You must be good at providing your primary offerings to your clients
This one is obvious. It is the easier one because it is typically something you are passionate about and enjoy doing if you don’t enjoy the business then it’s not likely to succeed.
You must continuously work to improve your operations.
The second ingredient is not as easy because it has to do with ‘everything else’ needed to operate a business; such as the tools and technology, the human resources, compliance with the law and good management of working capital. Lack of this continual improvement of operations is what may sink a successful business or at least prevent it from reaching its full potential.
Focus on what you do best and outsource the rest
If you are a business owner or director, you likely will have multiple talents that have enabled you to get to this level. However, you should know the operational areas that are not your strength or that you have less interest in working on. These specific items, tasks or roles that you need to outsource – either internally or externally to a trusted partner with specific expertise in that area. By truly focusing on expanding your strengths and assigning out those other areas or tasks, you will be able to reduce or eliminate many of the barriers limiting the success of your organization.
Fixing Neglected Areas of Operations
We have learned over time that, for organizations both large and small, communications processes are one of the most neglected operational issues. Larger businesses have many departments, each with different priorities. In these environments, communications methods quickly evolve per department, creating a very inconsistent experience for clients across the board. Smaller organizations are often challenged here because they simply do not take the necessary time to define and map out a detailed communications plan on a periodic basis. In both cases, when issues do arise, the typical approach is to make a quick patch to fix the issue, instead of stepping back and looking at the process strategically to identify the root cause of the communications issue.
Ask a Better Question
When we talk to a new prospect for our telephone answering service, they are often looking for more information than just basic telephone answering services. We hear comments like “we are considering a new phone system” or “we keep updating our voice-menu options, but we’re still having issues” or even “we just need a provider that follows our instructions”. In other words, they know they have communications challenges, and they have some level of frustration because they are not sure how to go about fixing them.
Prior to asking about service offering bells and whistles, the right question business organizations should be asking themselves are “how do my prospects and clients really want to engage with us, now and in the near future?” The toughest part here is putting your personal preferences aside. Because there are so many options, the preferences of your prospects and clients may be any of the following: e-mail, live-chat, web-form, instant messaging, text message or even social media channels. However, given all these options, you can be sure that if they pick up the phone to call you, they want to talk to a live person, and not have to leave a voice-mail. This is where a telephone answering service can become a good partner in your communications process.
The Big Picture
Having the discipline to continually improve upon your organization’s operations is not easy to do; however all the successful companies I’ve engaged in my life have had that discipline. If you have an operational area where you’ve recognized a weakness, start with a basic question like the example above. This can help you get to the root cause of the weakness much quicker. And if that weakness is in the area of communications, you know who to call!