By Peter Lyle DeHaan, PhD
As I talk with owners and operators in the telephone answering service industry, some have concerns and others share the excitement. I understand those who are pessimistic. After all, there is much to worry about. I also understand those who are optimistic. They see ongoing changes to the industry, as well as threats from within and without, as occasions to celebrate.
These folks have figured out how to market and to sell, not just to offset attrition but to grow organically. Others embrace acquisition, either for the art of the deal or as a means to pick up new clients from acquisitions who fail their newly acquired clients. Still, others have figured out how to manage staff successfully across multiple locations or to truly scale their business in a way that works in actual practice. Last are those who manage what they have with excellence: maximizing value, thrilling clients, engaging staff, and making a nice profit in the process.
Regardless of which camp you are in, the half-full contingent or the half-empty group, now is a great time to begin preparing for next year. Don’t wait until December 31 to begin your strategic plan for the new year. And whatever you do, don’t confront the upcoming year without a plan.
- Look at what you do well and ask how you can do it better. Every TAS has at least one thing they do with excellence. Don’t lose sight of that.
- Then look at where you struggle and seek ways to turn it into a strength. Every TAS also has at least one thing they can do better. Don’t think otherwise.
- Last look at your biggest pain point and make a plan so it hurts a little less. You can do that.
Do these three things and make next year your best one yet. Start preparing today.