering service takes incoming calls on behalf of business people
who are temporarily or routinely not available during normal business hours. The
client can either use a phone company service to have their number ring at your
location, or they can advertise your number during certain hours. You keep track
of who calls, when they called, and the messages. The client calls you
periodically (between jobs) to receive his information, which you cross off as
you relay it.
The service can be expanded many ways: you can page the client on his beeper; by
radio, leave messages for him; advise callers according to the client's
instructions; add a wake-up service; remind clients of birthdays and
anniversaries; incorporate a mail receipt and forwarding service; quote prices;
make announcements or give out information to callers on behalf of the business
client!
As your business progresses, you will discover many other possible services that
can be added with little or no extra investment can evolve into many shapes,
depending on your talents and desires as well as the needs of your clients. This
is a business that should be advertised in the yellow pages of every phone book
in your area. Phone books cater to businesses concerned with telephones and new
business people (the ones that need an answering service NOW) use the yellow
pages. If you live in a populated area with a lot of competition, it would not
be bad idea to use the initial A (AANSWERING?) at the beginning of your name --
to appear first in the listing for your category.
An initial announcement of your service in the paper is a necessity, and then a
small contract ad (one you pay for by the month) under "Business Services"
should do the trick. For this amount of business, the paper will probably run a
little freebie feature about your new business. If they don't have a reporter
ready, furnish them with some newsy copy that just happens to make your company
look as if it is the answer to everyone's dreams, possibly even with a picture
(make sure it advertise your business -- not your ego). If you really want to do
it right, have some single page advertisements (flyers) printed and send one to
every small business in your area, especially one-person service businesses.
Then, whenever business lags, or when you are ready for more, beef up your
advertising for a while. Join the Chamber of Commerce, where many prospective
customers are, and be visible in community affairs. Appear as a volunteer booth
attendant with your company T-shirt or hat. Another inexpensive advertising
gimmick is to donate a prize of, say a month's free answering service for the
community charity auction or drawing.
The telephone company will help you arrange to be listed in the yellow pages,
and help if you wish to place an ad there (they are effective and EXPENSIVE) --
don't let them sell you more than you need and can afford. For example, if you
are going to appear first in the listing (Answering Service) anyway, a large ad
would not be as critical to receive notice. If there are other local phone
listings, check on them, too. They are probably cheaper and less effective than
the yellow pages but usually every bit as good an investment. In your spare time
work out a sales pitch and call prospective businesses to inform them your
services. Note that unless you are especially adept at this, it is very wise to
keep an outline in front of you at these times -- to make sure you cover all the
important points and that you have the answers to their questions handy. Your
pleasant voice and professionalism will demonstrate how your service can serve
their needs and help improve their business image. Have a brochure or rate sheet
and an initial agreement ready to mail to them if they seem interested (strike
while "the iron is hot"). Potential problems in this business center around
getting or giving the wrong information, or forgetting to notify someone at the
tight time.
Use extra care in taking down messages get the names and addresses down
correctly (make it a point to repeat everything back to help ensure accuracy);
use phonetics (A as in Apple) when there is any doubt; keep a blackboard in
front of you where you put ONLY important messages or instructions; write out
and have the client's initial information that you are to give to customers; set
up your own suspense system to remind yourself of things that must be done on
certain dates or a specific times. Most of these (and other) techniques will
soon become part of your "routine" that will help make your service accurate and
reliable.
Copyright 2006-2008. All rights reserved. Any reproduction of this article in whole
or in part without written or verbal permission is strictly prohibited.
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Starting
Your Own Home-Based Answering Service Business
How To Start A Home-Based Answering Service
Back to Ideas Index
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