The polls are open for RN&R's Annual Best of Northern Nevada contest, and we are excited to be in the running! Please show your support for local businesses by voting for at least 10 of your favorites. Just click on the image above to get to the ballot. Thank you for your support.
Please click LIKE below to share your pride in the local economy with your friends!
As a business, Corazon Real Estate is always looking for the most cost-effective way to solve a business problem; for example, how to be ready and available, and sound good, no matter when a phone call is made. "We can’t always be open and still expect to earn a profit (yes, it’s a dirty word, but personal fulfillment doesn’t put the kids through college). As a property management company, we have to be ready to take care of people 24/7/365, because emergencies don’t care what time it is or what I’m doing when you call," remarks Tony Chinnici, Broker/President of Corazon Real Estate.
Most after-hours calls to a property management company have to do with a problem:
Having a professional, consistent answer for that phone call is imperative, helping to set the tone for the conversation with the caller, and it is HARD to find this in the answering service market today.
Tel-Com: What was the breaking point that made you choose Tel-Com?
Chinnici: We worked with another company for years before we worked with Tel-Com. Working with that company began as a good experience, but then over time we started to get more and more negative feedback – like not actually answering the phone! They were less expensive at first, but then their rates jumped and the quality of their work actually diminished. Shopping for a new service began, and I found in my search that Tel-Com has considerable experience, and systems in place, for working with property management companies with a per-company, customized format. The price may not be bargain-basement, but I don’t want bargain-basement service for our tenants and clients. I want a professional presence, and that’s what I have with Tel-Com.
How is your answering service set up?
Corazon Real Estate manually forwards their phones to Tel-Com at 5pm each day, and then manually unforwards their phones at 9:30am each day. Tel-Com operators aim to answer calls by the third ring. As successful real estate agents and property managers Corazon has a high call volume, and the phones really do ring 24/7/365!
"I have never had a complaint about the answering service we use, and in our business, sometimes it almost seems as though people are searching for things to complain about. I appreciate that I can focus on solving problems in our business without having to worry about how our calls are handled while the office is closed." Tony, Corazon Real Estate
Three years ago Mark, owner of Carpet Cops, returned a customer's call only to find that in just ten minutes the competition had already been contracted to handle the $20,000 water damage restoration project. Mark knew it was time for a change. The profit incentive of using an answering service was now painfully obvious.
In the carpet cleaning business it is important to answer the phone right away, but in the water damage business it is mandatory! Carpet Cops handles water damage restoration claims; when these customers call they're in the middle of an emergency and need an immediate solution.
"Using an answering service has added significant sales to my business. In this industry people go through the phone book and just keep calling until they reach someone," comments Mark who was once confident in his ability to return calls right away.
Every business is slightly unique in their reasons for using an answering service. Because carpet cleaning takes Mark and his staff on the road and to residential areas with poor reception, they don't always hear the phone ring or can't have a proper conversation with the customer over the static.
How is your Answering Service set up?
Carpet Cops uses multiple phone numbers to advertise to all the different regions they service; all of these calls are directed to one line. The phone rings four times before the line is directed to Tel-Com, giving Mark the chance to field customer calls personally.
The phone rings four times before the line is directed to Tel-Com, giving Mark the chance to personally field calls from known customers and area codes he recognizes.
If a caller sounds distressed or mentions water damage Tel-Com immediately puts out an APB for Mark: they text him and call his home number until he is reached. This allows the Carpet Cops staff to connect and schedule with customers in crisis.
The addition of Tel-Com has helped Mark manage his time more efficiently. He can easily sort through non-critical messages (sales calls and blind phone solicitations) and return those calls as his schedule allows, while giving him more time to call his actual VIP customers (and his family!) who are calling for service. The other benefit Mark has realized is that most "robo-dial sales calls" never leave a message with Tel-Com!
"I want to thank Tel-Com for helping me grow my business. I receive the critical calls that are so necessary to be responsive to my clients. I want to thank Corrie and the whole group for answering the phone and relaying an exact message which is so important for making my business grow." Mark, Carpet Cops
Tel-Com appreciates the opportunity to work with time-critical businesses like Carpet Cops. We are honored to be your support team! Please contact us for more information about taking advantage of Tel-Com's services.
When a customer calls Barnett Medical Services the matter is urgent. The medical waste disposal industry is highly regulated; waste from medical facilities needs to be disposed of and treated in a limited number of days. Waste removal companies like Barnett Medical Services must answer every phone call and schedule the waste pick-up immediately. Smaller medical facilities are usually up against a deadline by the time they call for waste removal. These clients will face fines if the phone goes unanswered!
Barnett Medical Services met AA Professional Communications (a subsidiary of Tel-Com) over 15 years ago when they were located in the same building. The office staff at Barnett was feeling the stress of customer deadlines as the company grew. Receptionists were tripping over each other answering the phones, and then losing time for the more important tasks of completing the waste disposal job. It was time to try an answering service!
Rich, owner of Barnett Medical Services, noticed the immediate stress reduction in the office. As the phones quieted down the office staff was able to concentrate and complete tasks efficiently. "It would not be cost-effective for me to have someone in-house doing what they do," Rich notes, "Now we use our resources in a more productive manner; they've saved me a lot of money!"
"The answering service is excellent at triaging urgent calls and getting them to me immediately. They keep our communication line accurate, detailed and timely! We are growing at a rate of 30% a year because we communicate with our customers!"
Tel-Com and AA Professional Communications appreciate the opportunity to work with time-critical businesses like Barnett Medical Services. We are honored to be your support team! Please contact us for more information about taking advantage of Tel-Com's services.
Dr. Sasse is a nationally recognized expert in Bariatric surgery, colorectal surgery, minimally invasive hernia and gallbladder surgery, and regenerative wound healing. Dr. Sasse performed the first laparoscopic colon resection procedure and the first laparoscopic gastric bypass procedure in northern Nevada more than 14 years ago. More recently, Dr. Sasse is credited with performing the first daVinci Single Site gallbladder procedure in late 2013.
Anyone spending on advertising is continually wondering if what they are spending is truly driving business. Without some analytics, it’s a perpetual crap-shoot. When Sasse Surgical came to us they were looking for a way to confirm that their advertising dollars were being well spent. We set Sasse Surgical up on our Ad Response Intel System. This program gives a business a variety of local and toll free tracking numbers to put on billboards, digital marketing and print marketing.
Mark Conte, CEO of Sasse Surgical shares his inside tips on how to use the Ad Response Intel System for advertising negotiations and benefiting the bottom line. "We'll give a tracking number to the radio station or advertising company. This way we know exactly where new business is coming from. We can then come back to the advertising agency to lower the cost on the next round of ads, or as justification for not renewing a contract. The other hidden benefit is that the analytics provided give us a monthly report of who called and more importantly what their phone number is and we use this to call every single person back to insure that they’ve received everything from us. It allows us to ensure that we are closing the loop and taking care of commitments.”
The Intel Reports offered by Tel-Com's ARI can shave hundreds or even thousands off a company's advertising costs.
Sasse Surgical has been using ARI for three years. They utilize two to four different phone numbers at any given time. The numbers are easy to reassign for new marketing mediums. Most important, ARI helps Sasse Surgical identify the optimal path for finding the patients who need them most!
Answering Service Successes
Tel-Com gets great pleasure out of boosting the bottom line for its clients. We applaud our clients and their successes. We thank them for allowing us to be part of their team!
Take a look: