Telephone Answering Service

How Well Do You Know Your Answering Service’s Clients?

By Peter Lyle DeHaan, PhD

I recently read a fiction book set in the late nineties. In a small but pivotal part of the story stood a telephone answering service. The author was mostly accurate in describing how an answering service functions, though his depiction of the industry highlighted several negative stereotypes as the norm.

Author Peter Lyle DeHaan

The FBI investigated one of the answering service’s clients, a professional assassin. They laid out two options to the answering service’s owner: cooperate with us and we will ignore your involvement in your customer’s crime or don’t cooperate and be charged as an accessory to murder, over two dozen of them, and risk spending the rest of your life in jail.

The owner decided to cooperate. Though she had never met the man who signed up for the service or the woman who they contacted with messages, the owner did admit she thought something was suspicious. She assumed her client was involved in some low-level fraud, but nothing to the level of a hitman. Since they paid their bill every month, quickly and reliably, she was willing to ignore whatever business they might be in.

A few days later, her client – the hitman – paid her a visit. The gist of the conversation, aided by the threatening presence of a handgun, was if you tell the FBI who I am, my associates or I will kill you.

Talk about a no-win situation.

This story, of course, is a work of fiction. But I share this scenario because I know that – despite the majority of answering services who would carefully avoid such a client – some services will take any client who can pay his or her bill. Maybe it’s time to rethink that strategy.

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.