Clean It Up

UK Window Cleaning Forum => Window Cleaning Forum => Topic started by: Becci Swan on October 16, 2013, 01:15:16 pm

Title: Opinions please....
Post by: Becci Swan on October 16, 2013, 01:15:16 pm
Do you find you miss a lot of business calls whilst working?

I know there are many answering services out there that take messages to pass onto you, however would it be of interest to have an answering service that is aware of your company and services so could promote and book quotation appointments when picking up these calls?

If so how much would you be willing to pay per hour for this service that would still be cost effective for your business?

All (realistic and helpful) opinions appreciated!  :)
Title: Re: Opinions please....
Post by: deeege on October 16, 2013, 02:05:12 pm
Not required imo.

I just have my landline diverted to my mobile so rarely miss any calls.

Realistically I probably get between 2 (bad week) and 8 (very good week) enquiries per week. I want to be the person answering these calls because I believe that I am the best person to be selling the services I offer.
Title: Re: Opinions please....
Post by: p1w1 on October 16, 2013, 02:43:01 pm
Not required imo.

I just have my landline diverted to my mobile so rarely miss any calls.

Realistically I probably get between 2 (bad week) and 8 (very good week) enquiries per week. I want to be the person answering these calls because I believe that I am the best person to be selling the services I offer.

I'd agree with this, i don't really see the need for it.
Title: Re: Opinions please....
Post by: dannymack on October 16, 2013, 02:44:40 pm
Don't agree with ya degree as I think it's more professional if you have a secretary or PA to answer your calls !!!
Title: Re: Opinions please....
Post by: bobplum on October 16, 2013, 03:15:02 pm
Don't agree with ya degree as I think it's more professional if you have a secretary or PA to answer your calls !!!

it does and i have used this type of service before, it will all come down to the cost
Title: Re: Opinions please....
Post by: Becci Swan on October 16, 2013, 03:57:50 pm
Don't agree with ya degree as I think it's more professional if you have a secretary or PA to answer your calls !!!

it does and i have used this type of service before, it will all come down to the cost

Thank you for your responses so far.

Bob & Dannymack - what would you be prepared to pay as an hourly rate? This would be regardless of the amount of calls received.
Title: Re: Opinions please....
Post by: Elfyn on October 16, 2013, 04:21:19 pm
I'm with Deeege on this. Any questions that the custie might have are cleared up right away and I think it's more professional.
Title: Re: Opinions please....
Post by: p1w1 on October 16, 2013, 04:56:11 pm
i don't see how it would be any benefit for me of you making the appointments you would constantly need to know where i was working what i could do that day etc would be to much hassle for me. And to be honest if a customer calls and i don't get to answer i can ring that number back if no message has been left.
Title: Re: Opinions please....
Post by: bobplum on October 16, 2013, 04:58:00 pm
Don't agree with ya degree as I think it's more professional if you have a secretary or PA to answer your calls !!!

it does and i have used this type of service before, it will all come down to the cost

Thank you for your responses so far.

Bob & Dannymack - what would you be prepared to pay as an hourly rate? This would be regardless of the amount of calls received.

its usually done as bulk, ie the first 40 calls etc
Title: Re: Opinions please....
Post by: bobplum on October 16, 2013, 05:00:29 pm
anserve were the company i used, very good if i remember
Title: Re: Opinions please....
Post by: roundbuilder on October 16, 2013, 05:03:13 pm
An hourly rate to answer the phone??? Id pay £10 a month maybe if was good to have the service if i missed a call etc, i wouldnt pay anymore because its simply not worth it in my eyes.
Title: Re: Opinions please....
Post by: dave0123 on October 16, 2013, 05:43:39 pm
Dont think many people get calls per day maybe 1/2 calls or something if that! and some days its quiet so i don't think per hour would work..

and because so little calls come in compared to other business i don't think it would be worth the while you can just answer them your self like already stated.
Title: Re: Opinions please....
Post by: ascjim on October 16, 2013, 05:59:04 pm
Not required imo.

I just have my landline diverted to my mobile so rarely miss any calls.

