It’s not about the cost, it’s value for money that matters

Last week I had a meeting with a potential client (John), who had been referred to me by a business coach I’ve worked with previously who is helping him to grow and streamline his business.

John runs a pest control business that, although still relatively young (under two years) is doing very well.  The problem is that now the phone has started to ring, and the enquiries are coming in he’s realised he doesn’t have enough time to do everything himself.

The reality is he can’t spend all day out on jobs, then go out on quotes, follow up on enquiries, answer phone calls and then send invoices.  Not if he actually wants to spend any time at home with his wife and their three month old son.

We got chatting and talked through the issues he was experiencing, and he agreed he definitely needed an extra pair of hands to help things run more smoothly.

Then we got to the really fun bit – costs.

I like to think I keep things really simple when it comes to our fees: £25 per hour for our Virtual Assistance service.

However, John immediately baulked at the idea of paying “so much” for another person’s time.  In fact, his exact response was “I could just hire an admin assistant and pay them £7.50 per hour, it would be so much cheaper.”

Now, I know John thinks he’s saying “you’re so expensive”, but what I’m actually hearing is “I’m looking at this the wrong way.”

I practically rub my hands with glee as I roll my sleeves up for this challenge.

Although John actually only needs a few hours of practical admin assistance per day, he wants someone to be around during office hours to answer his phone and handle queries.  As such, he would have to employ a full time member of staff.

The biggest problem here is that he currently operates out of the back of his van.  An admin assistance, regardless of what you paid them, wouldn’t be able to do that.  As a result he’d need to locate office space and pay a deposit to secure it.

He’d then need furniture and equipment to put in to that office space.  Having an employee on site would also mean he’d need employer liability insurance. He’s confessed he has no experience of hiring staff, and wouldn’t know the first thing when it came to establishing whether someone was experienced enough or not. His preference therefore would be to use a recruitment firm to handle all of that for him.

Taking all of that in to account, his nice cost-effective admin assistant has cost him in the region of £4,286 before they’ve even set foot in the building!

It costs nothing to get Time Saving Heroes on board. No equipment, no space, no insurance. Nothing.

That’s a considerable saving right there.

Now let’s look at the monthly costs.

By the time you factor in salary, office rent, professional fees (such as auto enrolment, payroll and HR support), NI and pension contributions our employee is likely to cost in the region of £1,776.74pm.

Alternatively, John could hire a Time Saving Hero for a maximum of 2 hours a day (as that is what he think he needs in the way of real admin support) at a cost of £1,000pm.

He could then sign up to our call handling service at £55pm to ensure his calls are answered between 8.30am and 5pm.

All of a sudden paying £17.50 more per hour has saved him £721.71 per month.

When I put it like that, he saw things differently.

We started working together this morning.

Guess what’s back …

In 2014 we started offering call handling to some of our existing clients.  It proved to be such a popular service that we rolled it out to everyone and anyone, and it definitely became one of our more valuable offerings as far as business owners were concerned.

However, as is often the case with business, the sailing didn’t stay smooth for ever.

Following some staff changes Lu was predominantly answering calls on her own, and with the onset of morning sickness, she became concerned the quality of the service offered would be compromised.  It was a difficult decision, especially as it meant losing some clients altogether, but the call handling was stopped in early 2016.

I treat my clients like good friends, and I want to do the absolute best for them. Dropping the ball when it came to their businesses just wasn’t something I was prepared to do.

Nearly 18 months later and things have changed.  The morning sickness has been replaced by a 10 month old boy called Eric, and now we have a team in place dedicated to handling all the calls you can throw at them.

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If you want to find out more about the various packages we offer (including a holiday cover package) please get in touch. You can call 0161 883 2024 or email hello@timesavingheroes.co.uk

 

We look forward to taking your calls.

 

 

If you’re avoiding social media because of this, then you’re missing the point

The vast majority of the people who follow this blog are business owners (usually SMEs), and as such I imagine this post will resonate somewhat.

This week I had a meeting with a potential client who wanted to find out more about the services I offered.  Initially they were interested in content for their website, but conversation drifted to social media.  They immediately admitted they could see the upside, but the thing that worried them the most was this – what if they (i.e. their customers) took to social media to complain?

It’s entirely plausible that I’ve been doing this for too long because honestly it took me a while to understand what their problem was.

We all know that customers sometimes complain. Occasionally they complain for apparently no reason – some people just can’t be helped. No, it’s never nice to be complained about, so I get that; however, every complaint is an opportunity to wow.

Ah, but a complaint on social media could go viral they tell me.

Yes, I acknowledge, it could. However, you have 15 followers and sell a niche product, the chance is slim. And if it happened, your business would probably benefit from the publicity.

It’s not really worth the risk though, they argue.

Harumph.

Let’s cut to the chase here. Your customers will not complain because you are on social media. If they feel strongly enough to complain, they will find a way to do so.  This obsession that somehow a complaint on a Facebook page is going to destroy your business is simply ridiculous.

How did customers used to complain?  In person. The law of Sod would also dictate they’d wait until your store was at its busiest before they did so. The result? Other people would hear.

You know what impact those complaints have on your target audience? Nothing – provided of course you handle it correctly.

Online complaints are no different.

If someone complains on social media, and you address it courteously and in a timely manner, you will always come away looking better.   As a result, social media is not a thing to be feared. It is an opportunity to be embraced and one we really don’t think you should miss.

 

If you are concerned about how to keep on top of your interactions we offer a management service to take the hassle from you. Alternatively, we are always happy to provide advice if you have a specific concern when it comes to customer service.

Please get in touch by calling our hero hotline: 0161 883 2024, emailing hello@timesavingheroes.co.uk or messaging us via Twitter or Facebook.

 

 

 

 

Get a Virtual Assistant to say it for you

Here at Time Saving Heroes we know how hard it is for business owners to hand over any aspect of their customer service to a complete stranger.  Your customers are everything, and you want to make sure that every part of their interaction with your business goes smoothly, and leaves them wanting more.

We totally understand that.

However, communication is one of the most time consuming aspects of any business.  Answering the phone, dealing with queries, replying to emails, scheduling appointments – it all takes up a huge amount of man power.  And when there’s only you, or a small team, that’s a lot of hours lost that could be spent doing something else that could be earning more money.

It can seem daunting at first, but it’s important to remember one thing: as your business grows it will become impossible for you to manage this aspect on your own.

Once you can accept that fact it starts to make sense to outsource some of the work to someone else now, so you can get the right processes in place to make expansion even easier.

Here are just ten ways you can free up your time by allowing a Time Saving Hero to communication on your behalf:

  1. Sending cards, thank you’s and invitations
  2. Checking and responding to voicemail
  3. Filtering your inbox and deleting spam/junk mail
  4. Writing, editing and sending follow-up emails to clients
  5. Creating templates to answer common questions
  6. Proof-reading and editing outbound messages you’ve already drafted
  7. Providing live chat support to online visitors
  8. Making outbound calls
  9. Dealing with support tickets/complaints etc
  10. Answering all your calls and taking messages, dealing with queries or passing on information

 

There’s so much more a Virtual Assistant can offer, but these are some of the key tasks that will allow you to focus on what you need to achieve to move your business forward.  Imagine how much more productive you could be if you weren’t constantly distracted by a ringing phone or an email notification.

To find out more simply give us a call on 0161 883 2024 or email hello@timesavingheroes.co.uk and we’ll be happy to help.