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Answering service and college interns

November 27, 2005

Q - I am in the construction service business, working as a one-person operation. I do the quoting and the actual work on the job. I cannot get to the phone for many of the calls coming into me. Should I consider hiring a receptionist? I really cannot afford a full-time person.

For a new business, it is very important that prospective customers talk to someone live. Many people do not like to leave messages on voice mail -- this is simply out of their comfort zone. Oftentimes, my friends who need someone like a plumber, start at the top of list in the yellow pages of the phone book and keep on going till they can talk to living person. Once they get to actually talk to a live soul, then they do business.

Customer service is very important and I encourage you to consider hiring a firm that employees live operators who will answer your calls. These companies charge a fee of $40 to $60 per month, which is lot cheaper than hiring a receptionist. This is much better than having your calls go to voice mail.

Q - I need some help developing a marketing plan, PR, and some financial projections. I cannot hire a full time person to do this because my finances are not that strong. How can I get this type of help?

For a small startup business, hiring expert help with these varied qualifications is way beyond your means. You need assistance, but you need to get expert advice in an affordable manner.

I encourage you to contact the universities in your area, as well as community colleges. Try to find out the names of professors who are teaching marketing, public relations, and accounting. Ask the professors if they have students who could work as paid interns to help you with some of this work. Also, frequently, instructors have classes that require student projects and professors welcome actual problems to solve (and this would not cost you anything).

At FSU, we have a course called Small Business Analyses and Assistance (the Small Business Institute), which is geared so students consult with small businesses in our community. Teaming up students with entrepreneurs works very well. The Small Business Institute does not offer courses every semester, but there are other courses offered at the College of Business where the professors welcome real problems for the students to solve.

Finding part-time quality help is critical to firms that are starting up. Like most things, it may take you a while to find the right folks to help, but just keep on trying. A few phone calls will pay immense dividends to your business.

Thanks for asking such great questions.