Realistically I probably get between 2 (bad week) and 8 (very good week) enquiries per week. I want to be the person answering these calls because I believe that I am the best person to be selling the services I offer.

your the man  ;)
Title: Re: Opinions please....
Post by: concept on October 16, 2013, 06:08:14 pm
Becci, you can happily answer all my PPI calls, advertising calls, injury claim calls etc
Title: Re: Opinions please....
Post by: roundbuilder on October 16, 2013, 06:09:38 pm
Becci, you can happily answer all my PPI calls, advertising calls, injury claim calls etc
Lol you forgot the dreaded yellow pages calls!.
Title: Re: Opinions please....
Post by: Becci Swan on October 16, 2013, 06:22:19 pm
An hourly rate to answer the phone??? Id pay £10 a month maybe if was good to have the service if i missed a call etc, i wouldnt pay anymore because its simply not worth it in my eyes.

I was thinking of a rate of £3 per hour to provide an answering service, whereby we dont just take a message, but actually sell your company and services to avoid potential customers calling and booking with someone else if you were unable to answer.

The service would be available on adhoc or regular hours where you may be working on a large job where you know you would be unable to answer your phone for a couple of hours, or simply if you just want a day off!

Regarding an earlier reply re knowing when to schedule appointments - I was thinking that the set up of a Google calendar is free and can be shared and accessed on mobiles and tablets, infact around 25% of my clients already ask us to book appointments using this when we are outbound calling.
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 06:58:27 pm
Becci a telemarketing friend of mine does this service for £15 a month unlimited answering so I think it would be pretty,  competative. Becci you can share your data via google apps rather then sending excel and stuff.  If you have alot of clients maybe look at a CRM system, and give people log in codes? easier to manage data that way  Google apps are  brilliant, reliable and been around for ages.  3 years and they are brilliant
Title: Re: Opinions please....
Post by: Richard iSparkle on October 16, 2013, 07:52:43 pm
I have this already from a local PA service.

they give quotes and take payments for me.

a great service  :)
Title: Re: Opinions please....
Post by: colin bird on October 16, 2013, 07:55:04 pm
Not required imo.

I just have my landline diverted to my mobile so rarely miss any calls.

Realistically I probably get between 2 (bad week) and 8 (very good week) enquiries per week. I want to be the person answering these calls because I believe that I am the best person to be selling the services I offer.
agreed
Title: Re: Opinions please....
Post by: deeege on October 16, 2013, 07:58:40 pm
Becci a telemarketing friend of mine does this service for £15 a month unlimited answering so I think it would be pretty,  competative. Becci you can share your data via google apps rather then sending excel and stuff.  If you have alot of clients maybe look at a CRM system, and give people log in codes? easier to manage data that way  Google apps are  brilliant, reliable and been around for ages.  3 years and they are brilliant

CRM system, google apps, data management, log in codes blah blah blah.

Why complicate things so much? And for £3 per hour?? no thanks.
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:01:44 pm
There is just companies around that can do it really cheaply, as its not the "core of their business" so its more likely a tag on, my friend that runs a telemarketing company does it as a tag on, as the lines are open, so she gets her team to answer the phone.....
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:05:00 pm
Degee its my job, I have to keep track of 45000 records in one county  And not for one person! open your mind........... as a company we try and help You need structured marketing, structured business dont poo poo it degee otherwise business never moves forward unless your in that state of mind. Seems like you knock people mate
Title: Re: Opinions please....
Post by: deeege on October 16, 2013, 08:17:34 pm
Degee its my job, um so how would you keep track of 45000 records in one county - would be interested?  And not for one person? open your mind...........

Kate, just because it's your job doesn't mean I want a simple task like answering a phone to a customer complicated like your post suggests.

Title: Re: Opinions please....
Post by: Becci Swan on October 16, 2013, 08:21:40 pm
I'd like to thank everyone for their input, however I think it is best to leave this thread now before things go down their usual route!!

If you are interested in discussing this further then please contact me directly.
Title: Re: Opinions please....
Post by: p1w1 on October 16, 2013, 08:25:21 pm




See window cleaning is very simple you don't get dozens of calls day in day out from potential new customers. If Mrs Jones rings me for a quote i ask where she lives work out in my head when i will be in that area and tell her i can come and quote on that day or say i pass it on my way home i say i can pop over a bit later this afternoon if ive missed her call i simply ring back or she has probably left a message, simple.

