ADVERTORIAL
FIGHTING FIRE OR ALL UNDER CONTROL?
How are you managing your telephone calls? A case study from Florian Fire & Safety
We live and work in an ‘always on’ competitive world, with increasingly demanding customers expecting the very best in service at a time to suit them. When a missed call is a missed opportunity, busy business people on the go need to be able to get on with the day job knowing they have all bases covered.
When fire fighter Ken Day retired from the Fire Service after 28 years on the front line, he was keen to use his experience to deliver professional fire safety services to businesses large and small.
Now, as Director of B2B consultancy Florian Fire & Safety, based in Shrewsbury, Shropshire, Ken travels the UK and overseas providing risk assessments, fire warden and workforce training and, along with his field service technician, equipment sales and servicing.
Like many people establishing a new business, Ken was faced with the realities of not only delivering the service he loves but managing the tasks that go with running a small business.
Here he explains why he approached Moneypenny back in 2003 and how 12 years later the service remains the backbone to his back office operation.
“My business was relatively new and I was making my first move into the commercial sector. By the nature of the work I do, I am on the road, engaged with clients or at times out of the country. I toyed with the idea of employing a part-time receptionist but realised that while this would be useful in some ways, it would still inevitably leave times when the office and phones were not covered.
“I had tried to rely on answer machines but it wasn’t creating the right impression, people weren’t always leaving messages and it was taking too long to action calls. I had also spent a short time with another telephone answering service, but hadn’t been impressed with their service. Moneypenny was recommended to me and the difference was immediately obvious. I have my own dedicated PA called Tess who is supported by a small team and is still with me to this day – and she knows my business inside out.
“As I am based not far from Moneypenny I have had the pleasure of meeting the team and witnessing first-hand the extraordinary company culture there, as well as the incredible technology they use behind the scenes. I was impressed with the intensive training programme all PAs go through too. It
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takes far longer than I imagined for a PA to be ready to take calls.
“Tess makes sure all my calls are captured 8.30am until 6pm Monday to Friday, although I have the option to extend those hours should I need to at anytime, even to include weekends.
“It’s such a personal service and Tess is fantastic at knowing the right way to handle different calls, from recognising VIP callers and forwarding them straight to my mobile to fending off sales pitches. It’s seamless with my PA providing a very effective and highly professional interface between the caller and our small team. It’s so reassuring and great value for money as costs are based on call volume. I am not paying someone to sit around waiting for the phone to ring but I never miss a call.”
www.moneypenny.com
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