spidey983
New Contributor
I would appreciate any advice.
My business supply articles, web contents and provide other forms of writing services depending on what our clients need. I have around 10 employees working for me. Will increase to 15 within the next 6 months. Right now I have more customers than I can handle.
I answer the phone myself because those calls are either from existing clients or potential clients. Needless to say, clients are the lifeblood of my business. This is why I answer the phone myself. Problem is I have to sacrifice my freedom if I have to answer the phone and serve customers. And they are really just asking simple questions that anyone can answer. Almost all phone calls will end with me saying ‘Please email us the details and we will take it from there’
After I received the details of the Order, I will assign the writing task to one of my guys. No work will be done for a client until at least half of the total fee is paid. The balance will be paid immediately upon completion (delivery after payment made). I have to check our company bank account or paypal account.
Any complaints/dissatisfaction will come back to me. I will then get one of my guys to fix the problem and then resend to the client.
To be Fastlane, I need to automate this process.
This is what I am thinking:
1. Hire a telephone operator
- I don’t want to hire a full time receptionist. That would cost me at least 35K a year.
- I might want to outsource it to a telephone answering service in India but afraid that would turn into a disaster. Or maybe the telephone operator will direct my clients elsewhere
2. Make one of my writers a manager
- Any problems?
3. Make our website a compulsory part of the process for customer (right now 20% of customers go directly to the website to pay and upload details)
- will lose some customers if I do that
If I get this done right, my business will run by itself and income will be 80% passive. And I’ll have more time to get more customers or start new businesses.
My business supply articles, web contents and provide other forms of writing services depending on what our clients need. I have around 10 employees working for me. Will increase to 15 within the next 6 months. Right now I have more customers than I can handle.
I answer the phone myself because those calls are either from existing clients or potential clients. Needless to say, clients are the lifeblood of my business. This is why I answer the phone myself. Problem is I have to sacrifice my freedom if I have to answer the phone and serve customers. And they are really just asking simple questions that anyone can answer. Almost all phone calls will end with me saying ‘Please email us the details and we will take it from there’
After I received the details of the Order, I will assign the writing task to one of my guys. No work will be done for a client until at least half of the total fee is paid. The balance will be paid immediately upon completion (delivery after payment made). I have to check our company bank account or paypal account.
Any complaints/dissatisfaction will come back to me. I will then get one of my guys to fix the problem and then resend to the client.
To be Fastlane, I need to automate this process.
This is what I am thinking:
1. Hire a telephone operator
- I don’t want to hire a full time receptionist. That would cost me at least 35K a year.
- I might want to outsource it to a telephone answering service in India but afraid that would turn into a disaster. Or maybe the telephone operator will direct my clients elsewhere
2. Make one of my writers a manager
- Any problems?
3. Make our website a compulsory part of the process for customer (right now 20% of customers go directly to the website to pay and upload details)
- will lose some customers if I do that
If I get this done right, my business will run by itself and income will be 80% passive. And I’ll have more time to get more customers or start new businesses.
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