Now do it the other way some company takes the call i now have to log in to some calendar with username password etc to see if anything has been booked in to quote to find someone has booked an appointment when i want to be out earning or perhaps somethings come up i then have to log in again to let the other person know i cant do certain times etc, it just becomes a ball ache for something that is so simple.

Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:25:43 pm
No probs - Degee what percentage of work is commercial?
Title: Re: Opinions please....
Post by: deeege on October 16, 2013, 08:34:13 pm
No probs - Degee what percentage of work is commercial?

It varies but overall in the region of 70/30 commercial/domestic. Why you ask?
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:36:40 pm
Um been so wrong for 3 years dealing with over a million records every year? thanks Degee, not sure what me clients would say if they couldnt see what whats going on with calls................um  Degee I have to HAVE to use a system that clients can see, do you not see? You need a CRM Im dealing with 100s of 1000s of records
Title: Re: Opinions please....
Post by: p1w1 on October 16, 2013, 08:38:29 pm
Um been so wrong for 3 years dealing with over a million records every year? thanks Degee, not sure what me clients would say if they couldnt see what whats going on with calls................um
you really do talk some poope
Title: Re: Opinions please....
Post by: roundbuilder on October 16, 2013, 08:39:52 pm
Kt1 havnt you got any ironing to do??? Or anything thats usefull??
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:44:06 pm
Ew youve popped up again Mick, what do you have to say about data management
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:46:16 pm
"pocket expert" how do you suggest Mick I manage over 1000000 contacts a year would be interested
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:49:25 pm
P1 - I cant even be bothered to finish your user name, your posts have been amazing ( oh crumbs cant remember any of them) :)
Title: Re: Opinions please....
Post by: roundbuilder on October 16, 2013, 08:51:29 pm
Ew youve popped up again Mick, what do you have to say about data management
Nothing coz i dont need it. keep it simple is my moto.
Title: Re: Opinions please....
Post by: roundbuilder on October 16, 2013, 08:53:18 pm
"pocket expert" how do you suggest Mick I manage over 1000000 contacts a year would be interested

Are you on th wine again???.
Why would i care how you look after you 0000000000 contracts a year im not interested.
Title: Re: Opinions please....
Post by: p1w1 on October 16, 2013, 08:54:29 pm
P1 - I cant even be bothered to finish your user name, your posts have been amazing ( oh crumbs cant remember any of them) :)
probably not cause your generally drunk judging by your post
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:55:02 pm
Just talk to Mark Mick at whizz bizz Im out
Title: Re: Opinions please....
Post by: roundbuilder on October 16, 2013, 08:56:24 pm
Just talk to Mark Mick at whizz bizz Im out
I do thanks and bye then.
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 08:56:39 pm
Hopefully yes P1
Title: Re: Opinions please....
Post by: PoleKing on October 16, 2013, 08:58:35 pm
"pocket expert" how do you suggest Mick I manage over 1000000 contacts a year would be interested

1,000,000 contacts?
I see you're not 'limited'
Do you mind if I ask if you're VAT registered?

Regards, Darren
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 09:01:27 pm
Darren I pay a license to access data, so im dealing with counties that have maybe 45000 records a piece, nothing to do with being ltd, its just a service I buy into, nothing major, not sure about the VAT reg or LTD stuff whys that Darren?

LTD - Liquidated damages to be ascertained............ Profit share, but you can take I believe upto I dont know I been told two stories by two different accountants, 32k/43/K but your initial earnings are around 7K
Title: Re: Opinions please....
Post by: PoleKing on October 16, 2013, 09:03:59 pm
Each to their own...
Title: Re: Opinions please....
Post by: TheWindowManChris on October 16, 2013, 09:27:13 pm
I must admit I have started to look at this as line with doing larger operation.

Where you would have access to Phone/Laptop/Application which had all your jobs and they be added as and when and customer would call in and you would be booked into appointment on a free time.

I know ALOT big companies do this with Traveling guys such as Drivers.  They book you to collect parcel at 12pm as they know you be just driving to next point. 

