This may go without saying around VAF, but apparently not in my neck of the woods!

I just received a new client with a one-time project. I was the only person who answered the phone as he was going down the listings in the yellow pages. Everyone else had an answering machine or an automated answering system. And I've had people tell me that before.

I rarely have to go out to pick up work, as most work is e-mailed to me, but now I'm wondering how many times when I do go out that a potential client has called, received the answering machine, didn't leave a message, and went on to the next business on his/her list.

I don't currently have a call forwarding package on my business line and don't know how much it costs per individual forward, but I'm sure checking into it now. Forward those calls to my cell phone!!

Pam

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Pam Deyerle - Transcriptionist in the Richmond, Virginia area
The Perfect Word Transcription Services

Hi Pam,

I do the same thing when I'm looking for someone's services! No answer, & I go to the next number. I will however leave a vmail if someone has been referred to me, but if I'm searching the Yellow Pages, the one who answers the phone is most likely the one to get my business - or at least, first shot at it.

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Lezly Harrison
Laserdog Productions - Code that Doesn't Bite

Pam,

I have Google Voice so when I go out my phone is forwarded to my cell. This way I will not miss a call and do not have to give out my cell number. Unless I am on with a client, I always answer my phone.

I will leave a message and usually give someone 24 hours to return my call. I think this is just common courteous as we all know that there are times when you are with a client you cannot pick up that phone. Some others do not feel this way and those may be the ones that get away but that is all part of the process.

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Lee Drozak
My Office Assistant

Hi Pam,

I have a toll-free line that records all incoming phone calls, so even though they don't leave a message, I am still able to call them back.

They did get away though, but as Lee said, it is just part of the process. When I don't answer that means I'm working, focusing on what I currently have in hand and making sure I get it right.

On the other hand, VA has special section in your Yellow Pages? I don't think my local phone book has it yet..

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-Jean
Simplify it, delegate it.

I do not answer my phone when I am working on client work at all unless it is one of my clients. If they choose to go onto the next person listed without leaving a message so be it.

Now with my husband's business when I have to contact potential vendors I do get frustrated with all the voice mail messages I need to leave, but that is because they hardly return the calls. Thinking that is another subject all together though

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Dawn Riley
A Virtual Assistant in Paradise
Our business is about making yours better

That's interesting, Pam. I've never heard anyone say that. In one way, I guess I can see where they're coming from. If I called a local business and only ever got VM, I might get frustrated, too. I'd definitely wonder how credible it was if it's the kind of business that DEPENDS on having a live answer at any time--anything that requires reservations or appointments all day, like restaurants, hotels, rental cars, etc.

But honestly? Deciding not to use a business at all because of a single instance of not taking a call? That strikes me as overly harsh. I'd rather know that a call got missed (as long as it's returned later) while a REAL customer was being waited on than to suspect the live customer got pushed aside in favor of the call. I hate that about Office Max these days. I'll be right in the middle of a transaction, and the cashier turns away (with my money in hand no less) and answers a call while I stand there and wait, and wait, and wait....

For my own business, I make no apologies for taking messages. I don't offer call answering, customer service support, or any other service that depends on all-day phone availability, so it's not necessary. Except for a specified call time each work day, my calls go directly to VM. I have kids and a loud-mouth cat at home, and it's nigh impossible to have a rational conversation with a client while happy squealing, toy sounds, yowling and meowing, baby babble, Sesame Street, etc. are in the background. I schedule my phone calls for the time of day the kids are napping, no exceptions.

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AnnaLisa Michalski, Sunny Words Writing Services

Hi

Thank goodness for Caller ID. When I started I didn't have it. I too screen calls. Most of the time I can take the call when it comes in, but if I'm on deadline or a few minutes away from having to leave, I sound rushed and that's never any good.

I do think when you can take the call it's good. I know when I call someone it's nice to get them the first time. But if I lose my focus on writing an article or a press release, then it can be a negative. I know there's been times where I never truly get back into the grove of things.

I hear you on Office Max! I just hate it when that happens too. Especially when they stop, go search for something and then get back to me. I don't think it was Office Max, but that's happened before and I just sit there going "REALLY!!"

Thanks!

Diana Ennen
Virtual Word Publishing
www.virtualwordpublishing.com

Answering every call not only interrupts your work but a lot of calls are from telemarketers. Despite a cell and 2 land lines on "do not call" lists, some still get through. Luckily, for some reason, my phone system makes a different sound when it's a telemarketer and I ignore it. Hopefully they'll eventually give up!

Lynne

P.S. The phone system records the number of any call so I can trace it to see who/what it was.

