Is Your Answering Machine Driving Away Potential Customers?

22 Jul, 2015 | Tags: , , , , ,

You’ve created the perfect product, service, or eating experience. You worked hard to effectively market it, and are now receiving a  stream of calls from prospective buyers. Everything appears to be going according to plan – after all, you’ve made plenty of sales – but what about those sales you’ve missed because your office was closed, the phone line was busy, or for whatever reason, no one was able to answer the phone?

If you’ve been letting your answering machine take your calls or worse yet, letting the phone endlessly ring or send out a busy signal, then you might be losing out on some potential sales.

Now obviously losing sales is bad for business. That’s why partnering with a professional answering service can make a big difference. Because live agents  will be able to speak with your potential customers when you aren’t able to, you’ll never have to worry about missing out on a sale, simply because you were away from the office or too busy to answer the phone.

The People Effect

Your customers will enjoy the added benefit of being able to talk with a live representative any time they wish and your company will profit from the additional sales that might otherwise have been lost.

At this point you may be asking yourself if hiring an answering service to represent your business is really necessary. An answering service is an additional expense and money is tight. Well, think about it from a different perspective – how much money have you lost out on as potential sales have fallen through the cracks? How many interested customers decided to simply hang up the phone when they were redirected to your answering machine and never bothered to call back?

Quick is More

Granted, not everyone who reaches your machine will hang up. Some have probably even left their contact details so you could get in touch with them at a later time, but in today’s world, most buyers are seeking immediate results and will simply hang up the phone when there’s no one around to take their call. If you’re lucky, some potential customers may call back at a later date, but those who don’t may lose interest in your product or take their business to one of your competitors.

The easiest way to ensure that you aren’t losing your potential customers after sending them to your company’s answering machine is to simply take the machine out of the equation. Instead of merely hoping your customers will react favorably to your answering machine when you are unable to take their calls, why not enlist the help of a professional answering service?

Training

By taking full advantage of an answering service, you can rest assured knowing that trained agents will always be available to represent your business should a potential customer wish to inquire about or buy one of your company’s products.

Partnering with a professional answering service means your customers will be able to say goodbye to your answering machine and hello to your company’s new round-the-clock by phone availability. It also means you’ll never lose a potential customer whenever you are unable to come to the phone, because the answering service will be there to help you retain and convert any callers who may have otherwise fallen by the wayside. As a result, you should see an increase in both your customer satisfaction rating and your overall product sales – a win-win for all involved.

The Entrepreneurial Spirit: The Unexpected Costs all Business Owners Have in Their Company

09 Jul, 2015 | Tags: , , , , ,

Before a business can thrive and start to make money for its respective owner and investors, it has to weather out the costs of doing business. The process of making the product to landing it to the customer’s doorstep involves a variety of expenses. However, even with the most diligent planning and preparation, a business owner can still miss a few unexpected costs on their list. Failing to identify and address the costs can drastically cripple your business in the long run.

Overdue Returns and Penalties

Regardless of the size of a business, there are bills to pay. Not paying them on time can lead to late payment fees that you might not have considered while making your business’ budget plan. If you do not yet have the cash to pay your bills, contact a representative to discuss alternative payment options.

Workplace Injuries and Accidents

When something goes wrong in the workplace, you are responsible for any financial damages it caused. For instance, you will have to hire a workers’ compensation lawyer to handle paperwork and of course the actual settlement amount for the injured employee. Work-related accidents are never a pretty sight, but is not an uncommon situation, especially in businesses related to construction or manufacturing.

Web-Based Expenses

Your online footprint leaves a trail of additional expenses incurred every month. Majority of businesses nowadays use the online space for their client acquisition and marketing strategies. But a lot of business owners do not recognize costs beyond the obvious monthly internet plan. They fail to account for expenses like annual domain name registration, hosting services, and even search engine optimization.

Strategic Changes

A business may face unexpected costs while trying to adjust their operational or marketing strategies. Costs may be incurred from hiring third-party advisers or from having to retrain the entire workforce to adapt to the strategy.

Hidden Liabilities

This is a tricky part, especially for new business owners. Hidden expenses and liabilities come in various forms depending on the market in which you operate at. Look for charges cryptically embedded in the fine print. This includes introductory teasers, poor quality materials, insurance coverage gaps, professional charges, or underutilization penalties.

No matter how much preparation you put into it, unexpected costs will keep popping up year after year. A smart and financially savvy business owner will be able to weather the increase in costs when competitors are already filing for bankruptcy.

3 Ways to Promote Restaurant Staff Communication

06 Jul, 2015 | Tags: , , , , ,

Restaurant staff members are like family, and as such, they act like family. That means they love each other, but they can also have moments of serious conflict. Any restaurant owner or manager knows how easy it is to succumb to the “family life” in the restaurant business. But no owner wants to play the parent when things go sour. Here are some ways you can start promoting a professional atmosphere without losing the family feel that makes working in the restaurant business so much fun. One of the most important things you can always work on in the restaurant world is promoting lines of communication between staff, BOH and FOH, and managers.

1. Pre-Pop Meet-Up

You know the busiest times for you restaurant. Sometimes the most helpful way to promote healthy staff chemistry is by looking ahead for trouble. When servers and cooks are the busiest, that’s when they are most likely to make mistakes. By gathering the back of house and front of house for pre-pop meet-ups, you’re acknowledging as a manager that things are about to get busy, but you should take the time to ask your staff, “what do we need to get through this busy shift as a strong and capable team?” By doing this you’re making everyone feel involved and ready to take on the busiest points of their shift. Also by coordinating these pre-shift meets, you’re creating an atmosphere of professionalism in the workplace.

2. Open Door Policy

One of the reasons the restaurant business can feel so much like family is because more often than not staff, managers, and owners all work in the same space. The “open door policy” that most corporate offices have, doesn’t really work the same way if you’re manager doesn’t have a “door”. Even if you do not have a private office for staff members to come and speak with you at any time of any given work day, you can help by setting aside a set time each week for staff members to feel invited to come and speak with you about any issues. It’s also helpful to give your staff members a more private way to request a meeting with you. Consider posting a phone number, email address, or even anonymous text information poster in the staff room, anything that will help a staff member talk about issues, before acting out on them while on your floor.

3. Strategic Scheduling

You know your restaurant employees. You know who works best with whom, and that means from the kitchen to the front of house staff to the managers. Consider carefully when you put together the work schedules for the week. How can you make the most of the staff you have? Consider if there are some people who enjoy each others time more and work well together. Consider if there are some employees who could use more help during peak rush hours and perhaps that individual should be scheduled with someone who can help that employee during the shift. There is much to consider when scheduling for your restaurant, but by choosing whom you schedule and when carefully, you will make a more productive and enjoyable shift every time. Use What Time Do I Work for your scheduling needs to help you clear your lines of communication!

3 Books Every Restaurant (and Small Business) Owner Should Read

08 Jun, 2015 | Tags: , , , , , ,

Many of us are looking for successful individuals who have triumphed over failure and risen to success, and then written guidebooks to their success. Learning is a valuable skill business owners and entrepreneurs require to continue moving forward and up. The following are 3 books that have proven to be great reads for business owners.

Good to Great: Why Some Companies Make the Leap…And Others Don’t 

By Jim Collins:

Jim Collins wrote “Good To Great” in 2001, and in the year 2015 it is still a very well known book among business and restaurant owners, as well as many other individuals in leadership positions. Collins wrote his book by way of many years of research. His book was written in hopes of helping leaders understand why their business grows and then stops, or for businesses that can’t seem to get off the ground. Many leaders talk about how this book changed the way they did business completely. Collins really pushes the reader to change the way they think business should work, and guides you into a new realm of business thinking.

