Rachel Clacher's presentation for the 'Running your business in the cloud' event on 17th July.

1. Good afternoon.
Rachel Clacher

2. 1999
Ed used a firm to answer calls for his graphics firm, when he went on
holiday a major client was unable to fax through an order. On
phoning, the client was told by the person taking the call, ‘I’m just
an answering service’ and that was that, the client was lost.
Ed used a firm to answer calls for his graphics firm, when he went on

3. 1999
We couldn’t find the answer…so decided we’d do it ourselves

4. We look after telephone calls.
That’s all we do.
We do it superbly.

5. Treat others as you would want
to be treated yourself.
Treat others as you would want to be
treated yourself.

6. Wear your client’s shoes.

7. In a perfect world...
As a result of asking the ‘perfect world’ question we have learnt so
much about what our clients want. So now we have a range of
additional services that help our clients operate as virtually as they
wish – mailing addresses, meeting rooms, conference calls etc.

8. People buy from people.
People buy from people they know and trust and who know them.
They want real relationships and real understanding.

9. Recruit for attitude, not
just for aptitude.

10. Make mistakes matter.
We all make mistakes. We always will make mistakes. If we don’t then
we are being complacent and not trying new things. The important
thing is to make those mistakes matter.

11. Learn. Innovate. Reinvent.
Wearing our clients’ shoes, asking the perfect world question, being
open to ideas has resulted in some interesting developments for us
Including opening our New Zealand office in 2012 where our PAs are
seconded on 6 month placements to look after UK calls.
Learn. Innovate. Reinvent.

12. Learn. Innovate. Reinvent.
Penelope = Calls that follow you, a phone system, digital receptionist
all in one – allowing you to manage your business calls via an app.
You have a telephone number, or you choose one. From £21 –
applicable to all size businesses.

13. Customers always have a choice.
By loving your customers/clients, by treating them as you would want
to be treated, by asking the perfect world question, by wearing their
shoes make sure that they choose you.

14. Thank you.
Rachel Clacher