Businesses missing 34% of phone calls

A recent survey of 100 plumbers we have conducted has shown that 34% didn’t pick up the phone , which could be potentially losing them business.

The survey, focused on plumbing businesses within the sole trader and micro business brackets. Of the 100 called, 34 didn’t pick up the phone at the first opportunity, 5 of which were unreachable after multiple attempts.

This news is alarming given the vulnerability of small start-ups, with at least 50% failing to survive beyond 5 years , depending on what study you read. In an age where the internet brings such instantaneous choice, smaller businesses also can’t rely on potential customers leaving a message to be called back – 80% of callers don’t leave voicemail.

Our Managing Director at Miss MPS commented;

“During our research, we found that many of the respondents were spending at least £1,000 a year advertising on the likes of Checkatrade. Given we found many rivals within such a small area, genuine customers can simply move onto an alternative, leaving the 34% who didn’t pick up their phones pouring money down the drain.”

The obvious issue for smaller businesses, and especially start-ups, is that they are unable to devote time to existing customers whilst simultaneously being available to new opportunities. It’s also often a pipe dream to have the funds to hire staff for office support.

However, there has been an increase in the number of Virtual Assistants operating, who claim to be able to help business owners without the overheads and stress of employment.

Clare explained further;

“Virtual Assistants provide ad-hoc admin support, from answering those all-important calls, to arranging appointments – essentially anything you’d expect from back office staff. However, rather than employing them, you just pay a Virtual Assistant by the hour, as and when you need them.”

The true cost of employment involves recruitment fees, taxes, equipment and a pension on top of a salary, which has supported the growth of Virtual Assistants as an alternative. However, companies should carry out the necessary checks before going ahead.

She added;

“As with any supplier, you should verify a Virtual Assistant’s credentials. Get some references, and ensure they have the relevant insurances and privacy policies in place. I’d also check they have some experience in your industry as you’ll get far more value.”

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