3 Phone Features Small Businesses Cannot Live Without

First impressions count, especially in business. Setting up (or adding) only a few key phone features can make any size business look and sound more professional overnight, while ensuring that customers reach you when they need to. With so many features to choose from, we narrowed down our top 3.

1. Call Forwarding

With Call Forwarding, you can forward calls to another phone number (including a cell phone or home number) so you never have to worry about missing an important call.

You can set up rules, menus, and queues based on your needs.

Call Forwarding categories include:

- All Calls
- When Busy
- Do Not Disturb
- No Answer
- Selective Forwarding
- When Out of Service

With Call Forwarding, you can also choose to have calls blocked all together, or sent directly to voicemail.

2. Auto Attendant

An auto attendant acts like a virtual assistant and replaces the need for an actual receptionist or operator. It automatically greets callers and directs them to the right person or department by simply pressing a button.

For example: for Sales, press 1; for Support, press 2; to dial by name, press 3.

You can customize your auto attendant with a number of options.

- Dial by name directory
- Dial by extension directory
- Transfer to user
- Transfer to a user’s voicemail
- Transfer to another Auto Attendant

You can set up multiple auto attendants, including an auto attendant for employees.

For example:
To speak with John, press 1.

Once the call is transferred, a second auto attendant can be set up with additional options.

To leave a message, press 1; to reach me on my cell, press 2; to speak with someone in Support immediately, press 3.

Benefits of an Auto Attendant:

- Look bigger and sound more professional
- Replace the receptionist and/or operator
- Route calls efficiently and effectively
- Customize (set up separate auto attendants for business hours, after hours, and holidays)
- Record directly from your phone or upload a pre-recorded greeting

3. Find Me Follow Me (also referred to as Mobile Office)

With Find Me Follow Me, your office doesn’t have to be restricted to your main place of business. This powerful feature allows your employees to receive calls anywhere, anytime and from any device while still connecting all of your employees under one corporate phone system. Calls can be routed to a cell phone, another number (like a home office or hotel room), or another person (like a receptionist or a co-worker). You can even customize how you receive calls by day, time and even caller.

Benefits of Find Me Follow Me:

- Give out one number and work from anywhere without missing a call
- Keep your cell phone and home numbers private
- Customize how you receive your calls by day, time, and even caller
- Have calls ring to multiple phones at the same time or in an order of your choice (for
  example: ring your cell phone first, and then your home office).

TouchTone Business VoIP phone service arms customers with powerful calling features like these to help them run their business more efficiently. 

Spring Cleaning Your Customer Marketing List

Warm weather means more than just a clean house, it also means spring cleaning for your business. And one item on your checklist should be cleaning your marketing list. 

As important as it is to have a customer marketing list (or prospect list), it is just as critical to

make sure that you have a clean one. This means removing people who do not read, or are no longer interested, in getting your emails or advertisements. You should clean your customer list at least twice a year.




This includes removing 

• Duplicates
• Inactive customers. Take off customers who are no longer active customers. Save that list separately for any future win-backs programs.
• Unsubscribes. Most email marketing providers will automatically remove people who have unsubscribed from your marketing list, however, it’s also important to update any internal databases and/or lists you may have.
  
  

A clean list means

• Fewer (spam) complaints. 
• Better return on your marketing dollar and efforts – many email service providers charge you based on the size of your customer list. 
• Higher engagement. People who get your emails and advertisements actual want to hear from you. 
• Better brand image.

Happy cleaning!

Increase Sales Without Spending a Lot of Money

One of the easiest and most inexpensive ways to increase sales is to keep your current customers happy. Sounds pretty obvious, right? However, as simple as it seems you'd be surprised by just how many companies don’t  execute a retention strategy.  If you haven't already implemented a retention plan or are looking to improve the one you already have, we've included a few simple and effective tactics.

3 Reasons Why to Implement a Retention Strategy Today

• It is 6-7 times more costly to attract a new customer than it is to retain an existing customer.  (White House Office of Consumer Affairs).
•  A 2% increase in customer retention has the same effect as decreasing costs by 10%. (Leading on the Edge of Chaos, Emmet Murphy & Mark Murph).
•  Depending on your industry, reducing your customer defection rate by 5% can increase your profitability by 25-125%. (Leading on the Edge of Chaos, Emmet Murphy & Mark Murph)

Simple & Effective Customer Retention Strategies

• Start a VIP Program. VIP programs make people feel special and give them a sense of status. Identify top customers and offer them specialized services, special promotions, incentives, or exclusive access to new products and services. 
• Exceptional Customer Service. Fact: 89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report). Besides having representatives that are knowledgeable and courteous, it is also important that your customers can reach you when they need to. Advancements in technology offer businesses of any size (big or small) the ability to look bigger and sound more professional overnight. If you don’t already have a business VoIP solution installed in your office/business, it’s time you looked at some of the benefits it can bring – such as cost savings and Fortune 500 calling features such as Virtual Receptionist, Voicemail to Email and Find Me Follow Me (which allows your customers  to reach you anytime, anywhere and from any device).
• Implement customer feedback surveys. Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service. (Accenture global customer satisfaction report 2008). Surveys can help you find out what your customers’ expectations are, what you are doing well, 
• Start a blog. A blog can be a great place to not only keep your current customers happy, but also attract new ones. Everyday people search the Web for answers – become an expert in your field. Cover topics that your audience would find of value and become the 'go-to-guy' in your industry. 
• Build relationships through social media. These days, people are glued to their computer screens and smartphones. You can use this opportunity to connect with your customers through social media venues like LinkedIn, Twitter and Facebook. You can post things such as company news and pictures, promotions, tips, and contests.
• Referral programs. Start a program that rewards both your customers as well as their referrals. Show your customers that you not only appreciate their business, but that their referrals make a big difference in your business as well. 

Why SMBs are making the switch to Business VoIP

Many SMBs and home offices are walking away from their traditional phone service (AKA POTS) and embracing VoIP for its functionality and ability support their growing (and demanding) business needs.

Traditional phones systems can be complex and expensive. VoIP technology allows companies to cut costs, make offices and employees more efficient, and simplify IT management. Business VoIP delivers a complete office phone system including voice, dozens of Fortune 500 features, and IP phones for one low price (depending on your needs, many providers offer both an unlimited calling and metered/pay per minute plans).

How Business VoIP Works

Business VoIP is a hosted PBX solution that uses the Internet to transit calls. VoIP technology converts voice into little packets of data so that it can be sent over the Internet using high-speed or fiber connection.

Why Businesses are Choosing to Make the Switch

Saves money!
Saving money does not only mean getting great deals and discounts. It also means making smart business decisions that can save you more (both money and headaches!) in the long run.
 

• Lines and Service Fees - Business VoIP uses the Internet to transmit calls, which is significantly cheaper than standard phone lines (which average $50/per line per month). This doesn’t include any hardware or maintenance fees. With a business VoIP solution you’ll typically pay $24.99 per extension per month for an unlimited calling plan (and as low as $12.99/month for a metered plan), and $34.99 for unlimited calling and rental of an IP phone. 
• Hardware - Voice is provided over an IP backbone ("the cloud"). Since both the service and PBX are fully managed (“hosted”) off-site, companies don't have to install and manage complicated and costly equipment.
• Support and maintenance fees – Since the PBX does not reside at the customer’s location, any upgrades and updates are automatically provided by the service provider in the background so there aren't any costs to you.

Scalability
VoIP grows as your business grows.  Unlike traditional phone service, VoIP allows you to quickly (and inexpensively) add or remove users (lines), and enable and disable features as needed. While cost savings is a motivating factor for making the switch, business VoIP also allows businesses to connect remote employees and multiple locations under one calling group.

Features
Business VoIP delivers big business presence on a small business budget. You don’t have to break the bank to receive dozens of Fortune 500 features like Find Me Follow Me, Auto Attendant, Hunt Groups, Conference Calling, Hold Music, Time of Day Routing and much more. Even the smallest companies can look bigger and sound more professional overnight.

Conclusion
Many companies have already adopted VoIP technology to lower their overall office expenses, for its ability set up quickly and easily, and for its flexible configuration. We understand though that it can be difficult to make the switch to something unfamiliar. If you have any questions about business VoIP, one of our VoIP Specialists will be happy to assist you. To speak with a VoIP Specialist call 1-800-900-5474, or e-mail business.support@touchtone.net. 

Proverbs to Live by in Business

5 Ways to Kill a Business Deal

He who fails to prepare, prepares to fail.
Let’s face it, ‘winging it’ hasn’t worked since high school and even then I can recount the numerous times I’ve flopped a big presentation or bombed a quiz because I wasn't fully prepared. When it comes to business lack of preparation only leads to embarrassment, angry customers, and empty pockets.

VP of Sales Ken McCormack says it best, "Don't bring a knife to a gunfight." First impressions count so always put your best foot forward. Whether you are sending out a quote or attending a sales meeting, sometimes you only get one chance to make or break a sale. It is important that you not only understand your customer's needs, but also address any potential concerns. When you are prepared, you appear more professional, intelligent and competent.

For example, if you are meeting with a CTO or CIO, make sure you bring a sales engineer; if you are meeting with a Fortune 500 company, then bring your VP. Use your resources as a competitive advantage.

He who asks is a fool for five minutes, but he who does not ask remains a fool forever.
Kids are question-kings and masters of nagging. They are resilient and will stop at nothing until they get what they want. So what happened to that courage, that no holds barred, ask anything attitude? Now, as adults, we’d rather spend countless hours spinning our wheels and coming up with excuses rather than to simply 'just ask'. So why the hesitation? For some it may be fear of rejection or embarrassment, and for others, just plain ego. Regardless, I bet for every ‘no’ you've received, you've received triple, if not quadruple, the yes’es. So the next time you want something or have a question, what’s the harm in asking? Asking is a skill that functions like a muscle. The more you exercise it, the stronger you get.

The early bird catches the worm.
Does ‘I’ll do it tomorrow’ sound all too familiar'? Don’t let procrastination run your life. Success comes to those who act on what they want today, not tomorrow. Some opportunities are only available to the first competitors.

Honesty is the best policy.
Don't make promises unless you can keep them. Reliability is critical to any good relationship. It is important that you deliver on your promise and if you cannot for any reason, address the situation (be honest and upfront no matter how difficult it can be), and determine why you failed so it can be prevented in the future.

Do unto others as you would like them to do unto you.
Treat others as you would like to be treated. Respect is perhaps the most important component in any successful relationship, whether business or personal. Respect is not given, it is earned.

Read more articles from TouchTone's Partner Newsletter

8 Tips For An Effective Business Plan

Becoming a successful entrepreneur is a dream that many of us go-getters aspire to reach. This journey in building a successful business can be exciting, yet at times can also be troublesome. Building your own business is most definitely a risk; but if done correctly, your business can be a successful one. 

Let me introduce you to MaryEllen Tribby, a business consultant who has coached some of the most successful entrepreneurs, such as New York Times best-selling author, Michael Masterson. 

Her many years of experience in the corporate world and passion for a successful life have motivated her to write an informative book, Changing the Channel: 12 Easy Ways to Make Millions for Your Business. Aimed at helping entrepreneurs looking to develop and grow their business, Tribby suggests that in order for a business to be successful, one should create a solid business plan. 

"I know so many entrepreneurs and business owners who make excuses for all the failures within their business. Sadly, so many of those failures could have been avoided with the construction of an effective business plan," states Tribby on her website.

Most people agree that creating a solid business plan is important, however, sitting down and actually doing it seems to be a weak spot for many business owners.  

Business Plan Development Tips

1. Execute A Summary- The summary is usually followed by the title page. This summary should consist of a general synopsis of your business plan. The summary should be able to tell the reader what it is that you want. Don't worry, you don't have to make the summary lengthy like a book; that's why it's called a summary! It should be no more than one page and should be put together in a professional and businesslike manner. 
2. Market Analysis- There are two important things that a market analysis can do. It can familiarize you with all aspects of the industry your business is in. It can also enable you to establish pricing, distribution and marketing strategies which will allow your business to grow in today's competitive markets. Start your marketing analysis by defining the market in terms of size, structure, growth aspects, trends and sale potentials. Before a business can begin and become a successful one, it's crucial to familiarize yourself with the market that you will be competing in. 
3. Company Description- This description should include the nature of your business and the important elements that you believe will make your business prosper. 
4. Organization and Management- In this section, you should include your company's organizational structure, the details about the ownership of your company/business, descriptions of your management team and the qualifications of your panel of experts of board of directions. For any business to be successful, organization skills are extremely important. Sometimes a business can fall apart entirely if it is not performed in an organized manner. 
5. Marketing and Sales Strategies- MaryEllen Tribby emphasizes the importance of creating effective marketing strategies for your business. "This is the lifeblood of your business. Marketing creates customers and customers generate sales." In this section, you should define your marketing strategies. These strategies consist of a wide array of methods that you can apply to grow popularity and sales for your new business. Tribby suggests using both direct marketing (when a customer hears about your product or service directly through a salesperson that is representing your business) and indirect marketing (when a customer learns about your product or service via third part entities, such as internet, newspaper, advertisements, television, radio and/or billboards.) A combination of both direct and indirect marketing would lead your business start up to great success!
6. Service and/or Product Line- This is the section where you describe the product and/or service that you want to sell. State the benefits of your product or service, not the features. You want to tell your customers why they should invest in your product or service. What will they get out of it? 
7. Funding Requirements- Funding is one of the main reasons why businesses fall apart. So be smart, and plan your funding requirements ahead of time. In this section, you should state the amount of funding you will need to start your business. But don't just stop there; also lay out the amount you will need to expand your business. Always think of the next step, especially if you want to be a successful entrepreneur.    
8. Financials- This consists of your company's balance sheet, income statement, annual report and all other indicators. Tribby suggests creating financials AFTER you have analyzed the market and set clear objectives for your business.  

