Is Your Phone Tree Costing You Business?

Posted by David Chism | Wed, Oct 27, 2021

 Is Your Phone Tree Costing You Business?

Can you afford to have a live per­son answer every call dur­ing busi­ness hours? The ques­tion might actu­al­ly be, can you afford not to?

Hey, remem­ber the days before cell phones? Ahhh… Sweet sim­plic­i­ty. Now com­mu­ni­ca­tion moves like light­ning, and your cus­tomers demand imme­di­ate atten­tion. On top of that, the younger gen­er­a­tion of cus­tomers that pre­fer text mes­sages is grow­ing old­er and like­ly needs your ser­vices just as much as their par­ents or grand­par­ents. You’ve got to cater to that blos­som­ing demo­graph­ic or else you’re miss­ing out…

When my dad was a painter in San Diego, his cut­ting-edge” tech­nol­o­gy in the 80s and 90s was a pager. His office would send him a page with a num­ber to call, and he’d often ask to use a land­line (when he had a moment) to dial in. 

Can you imagine? 

Should You Use a Phone Tree for Your Con­tract­ing Business?

I get it. Phone trees and voice­mail are con­ve­nient, but can lead to lost prospects. If some­one decides to call rather than text or email, it’s cru­cial that they con­nect with a live per­son imme­di­ate­ly (dur­ing busi­ness hours, of course). A phone tree can feel imper­son­al, and voice­mail car­ries the sub­text that your call just wasn’t real­ly impor­tant enough to answer.

The major­i­ty of con­sumers will NOT leave a mes­sage or lis­ten to all their options, opt­ing instead to try a com­peti­tor of yours. 

Your Phone Tree Might Not Real­ly Be Sav­ing You Money

It can feel like a nice cost-sav­ings to not have some­one over­see­ing and answer­ing your phone, but some basic math can flip that equa­tion around pret­ty quick­ly. Do you have a way to quan­ti­fy how many calls (leads) are lost to your phone tree sys­tem? It can be easy to guessti­mate, and the math will prove the point bet­ter than this blog ever could. 

Pay­ing a friend­ly, pro­fes­sion­al, respon­sive per­son to answer the phone and field texts/​emails adds to your over­head, but can more than pay for itself with even just a few addi­tion­al won jobs per month. Plus you’ll build your price­less rep­u­ta­tion for excep­tion­al, old-school service. 

Bonus Tip:

Spend time train­ing the per­son answer­ing your phone. Every­thing is mar­ket­ing, includ­ing the tone of voice they use, their knowl­edge, respon­sive­ness, and the over­all expe­ri­ence they offer. Make sure you have a rock­star in place that’s ful­ly equipped to do their job. Your prospect will start form­ing their opin­ion about you as soon the con­ver­sa­tion starts!

The big take­away? Stand out from com­peti­tors by offer­ing a bet­ter, more per­son­al­ized point of con­tact. You want your prospect to be hap­py they called! Or texted. 

About David Chism

David Chism started his business out of a passion for helping small contracting businesses grow, be more profitable and become better known to their target clients. One lifelong hobby of David is using techie gadgets. So this blog is a place where he writes about technology, marketing ideas, just for fun (humor), personal thoughts on small business and more.


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