We expect doctors to make use of live answering services. Likewise for property management companies. Even real estate brokers, insurance brokers, and other similar professionals use answering services to take calls. What about contractors? Should they follow suit?
Live answering services can benefit contractors as much as doctors and insurance brokers. Truth be told, a lot of contractors already utilize services. Whether it is an HVAC answering service or one that answers calls for plumbers, electricians, or pest control services, it is not hard to find call centers willing to take the work.
If you are a contractor, do you use a live answering service? And if not, what is holding you back? Below is the number one reason you should reconsider your decision. We have included a few additional reasons after that.
The On-Demand Economy Rules
When you boil the argument in favor of a live answering service down to its most fundamental components, you are left with the number one reason for hiring a service: the on-demand economy rules. That’s really it.
Thirty years ago, it would have been unthinkable to call a plumber after hours for anything other than a legitimate emergency that genuinely threatened life or property. Everything else could wait until the morning. But that was a long time ago. Things are different today. Things are different because people are used to the on-demand economy.
The on-demand economy satisfies consumer needs in the moment. When people need something, they pull out their phones and get it. They get it by calling, texting, using apps, etc. The mechanism is less important than actually getting what they want, when they want it.
As a contractor, you cannot expect all your calls during regular business hours. If a customer needs you after hours, there is an expectation that you’ll be available. By hiring a live answering service, you can meet customer needs even when you are not actually on the clock.
There Are Other Reasons
Maybe you’re not sold on the on-demand economy. That’s fine. There are other legitimate reasons contractors use live answering services. One or more of them may apply to you. Here they are:
1. Better Customer Retention
Customer retention is likely to improve if customers know they can get a message to you 24/7. A live answering service makes you accessible, at least to some degree, even when you are not working. Customers appreciate that.
2. Increased Revenue
Not utilizing a live answering service inevitably leads to potential customers going elsewhere. If they cannot call in to at least make an appointment after hours, they will find another contractor. That will cost you revenue. On the other hand, utilizing a live answering service means increased revenue because you are keeping those customers happy.
3. Improved Efficiency
Live answering services do not necessarily have to be utilized only after-hours. You can have your service take your calls around the clock. During the day, you’re more efficient because you are not stopping to answer calls several times per hour. Greater efficiency means more jobs done and more happy customers.
4. Better Customer Service
Customers equate answering calls to good customer service. Even if a customer doesn’t speak with you directly, just being able to speak with a human being goes a long way. Impressions of customer service can improve when a contractor’s calls get answered by a real person.
The phone remains an important business tool for contractors. That being the case, hiring a live answering service to make sure all incoming calls are handled properly and in a timely manner sure pays off. Now you know why.