As your business grows, however, it’s not possible to be on call 24/7; it’s not really possible even if you’re a single-member business. If you and your key employees spend all your time fielding customer calls, you won’t be able to actually do the work or run the business.
Too many business owners know the feeling that can come with being strapped to your phone in case an important client or vendor or even an employee calls. You worry that missing a customer call could mean missing their business, and you know the importance of handling everything quickly as soon as it pops up.Read More
Small business owners have enough on their plate. In a lot of cases, they have a finite number of team members, resources, and time, and all of the above are stretched as thin as possible.
This is where business management tools come into play, running to the rescue with software and solutions that can streamline your processes, automate a few tasks, and give you back one thing you can never have enough of: time.
In this post, we’re going to take a look at 6 different tools that every small business needs in 2019 along with some tips for how to make the best use of them.Read More
PATLive has teamed up with The Rainmaker Institute, the nation’s leading law firm marketing company, to bring you a brand new webinar: The Top 5 Ways Lawyers are Filling Up Their Appointment Calendars Fast. Though the webinar already aired, you can download, watch, and listen to it here, for free!
Here’s what you need to know about the webinar:
Who: Stephen Fairley, CEO and founder of the Rainmaker Institute and Jamie Lowary, Channel Relations Manager for PATLive
What you’ll learn: A lot! Jamie and Stephen cover often overlooked and easily executed strategies for getting more clients and more cases locked down. This includes tips for answering the phone, how to track leads for maximum conversion, how to ensure every call is answered, no matter when it comes in, and much more! (Did we mention it’s free?)Read More
Every small business owner has spent hours thinking of ways to save their business money. Have you considered what you could save by switching from an in-house receptionist to a 24/7 live answering service? The low monthly fee you’ll pay to have your phone calls answered 24/7 by a team of experts pales in comparison to the cost of recruiting, hiring, and training a full-time in-house receptionist. Saying that and showing you the numbers are two different things, though, so we’re here to do just that. Exactly how much does the average business stand to save by switching from an in-house receptionist to a 24/7 live answering service? Let’s find out.Read More
It’s the new year, and with it comes a refreshed attitude and plenty of opportunities. Last year’s affairs might not be completely sorted out, though…
Did you come back to work to find you missed a few phone calls over the holiday? You’re probably not the only one. Just because you’re taking a break doesn’t mean that someone didn’t try to get in contact with you. This applies to businesses of all industries. Emergency root canals or burst pipes don’t take vacations.Read More
I’m well aware that there are tons of answering services out there, all of which perform a similar basic function: answering your phone calls. That’s also where the similarities end, though. The key to a great answering service experience lies in the people who represent your business every time the phone rings. That’s precisely where PATLive thrives. You wouldn’t let someone who didn’t know what they were talking about handle your business calls and neither would we. That’s why we’re so meticulous in the process of hiring, training, and coaching every virtual receptionist that joins our team—your business deserves it. Here, I’ll explain what goes into the process of hiring, training, and coaching our team into customer service experts.Read More
At first glance, trusting another company with your phone calls might seem risky, if not straight-up absurd. We get it! No one knows your business like you do—yet. How can you be sure that another service will capture exactly what makes your business special and communicate that to every caller? I sit well within earshot of two of our product specialists Ben and Richard in the PATLive office, and I hear them answering dozens of variations of these questions every day. I’ve decided to step in and peel back the curtain on PATLive’s call scripting because it’s the most important part of our process, which we’ve just about perfected in the 28 years we’ve been in business. We customize a script for every single business whose calls we answer. It’s what allows us to serve your callers like only you can. Here’s how we customize the perfect script:Read More
A few weeks ago, we asked a bunch of consultants and marketers from lots of different industries to weigh in on the most useful advice they could think to give a small business. (You can check that out here.) We’re back today with a few more gleaming nuggets of customer service gold, just for you. But first, a few statistics just to put things in perspective: Customer service can make or break your business.
- U.S companies lose more than $62 billion annually due to poor customer service—New Voice Media
- 51% of customers will abandon a business after one negative experience—New Voice Media
- 69% of consumers say they’ve spent more money to do business with a company that delivers great service—American Express
- Lack of employee knowledge and training is the #1 obstacle keeping companies from achieving their customer experience goals—hotjar
That’s right! Here’s a treasure trove of customer service knowledge from 17 leading consultants, from accounting wizards to content-creating wordsmiths. We asked each of them to weigh-in on the topic of customer service and communication, and each of them delivered with a unique perspective. Topics range from clever branding to enhancing responsiveness across channels of communication to just shutting up and listening to customers. Read up!Read More