Well isn't that a good thing that your getting soooooooo many calls?
Beleave me u think you have it hard
Yes. I've put 2 folks through school. I cook breakfast and dinner, and I work.
turn off your phone and give yourself 2 days I promise it will help
It wont. This tactic will just set me back.
Everybody needs a break sometime or another
Indeed, unfortunately it's the beginning of the season.
Let me solve my own problem, because all I'm receiving is tidbits of irrational information. I have to say thank you Steve, for for a well thought out response!
So here's the problem, right?
The call volume on my phone is "too much". What is too much?
1. The same caller will call my phone with 2-3 numbers within an hour. Leaving me to call each number back - because they can't simply leave a single message and leave it at that.
2. A single caller will leave a voice message on my phone every time they call, as if there first message wasn't sufficient. This creates a problem where all of my calls later on will not come with messages - my voicemail will be full.
3. I do not have a lot of time. I check "canada411.ca" to reverse search phone numbers and where the person resides before I call back, why? Doing this enables me to see if it's worth an extra 5-10 minutes on the phone denying a person service. A lot of numbers aren't registered, so I have to call them back blindly. A lot of time is wasted chasing down the caller(s) and the outcome is repetitive, the outcome is denying service to those outside my area of business.
4. A lot of people including my customers are arrogant. Regardless of how many customers I have, they will always assume I run my business for them individually. They don't see a problem with calling my phone non stop all day until someone answers, while leaving a message along with every phone call.
5. A lot of customers are ignorant, they don't understand that when it rains - there is no service. When it's the weekend, there is no service unless scheduled by me in an advance. They all know this, they just don't give a crap.
With all of the above, we could assume it's the customer who is constantly unaware of how I operate, regardless of being told previously.
Ok, so I can just tell them again, right? No. It's not that simple.
A lot of my customers have their own schedules, they need to be home every time I arrive, or they need a phone call upon my arrival - these are the elderly who want to make sure everything goes according to plan. These customers rely on me to arrive the same time throughout the entire season (impossible). These customers pay money, and telling them the facts over and over again isn't that easy without coming off as an a-hole.
Even by sending out a notice, it will be taken personally to each and every customer. As they would all believe that it's meant for them, and it's sadly true.
Let's go back a bit, what might have caused this problem?
Being friendly and allowing my customers to trust me. I assume they know how good they have it, and aren't willing to lose it - so they call non stop to receive assurance to put their minds at ease.
So I can just be neutral, right?
Being friendly has turned my business into a huge success, it's what my company represents. Unfortunately, the bigger I get the less one-on-one my customers receive and the more unlikely they are to stick around. I'm not pulling a stat out of my arse like most of you on this forum, I've seen first hand that customers would drop me and go with a cheaper service if I lost my friendly approach.
My customers are with me because I am able to show appreciation, while making them feel better than they really are - and we as humans love that. The idea is to win them over by treating them as an idol. It's all about psychology, this method will keep them addicted alone regardless of price - you just need an opportunity to make your move.
If I would become neutral, they will only look at the quality of my work and begin comparing it to the price of my competition. They aren't as afraid to lose my work quality for any cheaper service as you'd think.
Out of all my customers, they are with me for ME, not the name of my business, quality or price. I've done everything I could to stand out and differ from what customers have told me they dislike about my competition. The most difficult part is keeping up with it. It was all great in the past, I've have beers with just about every male customer of mine, not just a handful. I am a true "representative" of my company and have become the face of what makes this business work and what people want.
THE REAL PROBLEM:
It's now very difficult to get any work done, while "keeping face".
Don't worry, I wont let you guys solve this problem either.
Here are a few solutions;
1. Hire an assistant
2. Hire a receptionist
Neither of them will work. A good assistant is an investment (time+money+temper). It's in the process, and nearly impossible to acquire while making it worth it.
A receptionist can only go so far for the dollar I provide. It sounds like a good sacrifice considering my issue, but down here in reality it's a complete loss at the current position my business is in.
The best option, being the most difficult would be to hire an assistant who can take the calls, be the face of the company or the foreman while I'd be able to trust them to do as well as I have done, or better. This solution still has many faults.
The solution above is in progress, it's unfortunate that no one is capable of providing me what I require at this current time. The best I can do to my knowledge is wait and continue the search.
Calls received from 7-9AM: 12
Calls received from the start of this post till the end: +6
Total: 18. this isn't as pleasant as you'd think
It's Saturday, May 20th.