Grow Your Business

 girl-with-phone

Whether you are kick-starting your business or you are already well-established in the market, Zeb PA has the answer to make sure your company keeps growing. After all, what business is not in the market for expansion? By using our telephone answering service you can ensure that you will not miss a call again; enabling business growth daily.

Zeb PA, the answering service and outsourcing company, look after businesses across the spectrum. From roofers to surgeons, with a rate of 98.9% of calls answered. Our client portfolio consists of more than 700 companies with 80% of them made up of small enterprises with only 1-5 staff members.

Dealing with a constant flow of phone-calls can be extremely time consuming for somebody who is trying to generate business in all avenues. Zeb PA can manage this for you with our trained virtual PA’s – we can be the voice of your business. Taking calls as if we are sitting in your reception. From diary management, new enquiries and deterring unwanted sales calls, we can save you precious time in your day to concentrate on the growth of your business, all by answering the phone for you.

With a personalised service for each and every company, we can provide excellent customer care to all your current and potential customers. You may be asking yourself, ‘I already have a receptionist, how could I benefit from this?’ Of course your receptionist is able to handle calls coming in, but there is only so much one person can do. Any calls that would go unanswered due to phone lines being engaged, we can answer for you. What does a customer hate more than trying to speak to somebody and being sent to voicemail, or not being able to get through at all after numerous times? A recent survey, (2015 Aspect Consumer Experience) revealed that 76% of consumers say they view customer service as the true test of how much a company values them. Having a voice at the other end of the phone for each of your customers will show reliability in your company, help you maintain great relationships and keep the level of customer service at the standard you require.

Zeb PA – growing your business with every call that you might otherwise have missed.

Kirsty Summerford – Zeb PA

Don’t Forget to Keep the Main Thing the Main Thing

Main thing

In the words of Brigadier General Gary E. Huffman, “The main thing to remember is, the main thing is the main thing.”

in military operations  this related to “mission creep” but it is just as apt in the world of business. Essentially, it means concentrating on your core business and not being distracted by other opportunities that end up taking resources away from your main money making activity.

If your core business is no longer profitable then naturally it may be important to consider diversification, but it may be better to refocus.

Back in 1990, Harvard academics C. K. Prahalad and Gary Hamel identified the need for businesses to concentrate on their “core competencies”. This means a roofer is better off sticking to roofing and not getting involved in general building, or it might not be a good idea for a security company who are known for only supplying personnel to offer equipment as well.

This idea has been taken further since the early 1990s, as large firms began to outsource parts of their business to other companies. These activities were usually those that did not generate any revenue in themselves. These included customer service call centres, delivery, and IT. As these activities consumed resources, such as management time and money, it made sense to hand these over to another company with expertise in that field.

Outsourcing leaves businesses free to concentrate on doing what they do best, and in recent years small businesses have also been able to benefit from all the advantages that it offers. These include:

 

  1. Freeing up time, for both managers and existing staff
  2. Keeping costs down by reducing overheads
  3. Allowing flexibility and agility in times of rapid change and uncertainty

 

But it is also important to remember that the right outsourcing firm is chosen. Their values need to be your values, and their vision must be aligned with yours. Attention to detail and customer service might be two of these of these values, for it’s almost certain they form part of your main thing.

Are All Your Eggs in One Basket?

Eggs in basket

 

Eggs come in all different sizes but pretty much the same shape. But it doesn’t really matter whether they’re from ostriches or wrens, if they’re all in one basket then you need to watch that basket.

 

If you’re running a business, no matter how small, you need to manage and minimise risk. You can’t eliminate it completely, of course, as all entrepreneurial activity involves risk.

 

You can take out insurance, but this will only protect against certain types of risk. Your terms and conditions may be cast iron but they can’t cover all eventualities. One of the biggest risks is not having a broad enough spread of customers.

 

It’s a tremendously exciting moment when you land your first big client but it’s important not to neglect your other clients as a result. However, it’s almost a given that once you’ve been in business for some time the Pareto Principle will begin to assert itself. The Pareto Principle is more often known as “The 80/20 Rule”, and in this context it usually means that 20 per cent of clients generate 80 per cent of your turnover.

 

The greatest fear will then be the loss of one of those big clients. Large clients know this, and they may try to take advantage of the fact. How then, do you reduce your exposure to this level of risk?

 

  1. Quantify your level of risk. How much is that big client paying you?
  2. Look after that big client, provide exceptional service, dovetail into their business, and they’ll find it difficult to leave.
  3. Never stop marketing, and aim to recruit new clients to the value of the big client as soon as possible.
  4. Do everything right. Pay attention to detail.
  5. Don’t take your eye off the ball and avoid complacency at all costs. In the words of Emil Gumbel, the German statistician, “It’s impossible that the improbable will never happen.”

 

But remember, that big client chose you because of what you do. Others will too.