What would be useful is just taking details and explaining basic of the product and service and then converting it into appointment.
Title: Re: Opinions please....
Post by: deeege on October 16, 2013, 09:37:17 pm

LTD - Liquidated damages to be ascertained............ Profit share, but you can take I believe upto I dont know I been told two stories by two different accountants, 32k/43/K but your initial earnings are around 7K


What the....?  I don't even......?

Nope I give up. Could someone please translate the above, thanks in advance.
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 09:42:24 pm
What dont you get degee?
Title: Re: Opinions please....
Post by: deeege on October 16, 2013, 09:44:51 pm
Re-read the bolded sentence. Does it make sense to you?
Title: Re: Opinions please....
Post by: KT1 on October 16, 2013, 10:05:45 pm
Are you asking about a LTD company youve confused me now
Title: Re: Opinions please....
Post by: H20cleaning on October 16, 2013, 11:30:27 pm
well that escalated quickly.

why doesn't everyone divert there landline calls to their mobile and buy a Bluetooth headset ??? wouldn't you rather stop cleaning for 2 mins every few hours rather than pay someone to do such a easy job!!
Title: Re: Opinions please....
Post by: mark dew on October 16, 2013, 11:53:32 pm
well that escalated quickly.

why doesn't everyone divert there landline calls to their mobile and buy a Bluetooth headset ??? wouldn't you rather stop cleaning for 2 mins every few hours rather than pay someone to do such a easy job!!

Yes absolutely. For us sole traders it is a ridiculous thought to complicate something so fundamental to our existence.

But for larger operations it would probably be better received. This type of service could also be an option for anyone going away on holiday for awhile and couldn't be contacted directly.

Friendly advice for kate, keep posting cos I like reading them (and the reactions make me grin).  :)
But i'm confused about where the sentence about ltd companies came from? Have I missed something?
Title: Re: Opinions please....
Post by: deeege on October 16, 2013, 11:54:39 pm

H20 cleaning,

Can you imagine what some on here would speak like on a telephone, after knowing how negative some of them are ?

Read the thread again Archer.

Becci asked for opinions on her idea and the general consensus was that the service was not needed. She got some good feedback both for and against.

........Then Kate comes stumbling in from out of nowhere and posts a load of nonsense.

No negativity mate.
Title: Re: Opinions please....
Post by: H20cleaning on October 17, 2013, 12:00:00 am

H20 cleaning,

Can you imagine what some on here would speak like on a telephone, after knowing how negative some of them are ?
lol i still dont think a large scale window cleaning business needs someone? I know a guy who has 2 vans 3 workers plus himself and he handles all calls when needed, has around 700 customers and manages fine.
Then for anyone larger than 2 or 3 vans surely already employ someone who could do this?
Title: Re: Opinions please....
Post by: deeege on October 17, 2013, 12:19:59 am
Degree,

Don't need to read the thread again, it was aimed at how negative some people are in general on here, no matter what people post trying to be helpful, and then they come on trying to put others down.

That goes for most threads


Welcome to the internet.
Title: Re: Opinions please....
Post by: colin purewater on October 17, 2013, 07:10:00 am

I wasn't talking about the Internet, I was talking about this forum


Was it only 6 months ago you got banded for
Aggressive and threatening behaviour archer???

If you could let everyone no were you got your
Personality transplant from I'm sure it would make
Ciu a better place  ::)roll
Title: Re: Opinions please....
Post by: colin purewater on October 17, 2013, 09:08:17 am
Nope, not me.. My wife is a accountant
So no need for any advice

Yes I do have kids thanks  ???


Please stop ringing me Chris  very busy today
Title: Re: Opinions please....
Post by: Becci Swan on October 17, 2013, 12:34:46 pm
What would be useful is just taking details and explaining basic of the product and service and then converting it into appointment.

Hi Chris

This is the type of service that I was thinking of...

You transfer your calls to us when you know you will be unable to answer, we answer the call "Good morning, Example Window Cleaning Services, Becci speaking, how can I help?" and deal with the enquiry with view to converting into an appointment - of which we have experience in from our commercial telesales service.