The 4-Hour Workweek: Escape 9-5 

By Timothy Ferriss:

Ferriss’s book, “The 4-Hour Workweek”, teaches the reader step-by-step how he went from making $40k per year working 80 hours a week to making $40k per month working 4 hours a week. The 4-Hour Workweek was on the number one seller list for 7 consecutive years. Many business owners love the book because of its many tangible daily goals that can be implemented immediately. You can also check out the blog (www.fourhourworkweek.com/blog/) that Ferriss began two months before the release of this book, and to this day continues to frequently update.

Setting The Table: The Transforming Power of Hospitality in Business

By Danny Meyer:

Danny Meyer is CEO of the famous restaurant group, Union Square Hospitality, in New York. Meyer has been highly successful in opening several well-known restaurants in New York City, but his success has not come without some failures. In his book, “Setting The Table”, Meyer explains those failures as well as how he bounced back and what he learned during those times of failure. The approach Danny takes in writing his book is very personal and relatable for the reader. His focus in the book is his recognition of the power of hospitality as it relates to customer satisfaction. “Setting the Table” is a powerful book for any leader, but specifically business owners whose business relies on hospitality. 

Which other books have you found helpful in your time as a business owner? Share how those books changed the way you did every day business or changed your daily goals as an owner.

Turning Your Restaurant into the “Spot

20 May, 2015 | Tags: , , , , , , , , ,

You know you’ve watched Friend’s and wished you were sitting on that vintage couch, drinking coffee with the gang at Central Perk. And why wouldn’t you wish that? The Friends gang found their perfect spot: a table (with a reserved sign, if you never noticed) surrounded by comfy seating, enjoyable atmosphere, and a great menu. But have you ever wondered why they chose Central Perk as their favorite hangout? Sure, maybe it was because Rachel worked there, or because they lived upstairs.

But it also brings up some basic principles of being a great restaurant. Becoming a favorite spot isn’t as difficult as you might think. Some basic etiquette can quickly turn your restaurant into your guest’s favorite go to spot.

Invite Your Guest

Your restaurant is more than a restaurant; it’s the place people want to go when they aren’t at work, catch up with their best friends, or take their significant other out for a date. Your staff members are the gatekeepers of your doors, and everyone enjoys a friendly gatekeeper. Simply existing as a restaurant isn’t enough to become a favorite spot. Be an inviting restaurant. Smiles, greeting at the front door, and friendly service are all ways you can be inviting. Invite your guests to come, invite them to stay, and invite them to come again.

Remember Your Guest

Did your guest return? Remember them! Starting conversations and asking questions helps your guest feel welcome. And if you remember their answers, you’re winning at guest relations. Simple questions can help you in making your restaurant their favorite spot.

Some starting questions could be: Do they have a favorite table? What’s their favorite item on the menu? Do they have a favorite staff member that gives them great service?

Asking these types of questions (and remembering their answers) will help you tailor a perfect setting for your guest. Remember your guests and they will return!

Serve Your Guest

You’ve succeeded in making your guest feel invited, you’ve remembered their favorite table, now give them service that will make them want to return again and again.

Thankfully, unlike Central Perk, you own a business in the 21st century; there are so many digital options at your fingertips to help your service run smooth.

Using What Time Do I Work for your employee scheduling will ease your mind and give you more time to spend on the floor with your guests. It might even help avoid conflict with employees, which leads to happy employees and even happier clients.

OpenTable is a great option for your guests to let you know when they’re coming to visit, and to save their favorite table. Using digital technology in your restaurant gives you more control of your floor.

Your guests will become staples in your seats because they know what to expect when they visit: genuine and enjoyable service. Smiles at the door, their preferred table in the corner, their favorite server remembering their usual drink order, and it’s all uphill from there. Congratulations. You’ve just been chosen as your guest’s favorite “spot”.

Strive to give your guests dependable and enjoyable service that will make them love your restaurant and want to continue to return. Working closely with your staff members will ensure that your goals will be met.

Also, if you didn’t already know, Rachel wished Central Perk had used What Time Do I Work for their scheduling needs. It might evan have allowed her to spend more of her time focused on fixing her dating life!

Good luck helping your guests make the right choice to choose you as their favorite spot! Let us know how you make your restaurant your guests favorite go to spot.