Lancasters Estate Agents

For this case study we sat down with Katy and Ben Washington, directors at Lancasters Estate Agents in Bolton, to find out how using Face For Business has given them and their team more time for viewings, valuations (and days off) without worrying about missed calls or leads.

What challenges were you having that made you reach out to Face For Business?

Ben: “Juggling weekend viewing activity primarily. Our staffing model has changed quite a lot in recent years so we went from having more people in the office to, suddenly, less, while still trying to juggle a very busy diary so we at one point were conducting viewings and taking phone calls in between and trying to make that work.

“Or on days I wasn’t in, the phone lines would divert to me and that just meant I wasn’t getting a day off so those challenges got to a tipping point where we really needed to find a solution.”

How has Face For Business helped your business?

Katy: “It’s allowed for us to have a break when we’re not officially in work. It’s allowed us to take good quality messages when we’re not able to answer the phones ourselves.

“We use mostly the weekend service, and it just means our staff don’t need to juggle lots of things at once and we can handle calls as and when we have capacity.

“It just means we can confidently know that any of our client calls are going to be answered so we aren’t missing any calls or any potential new leads.”

Ben: “We’ve changed really how we operate to have less people in the office to afford more viewing capacity and having a call handling service has really helped with that.”

What have been the main benefits of our service?

Katy: “The main benefits are that we don’t miss calls any more. That our staff aren’t having to juggle calls along with appointments while being out on viewings etc. It feels like we’re delivering better customer service.

“It’s allowed us to free up time for staff, it’s enabled us to continue with our high levels of customer service when we’re not necessarily able to answer the phones. It’s just given us more man hours really to help us do what we’re passionate about doing.”

What would you say to other businesses thinking of using Face For Business for their telephone answering?

Ben: “I would say embrace the opportunities it can offer because we’re very precious about our brand and how we conduct our business so it’s something we’d shied away from and it probably took us to a bit of a breaking point.

“We then tried multiple different services and we found Face For Business were the best fit for us. They had the most reactive changes to make sure things were being done in our style which, because it’s our company, means a lot to us.”

Want the same for your business?

Could a call answering service give you and your team more of your time back so you can focus on what you do best without worrying about the potential for missed calls or missed business opportunities?

Get in touch with us to get a free quote or to start a no obligation free trial of our telephone answering service.