We at The WIN Companies are pleased that our “Small Business Town Hall Open Forums” have brought about solutions for owners, entrepreneurs, and CEOs of small business about which they were previously unaware. Many of the participants were concerned with increasing current sales, the rising costs of doing business (especially health insurance), effective use of resources, business structure for tax purposes, increasing the value of their business for future sale and more.
It was a pleasure to be able to introduce successful strategies to help these professional get solutions. One solution that has been well received is WINs Business Acceleration program. WIN Business Acceleration, Inc. (found under our Services tab) offers premium, affordable and comprehensive payroll, workers’ compensation, medical, dental, vision, supplemental and commercial insurance coverage to those employers of one or more who have previously been able to only obtain the poorest coverage at the highest rates. By working collaborative to mitigate the risk for insurers and negotiating economies of scale with large volume and premium partners WIN has been able to create this program to level the playing field for small businesses with their larger competitors.
If you have already attended a Town Hall and would like more information, a downloadable .pdf, or to learn about the affiliates program, visit us at WINcompanies.com/Services/WIN Business Accelerator or call us at 949.502.4200. If you would like to attend a Town Hall and find solutions for your business, register at WINcompanies.com or eventbrite.com. Due to popular demand, additional dates will be added at lunchtime and specifically for referral partners.
“Not Just a Receptionist – an Executive Assistant”
Zero-Time Selling by Andy Paul suggests that prompt follow up – that is, the first business to get its prospective clients (even leads), the information they need, has the highest likelihood of winning the client even with the same functions or service and yes – even at a higher price!
Key, according to Mr. Paul is to “Provide the Human Touch:” meaning that every time the phone rings it is answered by a person, not a voicemail greeting, and not an auto-attendant. It means you must have a receptionist or administrative assistant who assigned to answer the phones. Each call must be answered promptly, competently, and personably, even when the business owner, the sales representative or the customer support representatives are at lunch or in meetings: networking, with clients or with their families.
Zero-Time Selling also endorses in the “Practice [of] Unconditional [Customer] Support”: meaning a live person must always answer the support line. Why? Because all customer-support inquiries have to be responded to in less than 30 minutes. Why 30 minutes? Because a response in 30 minutes or less will feel like instantaneous responsiveness to a customer. It is that “instantaneous responsiveness” that will, as Mr. Paul dubs it – allow your business to “hunt with the sharp end of the stick.”
This means that if a competent person, thoroughly knowledgeable about your product or service answers your phones and is authentically engaging with your clients and prospective clients you increase your responsiveness and hence your rate of CONVERSION. By routing each call to the correct employee, a good front line receptionist is not a “gate keeper” they are a salesperson. They can expedite calls such than important calls are even received during other meetings and ensure that an opportunity is never lost.
The moral of the story is, if you do not have a dedicated person answering your phone – get one. One who is trained in your product and acts as an extension of your business. Not any phone assistance service will do. Interview services, ask for recommendations, and look for ways that they can further integrate with your business like scheduling appointments with your clients using a shared calendar and facilitating your CRM (customer relationship management software) by entering leads, conversations, and follow up prompts. For a very small monthly investment, you will find that it is not leads that you lack, but follow through to conversion.