How important is a landline to your business?

How important is a landline to your business?

 After all, almost everyone has a mobile these days.

 The more important question should be, what is the impact on your business if your phone line goes down?

Yes, I understand that email and social media can be used however can they really replace a phone call?

If a potential customer is shopping around, looking for an architect, a locksmith, a financial advisor whatever it maybe, they will more than likely turn to Google (other search engines are available). Once they have found someone, they will reach out make a phone call, if that call is not answered or even worse the number is unavailable then the new client is unlikely to drop an email, to send a message. They are more likely to move down the list to the next business.

That first contact is vital.

Statistically, a new client is far more likely to call a land line number over a mobile number. The image that a land line is connected to a physical office, a building a real thing is still real to a new customer.

How than call is managed be it a traditional physical phone system or a cloud-based system it doesn’t really matter. The fact remains that the actual phone call does.

Let’s talk bottom line here, how much money does a new or returning customer bring to your business? How many other businesses offer the same service as your in your area? If a customer can’t reach you then they will simply move on to the next business and take their money with them.

Perception means a lot in business; companies pay money for virtual offices in high end post code areas of cities. Companies invest in different regional numbers to give the impression that they have a greater reach. How does it look to a potential client if when they call the call goes unanswered or even worse is the number is inactive when called?

Earlier this week GP surgeries across the country suffered phone service issues, with reports of lines being down for hours. Outages were reported in Yorkshire, Home Counties, Warwickshire and Northamptonshire. Some surgeries did turn to social media to spread the word of the issue.

Let’s take a step back for a second.

If you call a doctors’ surgery – to book an appointment, to follow up on an appointment, to check on a prescription and your get no answer, you get a dead phone line. Is your next thought to turn to social media? Or is your first thought confusion, possibly even panic?

The people in the business may know there is an issue with your phone system, some may even be happy feet up on the desk thankful that the phone isn’t ringing. Outside looking in is a different story, a potential piece of business is more likely to take their business elsewhere. The person on the other end could assume that the business is no longer trading. Its not just that one call that is lost but repeat business.

It's not just incoming calls – it’s outgoing – orders need to be placed, clients need to be kept informed, bills need chasing.

So going back to my original question – the answer is VERY important.

This leads to follow up questions.

How does your phone system react if your phone line goes down?

Do you have a system that can detect issues, that can automatically divert incoming calls if there is a problem?

If the answer to either of these questions is no or even don’t know, then you need to pick up the phone (if its working) and give me a call.