How Available is Your Small Business to Your Customers?

by Ralph Gregory
8/27/2014 11:41:34 AM

The 80/20 Rule For New Businesses

80% of new business leads go the 20% of companies that provide connectivity at the point of first contact. When responding to your prospects’ needs the 80/20 rule means responding immediately to their inquiries with relevant information, or risk them taking their business elsewhere.


In today’s digital age, consumers let their “fingers do the walking”. They perform online searches and sort down to the 2 or 3 companies that are likely to provide the product or service for which they are searching. Looking for quick answers to their main point, they likely want to engage in an online chat with someone immediately or to pick up the phone and speak directly with a representative.

So what happens when customers get your company’s generic voicemail requiring them to leave a message? They move on. “Please call back during normal business hours”? They want information now and will move on. The company that follows the 80/20 rule and answers customer queries through a live platform with a knowledgeable, capable and friendly person is the company that is most likely going to get the business. Look at companies like Zappos; whether looking for product availability, information regarding their services, or general customer service, their customers have numerous options to receive immediate attention.

What if my Small Business Doesn’t Have the Resources to Provide 24/7 Live Support?

Consumers don’t have the expectation of 24/7 live support for all businesses. Your prospective customers aren’t put-off by reaching a voicemail message late in the night or on a weekend. They do, however, expect that voicemail to immediately provide relevant information. Voicemail greetings that provide specifics as to when their query will be resolved, such as, “please leave your name and contact number and we’ll call you back in the morning of the next business day,” instill the confidence your customer is looking for to ensure they’ve chosen the right company for their needs. Statements such as, “your call is important to us,” or, “our normal business hours are…,” only irritate the consumer and push him or her toward the next company in their search queue.

Simply letting your customer or potential customer know that you value their business and are committed to resolving their pain point can be the difference between gaining - or losing their business.


How does your business adhere to the 80/20 rule? Let us know in the comments! 

Additional Resources to Help Grow your Small Business

White Paper

How Mail Services and Professional Addresses Help Entrepreneurs Succeed

In today's mobile economy, digital entrepreneurs often work from varying locations. While this can help save money and increase agility, it comes with one big drawback:

Read More >
White Paper

Virtual Assistants Provide a Competitive Edge

Countless small business owners rely on remote assistants or offsite receptionists to help with critical organizational duties. While some are content to offload simple tasks to self-employed, stay-at-home support people, others demand more comprehensive services...NULL

Read More >
White Paper

Virtual Assistants & Remote Assistants: A Comparison

While the traditional virtual assistant is likely to work from home, an executive-level virtual assistant is part of a greater brick-and-mortar presence. This fundamental difference opens the door for extensive training opportunities that broaden the professional's support capabilities.

Read More >
White Paper

Overview of Virtual Offices, Executive Suites and Co-Working Spaces

Work has changed. In an age of instant communication, cloud-based applications, and workplace versatility, the era of the traditional office culture has come to an end. Providers of virtual offices, executive suites and co-working spaces have effectively liberated the nation’s work culture, adding dynamic and energizing new choices...

Read More >
White Paper

Part 1 of 4: Introducing the SBA

For entrepreneurs and small business owners, navigating the tricky terrain of creating a sound business plan, forecasting for growth and developing an operative growth strategy can be a major challenge. Fortunately, American entrepreneurs and operators have access to one of the most effective resources in the worldwide market...

Read More >
White Paper

Part 2 of 4: Starting a Small Business

Navigating the complex terrain of creating a sound business plan, forecasting for growth and developing an operative growth strategy can be a challenge for entrepreneurs and small business owners. Fortunately, American entrepreneurs have access to one of the most effective resources in the world via the Small Business Administration (SBA).
... Click to read more

Read More >
White Paper

Part 3 of 4: Managing a Small Business

Congratulations! You have gotten your small business up and running. Now what? This part of our four-part series on leveraging the Small Business Administration to help you launch and manage a small business will focus on the operational aspects of running a business. Whether you need leadership strategies, day-to-day decision making skills
... Click to read more

Read More >
White Paper

Part 4 of 4: Marketing, Sales and Contracting

Understanding marketing and sales as well as the technical complexity of our Internet-driven society gives entrepreneurs a distinct advantage over the competition. This final segment of our four-part report will take a deeper dive into the logistics and philosophy of marketing and sales and their impact on your business success.
... Click to read more

Read More >
White Paper

DIY Marketing Tools

If a business isn’t marketing, its potential customers are not finding it. Small to medium size businesses often struggle with spending hundreds of thousands of dollars on marketing. New DIY marketing tools, however, have eliminated the need to spend astronomical amounts on online and traditional marketing. These tools
... Click to read more

Read More >
White Paper

Virtual Office For Legal Professionals

Law firms (large and small) and solo legal practitioners alike can use virtual office services and spaces to run their entire legal operations or as a supplement to a home office or traditional brick-and-mortar offices. Virtual office services can be particularly useful during trial preparation
... Click to read more

Read More >
White Paper

Finance & Tax Professionals

Finance and tax professionals, whether they work solo or as part of a larger firm, can use virtual office spaces and services to stay on top of their workloads, especially during the busy tax season. Professional virtual office spaces can be particularly useful when back-to-back client meetings are necessary...

Read More >
White Paper

Traveling Entrepreneur

As business people and entrepreneurs continually strive to grow their business, doing so frequently involves traveling around the country to attend networking or tradeshow events, meeting clients and prospects on their own turf, and getting some face-time with colleagues, contractors or employees who may operate in a remote location. Preparation
... Click to read more

Read More >
White Paper

Virtual Office Eguide

Have you ever wondered why some small businesses are successful and others are not and what do these successful companies do to gain an edge over their competition? Through our years of experience
... Click to read more

Read More >