With regards to knowing your availability a Google calendar is only one option available. You guys must have a schedule for your week written down somewhere - even if you just provide us with a scanned copy of (legible) handwriting, we can then know when you will be free and can text you the details as soon as it is booked.

At the end of the day we provide you with a basic spreadsheet showing who called, when, reason for their call and the outcome.

I am not trying to over-complicate things, just trying to ascertain whether this is a potential requirement that I could provide a solution for.
Title: Re: Opinions please....
Post by: AuRavelling79 on October 17, 2013, 03:13:04 pm
Not for me Becci, but thanks anyway.
Title: Re: Opinions please....
Post by: robbo333 on October 17, 2013, 05:37:36 pm
I think there may be an opportunity...
I did some leaflet drops over the summer (5,000 a time) and the response was good.
I'm a one-man-band and I found that handling all the calls was a pain. It interrupted my workflow and you obviously need to write people's details down (which takes time). I could have used an answerphone but didn't want to risk losing a potential customer; leaflets and distribution aren't cheap!
Big companies employ people to answer the phone, but as a sole trader I would rather spend my time cleaning and earning.
I think if I was doing a big sales drive, then perhaps I would employ the services of someone to save me the time of being on the phone.

Title: Re: Opinions please....
Post by: gary mcd on October 17, 2013, 06:06:17 pm
Agree with robbo333.

It's a good idea for when you have a sales drive on, but day to day don't know if it's needed.
Title: Re: Opinions please....
Post by: Crystal-clear on October 17, 2013, 07:09:04 pm
basically you might get somewhere per calls answered im not sure if people would pay a flat rate as all day they might get 1 call so say 8 hours x £3 thats £24 spent and maybe the customer was just a £6 front or maybe no calls at all.

but again maybe its something that might work for larger window cleaning companys who do get alot of calls that said at £3 per hour it would be worth answering and doing there admin maybe 30+ calls a day for £24 thats at least a 50% saving on an in office admin girl!
but i dont think it would be worth your while answering and setting up 30 calls for £24 a day it would surely get in the way of things and become more of am annoyence then a nice little add on :)
Title: Re: Opinions please....
Post by: TheWindowManChris on October 17, 2013, 07:52:45 pm
I pay 77p a call for somebody call me to my Answering Service.

I don't get charged for Sales Calls however the same company if I need to could do Appointment Setting but I just need to pay a Set Up fee.
Title: Re: Opinions please....
Post by: Frankybadboy on October 17, 2013, 09:36:08 pm
Degree,

Don't need to read the thread again, it was aimed at how negative some people are in general on here, no matter what people post trying to be helpful, and then they come on trying to put others down.

That goes for most threads


Welcome to the internet.
you upset archer again

archer deleted his post :P :P :P
Title: Re: Opinions please....
Post by: Crystal-clear on October 17, 2013, 09:39:21 pm
I pay 77p a call for somebody call me to my Answering Service.

I don't get charged for Sales Calls however the same company if I need to could do Appointment Setting but I just need to pay a Set Up fee.
Cool what's your weekly bill £2.50?
Title: Re: Opinions please....
Post by: TheWindowManChris on October 17, 2013, 09:52:53 pm
I pay 77p a call for somebody call me to my Answering Service.

I don't get charged for Sales Calls however the same company if I need to could do Appointment Setting but I just need to pay a Set Up fee.
Cool what's your weekly bill £2.50?

I handle about 20 calls a week from customers.  Not many but still decent.
Title: Re: Opinions please....
Post by: Mitchellmoxo on October 17, 2013, 10:26:49 pm
Becci, you can happily answer all my PPI calls, advertising calls, injury claim calls etc
Lol you forgot the dreaded yellow pages calls!.

Yellow pages crack me up.

http://www.youtube.com/watch?v=knH51LX1e8Y

I actually think this is the guy that I deal with lol
Title: Re: Opinions please....
Post by: paul13 on October 19, 2013, 12:54:12 pm
Seen this advert,
http://www.ereceptionist.co.uk/
Title: Re: Opinions please....
Post by: TheWindowManChris on October 19, 2013, 01:12:01 pm
Seen this advert,
http://www.ereceptionist.co.uk/


I know a guy who used them and he said it they say its £9 but they add fee and etc onto the bill.