Archive for January 9th, 2012

Dear Danielle: What Phone System Do You Recommend?

Dear Danielle:

I have a few clients who want me to answer their phones for them. Is there a phone service that will allow my clients to forward their phones to me and when my phone rings I would know which company I am answering the phone for? –NA

Thanks for the question. Unfortunately, I can’t be of much help with your specific question as I’ve never answered phones for clients in my 15+ years of practice. I refer them instead to Ruby Receptionists, which is a company that is specifically in the business of answering phones for clients.

Since you’ve asked me, what I would encourage you to do before you proceed further with this is just make sure that you even want to be in the phone answering/receptionist business.

The reason I bring this up is because so often new business owners in our industry don’t realize that they have a say in the matter, and then get led down paths that they may not really want or intend, and eventually wish they hadn’t.

They go into the relationship thinking that they’re just supposed to do whatever clients want them to do because they’re still thinking of themselves as a sort of admin assistant rather than a professional service provider.

It’s not until later as they get into things that they realize business is far different from when they were an employee working exclusively for one employer, and how and when they work with clients, as well as what they do (and don’t do) for them, needs to be very different in many ways.

You may eventually find that answering phones for clients is turning your business into a J.O.B. where you are chained to your desk/office/phone system. You may find that it deprives you of the freedom and flexibility that you originally planned for your business. Answering phones interrupts your concentration, which in turn may make it more difficult for you to take on and do a good, timely job for more profitable clients and projects.

Think about how you’d have to charge clients. I know that if a client expected me to be sitting at my desk waiting for the phone to ring for certain hours, I darn sure would be charging for those hours, not the calls, since that is business time they would be reserving and requiring me to be available.

Here are a few other blog posts I’ve written that may also be helpful to you on this topic:

Dear Danielle: I HATE Answering Phones. Do I Have to?

Dear Danielle: How Do I Answer Phones For Clients?

The decision is yours obviously, and I wish you all my best either way. I just want you to know that you do have a say in the matter. In fact, it’s actually very important to your business success that you decide consciously and intentionally what you want to be in the business of and what you don’t.

So always keep in mind that just because a client asks, doesn’t mean you have to provide something if that’s not what you want to be or do in your business. Remember, you are not a replacement for employees; you’re something very different and aren’t going to necessarily do all the same things an employee would do.