Staying in Touch
In today's fast-paced world of communications, customers expect instant access to you, or close to it. They expect to have e-mails and phone messages answered within hours, if not instantly. In some cases, a recorded message on the phone will mean that they'll move on to the next company on their list that provides similar services — they won't even leave a message.
You need to assess how critical it is that you're in constant contact with your clients, and plan your technology purchases to suit that. If you're a plumber offering twenty-four-hour emergency response, for example, a pager may be crucial. For accountants, however, there's very little that can't be resolved the following business day (except, perhaps, during tax season), so they can afford to rely on phones and voice mail.
In many areas, you may be able to have your cell phone share your office number. This can be useful if you expect to be out of the office (on sales calls, for example) a lot. This solves the problem of giving your clients more than one number to contact you or call-forwarding your office phone.
Cell Phones
Cell phones have become virtually essential in today's business world. Many people still resist them, not wanting to become “tied” to their phones and accessible at all hours and places to their clients. If that's an issue, you may choose to turn the phone off during the times you prefer not to be disturbed, allow calls to go to your voice mail (put the ringer on
You'll still have the phone for emergencies (if you're stranded by a vehicle breakdown, lost, or stuck in traffic and running late), but you won't constantly be interrupted by its ringing. If you do need to stay in touch, you can use the cell phone to check your messages back at the office, or you can forward your office phone number to your cell phone number (check that your network will let you do that).
Cell phones can also help you make the most efficient use of your time — you can return phone calls while you're waiting to pick the kids up from soccer practice, for example, or make sales calls when you're out of the office but between meetings.
Numerous studies have proven that cell phones, even ones that use headphones, can contribute to vehicle accidents. Even if your area allows the use of cell phones in vehicles, make sure that you stay safe: Don't talk and drive at the same time — find a safe place to pull over, and then make or answer the call.
Cell phone features and payment plans change so frequently that the best advice is to shop around for the deal that offers the best price for the features you need — which may include compatibility with your office phone (for forwarding), e-mail/Internet access, clear reception, and reliable coverage for the areas in which you travel.
Handheld PDAs
Of course, regular cell phones are just a starter toy when compared with the computing power of a personal digital assistant (PDA). These mini-computers range from basic models that store your diary, your contact list, and your task list to much more sophisticated models that connect wirelessly to e-mail and the Internet, take photos, and even incorporate a cell phone.
The more you're away from your desk, relying on mobile technology, the more sophisticated your choice of PDA will likely be. Figure out what you'll need it for, and then choose a model that fits those needs. You'll need to determine which operating system (or software) you want to use, including how important it is to have mini-versions of the software that's on your main computer.
Also review how much external memory storage it comes with (and whether there are one or two slots for storage), how much internal memory it has (especially if you'll need to work on large files such as spreadsheets), and how easy the screen is to read (color helps). Some PDAs come with thumb keyboards; others with pens — you can learn to use either quite effectively.
It's easy to get caught up in buying electronic gadgets because they're handy and cool, or buying more advanced (and more expensive) gadgets than you really need. Instead, focus on the tools that you need to communicate professionally and equip yourself with the tools that fit those needs.
Answering Machines and Services
Many business-type phones come with an answering machine built into them, but these desk-based answering machines are increasingly being replaced by voice mail systems. The voice mail services — usually offered through your local telephone company — have the advantage of taking messages while you're on the phone as well as when you're away from your desk. A client won't end up with a busy signal — they'll always be able to leave you a message.
If you do decide to use a desk-based answering machine, ensure that it has clear reception and recording so that both your outgoing message and your clients' incoming messages are clearly audible. Opt for a machine that provides plenty of time for clients to leave messages.
Test your answering machine or voice mail by calling your office number from a different phone. Check that your outgoing message is clear and professional and leave a test message on the system so that you can check that incoming messages are clearly recorded and that the system is operating properly.
If it's important to you that callers speak to a real person instead of a recording when you're unavailable, you can opt for a live answering service. Many professionals, such as doctors or contractors, choose this alternative. It can mask the fact that you're a home-based business by making it sound like you have reception staff. Speaking to a real person can also be more reassuring for clients — it provides a personal touch that a machine cannot.