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The Wordpro Wizard
www.wordprowizard.com

I never, never, never answer my phone unless the call was scheduled. My cell phone is my business line so caller id is automatic. I explain to clients/potential clients that it has been scientifically proven that every interruption takes a minimum of 15-25 minutes to get 'back up to speed' mentally from where you were when interrupted. No-one wants it to be THEIR project that got slowed down!

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Lily Chambers, The Virtual Office Goddess, LLC
Author "How to Do Your Own Small Business Bookkeeping"

I can definitely see both sides. I agree that the person you're with deserves your undivided attention. I rarely see clients in my home office, so that isn't a factor. And when I pick up work from a client, I'm just picking up work from the receptionist, not meeting with anyone. I would never interrupt a meeting to take a call; to me that's just plain rude and makes the client feel bad.

But in this day and age so many businesses have automated answering systems or VM all the time and I just think people get tired of it. They want a live person on the other end for a change. And sometimes people want an answer right now, or they want to find someone right now, so they just go down whatever list they have until someone answers.

I'll never answer the phone with a client present or if running up against a tight deadline, but I have been getting lax over the years in answering it other times, like if I'm somewhere else in the house I usually just let the answering machine pick up. Or if I'm on a transcript that's not a rush. My phone doesn't ring so much that I'd never finish if I kept answering the phone! LOL That's the type of thing I'm changing, and possibly forwarding to my cell phone when I do have to go out during business hours.

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Pam Deyerle - Transcriptionist in the Richmond, Virginia area
The Perfect Word Transcription Services

Pam, I think you summed it up nicely. However, after reading others comments, I have to agree with AnnaLisa that passing over a business owner simply because they didn't answer the phone, is harsh, especially if they are a small business. Looks like I will re-evaluate my personal policy on that - especially now that I'm a small business owner!

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Lezly Harrison
Laserdog Productions - Code that Doesn't Bite

Since I don't answer my phone, I DO ask my clients to correspond primarily by email - this gives us BOTH a hard-copy (so-to-speak) record of our 'conversation' and allows us to clarify/verify project requirements before getting in too deep.

When searching to work with a new business, I always leave a message. However, I will pass them up if I don't receive a return call within 24 hours, which is my own personal max response time (I try to return calls same day).

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Lily Chambers, The Virtual Office Goddess, LLC
Author "How to Do Your Own Small Business Bookkeeping"

Regarding current clients, I rarely, if ever, get a call from them. We always communicate by e-mail, which is really my preferred way to communicate! This is probably because 90% of my work is sent from the client through e-mail attachments. This is why my phone rarely rings unless it is a prospective new client, my friend, or a telemarketer (oh, they irritate me!). I agree, it is a bit harsh to pass one by just because the one time they call the phone isn't answered. It is hard to tell sometimes, though, what size a business is when you call them.

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Pam Deyerle - Transcriptionist in the Richmond, Virginia area
The Perfect Word Transcription Services

I have one client that I do phone work for. He has an answering service with a live person who answers all incoming calls and then transfers to me. If I am not available to take the call, the answering service takes a message and sends me an email. I use e-mail to communicate with my other clients unless I need clarification on a project. Sometimes it is better to talk directly to the client.

I agree with Pam that passing up work with a new business just because they do not answer the phone is a bit harsh. In this day and age, if you use v-mail appropriately, you can get a lot of work done by just leaving a detailed message of what your needs are.

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Margie Gibson
http://mgvirtualofficesolutions.org

Originally Posted by AnnaLisa Michalski

For my own business, I make no apologies for taking messages. I don't offer call answering, customer service support, or any other service that depends on all-day phone availability, so it's not necessary. Except for a specified call time each work day, my calls go directly to VM. I have kids and a loud-mouth cat at home, and it's nigh impossible to have a rational conversation with a client while happy squealing, toy sounds, yowling and meowing, baby babble, Sesame Street, etc. are in the background. I schedule my phone calls for the time of day the kids are napping, no exceptions.

Same with me. I never answer my phone, preferring instead to let it go to voicemail and then return calls at one time. I'm nearly always in the middle of a project, and I'm not about to stop the flow of creativity, even if it is for a new client! And I also have a youngster at home that I really don't want running around making noise in the background when I'm chatting with potential clients, so I also schedule all phone calls when she's napping or when my husband is home to watch her.

I guess if someone isn't willing to work with me because I wasn't at their instant beck and call, they probably aren't my ideal client anyway!

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Tammi Metzler ~ The Write Associate
Free call: "How to Write Email Subject Lines That Grab Attention!"