Thoughts and Tips On Voicemail

Smaller caterers use voicemail because they just can’t handle every call coming into their offices. Larger caterers use voicemail because the volume of calls is overwhelming. Answering systems and voicemail should be used by all caterers during what would be considered non-business hours, such as before 9 a.m. and after 6 p.m.

The real question is whether you use answering systems and voicemail during what are considered normal business hours, and to what level. Some caterers rely on technology to handle all incoming phone calls. The caller is greeted with a prerecorded message and is asked to either leave a message in the general mailbox, offered a chance to find a specific extension number from a directory for the person they are calling, or asked to press a number that corresponds to the department or person they are trying to reach.

After hours, all of these methods are proper, but overall sales results can be hurt if a “live” person isn’t available to answer incoming calls during normal business hours. Catering is a service business. It is also a business where shoppers and clients call with important requests or changes and absolutely wish to speak with someone. They don’t want to hear, “Push one for customer service.”

How important are the phones in your catering business? Are they as important as your stoves? Nothing is more important to the success of a catering company than the phone. Nothing. If you don’t sell it, your chefs can’t cook it. Staff that answer the phones are the front line of your business. They need to be well trained and sound pleasant. They have your future in their hands—and words. They give callers the first impression of your business.

Staff answering the phones need to have well written and well rehearsed scripts that help them secure information from callers to direct them to the right people or departments. How your staff handles the first 90 seconds of an incoming call establishes the foundation for the success or failure that follows. Some caterers rotate their salespeople on a phone-time schedule that requires each salesperson to be responsible for answering the phone several hours each day; others hire staff to do nothing but answer the phones.