Keep in mind that an effective business plan should always be written more than once, in fact many times. An aspiring entrepreneur, like yourself, should understand that this business plan will evolve and change as you further invest yourself in your business. Marketing strategies can change, environments can change and so can your funding capabilities. So don't put a final stamp on the first business plan you develop, be prepared to create revisions on that plan.

Mary Ellen Tribby is confident that after following these steps in creating your business plan, that sky will be the limit for you! Don't be discouraged if your previous efforts in starting a business did not go smooth. You have this chance to get it right and reach your dream of becoming a successful entrepreneur! All your needed was the right advice from the right person. Forbes magazine, here you come! 

Customer Service Tips For Your Small Business

As a small business owner you know the importance of keeping your customers happy. However, many businesses fail in doing so simply because they don't know how to develop and implement "good customer service" strategies.

Here are some useful tips on how you can apply good customer service strategies that will keep your customers happy and your business booming!

• Identify your target customers- What type of customers will your business attract? Who are they? What are their needs? Start by doing some quality research on your customer demographics. The key to making your customers happy is to understand what they really want.
• Anticipate your customers' future needs- Not only is it important to determine what your customers want now, but also what they will need in the future. This will help generate loyalty and repeat customers. You can find out your customers' wants and needs by:
• Conducting online customer service satisfaction surveys. (Some free online survey sites: http://freeonlinesurveys.com/, http://www.surveymonkey.com/, http://polldaddy.com/) 
• Phone/email survey 
• Product testing- Find out what your customers prefer by allowing them to try free testers or even allowing your employees to do the testing. For example, find out which flavor is in more demand, chocolate or vanilla. Have people taste the flavors and gear your business accordingly. 

Photo courtesy of: http://startupramp.typepad.com/

Click to enlarge:  http://www.touchtone.net/promotions/know-your-customer.jpg

• Don't make promises you can't keep- A lot of the times a business will lose a customer because of unfinished promises. You want your customer to be able to rely on your business and trust that whatever promise you make, you will complete it in a timely manner. For example, imagine if you were promised that your bedroom furniture will be arriving on Monday, but instead arrives on Thursday. You have every right to complain and be one not-so-happy customer. The same applies to your clients and customers. 
• Be a good listener- It's important to hear your customers out. They have a voice too. In addition, listening to your customers will not only help your customer, but will also help your business. Talk about a win-win situation. By listening, you get a better understanding of what it is that your customer really wants. A good practice is to repeat back to them what your comprehension of their needs and wants are; this way you both are on the same page.
• Get your customers to interact with you- Use your social media sites, such as Facebook and Twitter to talk to your customers. 
• Deal with the complaints- You're a business, and you're bound to get a couple of complaints here and there. You can't please all people, but you definitely shouldn't ignore the complaint. This can be a deciding factor of whether your customer is satisfied with your business. 
• Apologize when needed- It can be difficult to apologize sometimes. But remember, you're a business, and every business makes mistakes. If you make a mistake, it's okay, it happens. Just make sure that you acknowledge it and make it right by the customer.
• Answer your phone- You don't want to be that company that rarely answers phone calls. Answering the phone is your biggest advantage. A customer then knows that he/she can rely on your business and that they will always be helped. These days, technology makes it easy to be accessible 24/7. A cool feature offered by many phone companies is Find Me/Follow Me. It allows you to have calls forwarded to anyone and to any device - your place of business, your cell or another person.     

Customer service can either make or break a small business. Customers are not only looking for service, but also value. Show them that your service (or product) does just that by implementing customer service straegies that make them feel unique, and not just another number.