Monthly Archives: October 2011


Make the Right Impression, with Telephone Answering from CSnotepad Virtual Receptionists.

Tuesday, October 25th, 2011

These days, if a customer takes the time to pick up the phone and call you they have almost certainly decided that they are going to buy from you.

After all, you probably go to a lot of expense to publish and advertise your telephone number. It’s all over your letterhead, your website and your business card. Even your van.

So far, so good. But happens when this prospective customer actually takes the plunge and calls you?

What sort of impression does your telephone answering give to your potential customers?

In an ideal world, all callers should have their call answered within three few rings, by a professional receptionist or expert in the business who can deal with their enquiry, problem or complaint immediately. But if you’re a sole trader or small business that may be easier said than done.

Picture the scene. A member of the Dragon’s Den team is scouring the internet, desperately looking for a new project to sink some of his excess cash into. He comes across your business, and thinks it might be just the thing. He leans back in his leather chair, lights a cigar, picks up the phone and dials your number. What response will he get?

Oh. There’s no answer. Will he call again?

If he does, will he reach your answering machine? Studies have shown that as many as eight out of ten callers won’t leave a message on an answering machine.

But ‘Ah’, you say. ‘I would have diverted the office telephone to my mobile. I am always contactable’.

Really? Even when you’re driving? Or meeting with a client? Or filling up with petrol?

And even if you do answer your mobile when you’re on the move, are you really going to be giving your full attention to the caller? Probably not. A prospective customer or investor wants to feel important and valued. He wants his questions answered. He wants prices and details. He doesn’t want to hear you telling the girl in the petrol station that yes, it is pump number four please and no, that isn’t your pasty.

With telephone answering services from CSnotepad, your calls could be answered by a trained virtual receptionist, wherever you are.

Giving all of your callers the right impression.

It’s Easier to Communicate by Telephone.

Wednesday, October 19th, 2011

E-mail may seem like the fastest and most efficient way to communicate. But it is really?

A recent survey of the top 100 American internet retailers found that customers waited an average of one minute and forty one seconds to talk to a human being on the telephone, compared to an average of seventeen hours to receive a response to an e-mail.

And in addition to being a lot faster it seems that the telephone is actually a better customer service tool as well.

We all assume that the opportunity to edit our written words means that we give a better impression to clients by e-mail, but research has shown that communicating by e-mail alone can actually be bad for customer relations.

A famous study by social psychologist and law professor Janice Nadler, asked pairs of subjects to negotiate the purchase of a car. The teams were instructed to negotiate through e-mail only, but researchers secretly told half of the teams to precede their e-mail negotiations with a short introductory telephone chat.

The difference in results was astounding. Negotiators who made a phone call first were four times more likely to reach an agreement than those who communicated through e-mail only. The teams who hadn’t spoken were not only more likely to reach a stalemate during negotiations, but reported feeling much angrier and more resentful about the entire negotiation process.

The possibilities for miscommunication by e-mail are much higher than with telephone calls. It’s much harder to build rapport in writing. E-mail can lull people into a false sense of security, and the distance it creates means that it is much easier to be impolite than you would in a face to face situation, or even worse, to have your tone misconstrued when you’re just trying to be friendly.

Of course e-mail has its place, when you need to keep a record, or convey technical information. But for building and maintaining relationships with your customers and suppliers, it’s hard to beat face to face meetings or telephone calls.

If you’re already a great believer in meetings and often away from your phone, or even if you just want your customers to hear a real human voice when they call, call handling solutions from CSnotepad Virtual Receptionists could be the answer.

24 Hour Virtual Receptionists.

Wednesday, October 5th, 2011

Does your business operate on a strictly 9 to 5 basis? Really? Well, you’re in the minority. More and more companies are finding out that modern customers now expect round the clock service.

These days your clients will be used to a 24 hour, 7 day a week service from supermarkets, garages and online shops. They’ll expect to be able to do their telephone banking on a Sunday afternoon. They’re no longer accustomed to being told that things are closed, let alone at 5pm.

In an age where most consumers are used to being able to purchase goods and services online throughout the day and night, it’s a brave business that decides to switch off early.

What message do your customers get when your business is closed? Do they get through to an answering machine? Or your mobile phone, which is switched off because you’re at the cinema? Or in a restaurant? Or at a wedding?

Do new clients ever leave a message on your answering machine on Friday afternoon and wait patiently for your receptionist to get back to them on Monday? These days it’s more than likely that they’ll go elsewhere on Saturday morning and you’ll never hear from them again.

And what if you’re a service provider? Yes, you want to be seen to be available in case of emergency, but unless you’re actually running a 24 hour emergency response line you don’t want to be tied to your mobile phone all night and all weekend.

For many businesses, employing a receptionist to monitor the phones 24 hours a day is impossible. But CSnotepad now offer the option of upgrading your inbound call handling service to a 24/7 option. That’s your phone, answered by a trained virtual receptionist, 24 hours a day, 7 days a week. Your client need never know that they’re not speaking to a member of your staff and the call details will be forwarded to you by email or SMS, as you choose.

Leaving you free to relax and enjoy your weekend.

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Call 01273 741400 or email info@csnotepad.co.uk
Opening Hours *Telephone answering is available for customers 24/7
  • Monday 8:30am - 6:00pm
  • Tuesday 8:30am - 6:00pm
  • Wednesday 8:30am - 6:00pm
  • Thursday 8:30am - 6:00pm
  • Friday 8:30am - 6:00pm
  • Saturday 9:00am - 3:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD