Telephone Answering Service

Lessons From Cars, Computers, and Software

By Peter Lyle DeHaan, PhD

Since I work at home, I don’t do much driving. I sometimes wonder if I really need a car. Couple this with my preference to invest in a product and use it as long as I can. As a result, my higher-end car was nineteen years old and pushing a quarter-million miles. In November I replaced it. Though it’s time wasn’t up, I wanted a change. I don’t think anyone would fault me for that.

Author Peter Lyle DeHaan

I take the same approach to technology. I buy the best I can afford and use it as long as I can. My main computer is four years old, my backup computer is six years old, and my laptop (which I seldom use) is ten. Its replacement should arrive this week.

For the first time, I didn’t buy a computer with Microsoft Office pre-installed. Instead, I will make the switch to Office 365, a subscription software service. Philosophically I object to subscription services because in the past they haven’t made financial sense given the way I approach technology. (Subscription services are a brilliant move for vendors as it provides them with consistent cash flow, which allows them to support their product, invest in upgrades, and create new modules.) In the past, subscription services would have cost me more than making an outright purchase and using it well past its expected life span.

Switching to Office 365 will allow me to have the newest software on all my computers (not just the new laptop) and will keep me on the latest software version. And since Microsoft is calling Windows 10 “the last version of Windows,” I can expect my software to outlast my hardware. Instead of paying several hundred dollars for Office 2016 Professional on my laptop (or over a thousand dollars to update all three computers), I will instead pay a low monthly fee to enjoy the latest and greatest. How cool is that?

While I don’t run an answering service anymore and therefore haven’t done a cost analysis, I understand the same dynamics applies to operate an answering service using subscription-based services (whatever label you place on it: hosted, cloud-based, SaaS, PaaS, and so forth). It’s good for answering services, it’s good for vendors, and clients benefit as well.

If you’ve already moved to a subscription approach to your answering service platform, congratulations. If you’ve not made the switch, now might be a good time to revisit it.

Learn more in Peter Lyle DeHaan’s book, How to Start a Telephone Answering Service.

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of TAS Trader, covering the telephone answering service industry. Check out his books How to Start a Telephone Answering Service and Sticky Customer Service.

By Peter Lyle DeHaan

Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.