Business phone calls for one man bands

[Martyn]

I'm interested how one man bands like me operate with regards to phone calls. A lot of people won't leave messages on an answer phone and will move onto the next business in Google or whatever they used, specifically new business. I have a separate business line that is always set to divert after a certain amount of rings to my mobile. For the above reason I don't want it ever to go to voicemail but as well I don't want to divert from the job I'm on at the time. How do you deal with this? Do you take the call briefly and say you will call back or let it go to voicemail?

 

[MrUnknown]

I let it go to my Google Voice voicemail. I understand you want to answer it, but if you are with another client, you shouldn't. They don't want to pay you to talk to people.

I haven't found that this causes too many hang ups, but if it is really important to you, there are services out there that will answer the phone for you and make an appointment.

My message is something lik: "Hi, this is Paul Bunyan at LumberJack Computers. I am currently with another client, but if you leave your number I will call you back as soon as I can."

I keep it short and sweet and don't ask for much. I also point out that I am with someone else and I am not just ignoring their call for no real reason. Nevermind that this is always the message, even if they try to call at 1am.

 

[Kitten Kong]

I dont have a seperate land line for business use. Only the normal one, and the moby.
If the phone goes when im with a client, I always answer it. If needed, I will either ring them back, or make an appointment.

Up to now, clients haven't really cared about it, as they know im a one man band, and each call is important. They have in fact told me to answer the call, they expect me too.

 

[Martyn]

The good thing about my setup is I can see the forwarded number on my mobile and can usually check if it is a 'sales' call or a local client.

 

[MobileTechie]

I take the call unless absolutely impossible. I just excuse myself to the current client.

 

[BuckeyeIT]

If I had a dollar for every time a client I'm talking to stops the conversation to take a call at their business....

I think most clients, especially business clients, will understand the need to take the call. Just keep it brief and like stated above, tell them you'll call them back as soon as you are done with the current client or make the appointment. I've not had any clients huff or complain about me taking a call and getting quick info for a call back.

 

[4ycr]

I have been told by a few customers to take the call. They know I am still a one man band and don't bother about it.

I always keep it as short as I can

 

[layoric]

I let it go to voicemail, ALWAYS. I find it rude to answer it, unless it's an EXPECTED call. Think of it this way, why should someone move up in the queue of service just because they call, when there is already a client right in front of you?! Makes little sense to me. Also irritates me when others answer the call and I'm the customer. Happens tons of times at the home repair stores.
Oh, just a minute, let me take this call.... Oi, just rude in my opinion.

I have caller ID, and lots of times people won't leave a message at all. I just call them back, they take the call and many times it turns into a sale or service call.

 

[NeutronTech]

I let it go to voicemail, ALWAYS. I find it rude to answer it, unless it's an EXPECTED call. Think of it this way, why should someone move up in the queue of service just because they call, when there is already a client right in front of you?! Makes little sense to me. Also irritates me when others answer the call and I'm the customer. Happens tons of times at the home repair stores.
Oh, just a minute, let me take this call.... Oi, just rude in my opinion.

I have caller ID, and lots of times people won't leave a message at all. I just call them back, they take the call and many times it turns into a sale or service call.

It's like call waiting is rude. If I'm talking to someone, it's pretty rude of me to interupt them and take another call. It's like telling them they aren't important and you'd rather talk to someone else. I have always hated call waiting, business wise or personal. If I'm talking to someone, your going to have to wait your turn. I'll give you the same courtesy as I did the other guy. If they don't want to wait, then they will probably be one of "those" customers anyways.

I try to answer my phone when I can. I don't answer it on the weekend or in the evenings. That is my family time.

 

[ComputerGenie]

I have my 0800 number forwarded to my mobile. If I'm with a client and I receive a call I usual ask if they mind me taking it, in that case I try to keep the call as short as possible. I've never had a client refuse me or seem annoyed that I am diverting my attention away from them for a slight moment.
In certain situations where I have my hands full or I am talking to my client I will not take the call or even remove the phone from my pocket or case.
I still find that many of the callers that I "ignore" will leave a voicemail as many of my new clients are from referrals from other clients.
I would just advise that you judge the situation, based on what your are doing at the time and how understanding your client is.

 

[ZenMike]

I use my mobile phone as my primary and only business line. I answer as many as I can, but if I'm with a client I let it go to VM. The call volume has been managable, but it will be a problem I'll be happy to deal with when I have more people/business than I can manage with the one line

 

[geekgee]

I have most of my clients "trained" to only call my cell phone if it is an emergency or regarding something time sensitive. If I get a call from one of them while at a client site, I will usually answer it.

The clients who insist on calling my cell all the time I just let go straight to voice mail but listen to it soon after in case it is an urgent matter. The exception is if the client is calling me while I am at their site then I will answer it... not as uncommon as you might think .

I have a regular business land line where clients can leave a voice mail if I am not in but I encourage them to use e-mail as their primary means of communications with me.

I stopped taking on new clients a number of years ago so don't worry about missing new opportunities.

 

[callthatgirl]

One man shop's could get an answering service to answer, should be fairly inexpensive. They can even quote rates and such, some will book appointments. Tip from me, do it early on! I wish I did it my first year out, then all the future clients would have been trained to talk to them first.

With my assistant, even if I am able to answer my cell....I don't, I let it forward to the office. She's better at booking appointments now and I can do my Dr. stuff.

 

[blue man computer repairs]

Very rarely will I take the call so I let it go to VM. If the client says take it I take it. My VM explains that I am most likely with a client and i'll call them back usually within the hour.

 

[JCS_MN]

I have the same problem; most people hang up unless you answer. Odd thing was today I got two messages. Need to check into some answering service prices.

 

[4ycr]

For anyone in the UK you could try http://www.yourreceptiondesk.co.uk/ I have met the owner/director and have spoken to him a few times. They offer a pay as you go service so it is always worth a try.

note: I am in no way affiliated to this company, I have just met the owner a few times at different networking events.

 

[tankman1989]

Here is an idea. If no one is around, such as the client answer the phone but keep it as brief as possible, take the information and ask if you can return the call in a short time. Then you take a break ASAP and call them back (maybe make an excuse to get tools from the car/vehicle or something).

If the customer is around, answer the phone and keep it VERY brief, basically short enough to tell the caller that you can help them, that you are with another customer and that you will call them back the moment you are free. After you hang up, apologize to the client and possibly explain that you are a one man shop and you loose business if you do not answer. When you bill maybe add a line to the and say "in service phone call" and subtract $5, 5% or 10% from the bill. This shows that you are considerate of the customers time and that you are aware that you were on the customers time. IDK, this is just a thought. Maybe it will depend on the relationship of the customer and how well they know you and your service.