Your phone might ring even after your doors have closed for the day. This is possible no matter what kind of business you run. These calls matter whether it is a customer with an emergency or a client needing last-minute help. The way you handle them can impact your reputation and customer satisfaction. In fact, it can affect the future of your business. Thankfully, you don’t have to stay glued to your phone at all times. There are ways to stay available without burning yourself out. These include the following:
Set Clear Expectations with Your Customers
Make sure your customers know when you are available. Educate them about what to do when they call outside those hours. This can be as simple as updating your website and social media pages with your business hours. Make sure to include information on what to expect after office has closed.
Inform your customers if you offer emergency services. Also, make it clear that you only return calls during regular business hours. Customers are more patient and understanding when they know what to expect. This makes things easier for everyone.
Live virtual receptionist has been trained who answers your calls 24/7 and speak with your customers in a friendly tone. These receptionists also follow your instructions for handling different types of calls. They can take detailed messages and schedule appointments. Indeed, they can transfer urgent calls directly to you. You won’t be missing out on important calls with these services.
Set Up Call Forwarding for Emergencies
You can use call forwarding if you want to be reachable for specific types of urgent calls. This lets you route calls from your business line to your personal phone as long as certain criteria are met. You can also work with your answering service to create a process where only certain types of calls get forwarded to you.
Create a Call Script
Having a clear script for calls made after regular business hours helps ensure that everyone handling your phones knows what to say. You can create a custom script if you ew using a live answering service or a virtual receptionist. This includes a friendly greeting using your business name or a message that explains your current availability. This keeps your communication consistent and professional even when you are not the one answering the phone.
Offer an Emergency Line
You may want to offer a separate emergency phone line if your business deals with true emergencies. The line can be used strictly for high-priority calls and monitored by you or an on-call staff.
Let your customers know that this number is only for urgent issues. Use your voicemail or website to guide them to the right contact method. This approach keeps your personal time more protected and lets you respond quickly to real emergencies.
Use Voicemail Smartly
Make sure your voicemail works in your favor if you do not use a live answering service. Keep your message short and informative. Let callers know when they can expect a response and what to do if they need immediate help. This gives callers confidence that their message isn’t being ignored.
Keep a System for Following Up
Have a system in place to review messages or call logs first thing every morning. This helps you respond quickly to any missed calls and shows customers you care. You can work with your answering service to get detailed reports or have urgent messages sent to you in real time. Staying organized ensures that no one falls through the cracks.
