Do You Do Phone Time?
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I know a lot of moms who provide services to other business owners. Virtual assistance, graphic design, blog customization, freelance writing, ghostwriting, copywriting and coaching to name a few.
One question I’m asked by these moms is whether I think it is necessary that they be available by telephone when a client requests it.
My first instinct is to say yes.
Some clients are much better at expressing themselves on the phone than through an email or instant message client. You may find it makes things easier for you.
I personally prefer phone time. I can get to the heart of an issue so much faster when I’m having a two way conversation. I like to be available to people by phone. I even put my office phone number in my email signature and on several websites.
My second thought is to say no.
While phone time is easy for me, it isn’t for many WAHMs. I don’t have babies or little kids at home with me to provide background music. Moms who do have little ones at home know that they have an uncanny ability to sense when mom needs quiet most – and quickly work to provide just the opposite.
It’s rough when you get on the phone with an important client and then have an eruption of tears or just a little taste of everyday family chaos happening at your feet.
Then again, the answer could be maybe.
If you have a client who needs phone time and you want to be as helpful as possible – let them know when you are available for it.
I may be Utopian in my approach but I believe a WAHMs business should fit around her life, not the other way around. Bend the branches of your service business around the stonework of your family life.
If you only have guaranteed peace and quiet from noon til 1pm on weekdays, tell them that’s when you have an opening. If you are only available in the morning until 11am, communicate that.
Carving out Phone Time
I have spent thousands of hours on the phone with WAHMs over the last five years. Interviewing them for Work at Home Moms Talk Radio, coaching them, partnering with them and just plain chatting with them. I’ve seen moms get pretty goofy in their attempts to steal away 30 minutes of quiet time.
- My buddy Nicole Dean hid in the bathroom with a cold beer for her first interview with me.
- I recorded part of an audio product with Alice Seba while she sat in her car.
- One mom, I can’t remember her name right now, did an entire interview outside on her apartment balcony – in freezing cold weather!
You may have to leave your home to get the quiet you need. Or you may need to ask hubby or grandma to take the kids out for awhile so you can focus.
Does it really bother clients to hear kids in the background?
It depends on your clients and the work you do. If you’re an accountant, your clients may feel insecure to think that you are working with kids running a round you. If you’re a designer and you serve mostly internet marketers, I don’t think they give a hoot.
Get paid.
If a client does demand your one on one time beyond the simplest of questions or clarifications, you need to add this time to your invoice and let them know in advance that this is your policy. (You may find that they don’t need nearly as much phone time as they thought.)
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Leslie Truex is the pajama-clad work-at-home mom dedicated to helping other moms live and work comfortably. She's the author of The Work-At-Home Success Bible and owner of 
Laurie Ayers is a WAHM from Michigan and a Star Director with 
Great advice, Kelly.
I don’t take phone calls because as you said, “I believe a WAHMs business should fit around her life, not the other way around.”
Not only does taking phone calls not suit my life, it doesn’t really suit my own skills/preferences/comfort. I express myself and strategize much better in print. In short, I offer my clients BETTER service when not on the phone.
I also structure my services to make sure that communicating in print works. This includes detailed questionnaires that minimize the need for back and forth and keeping easy-to-reference records of discussions.
I also only work with clients who are comfortable with print as well. If they’re talkers, I can pass them on to someone else qualified to help them and prefers phone communication.
Awesome post Kelly. I am reluctant sometimes to take phone calls from clients because of the reasons you mentioned, but if requested, i make the time to be kids free for the call.
I sometimes wonder why a client can not just tell me what she wants done on e-mail but i am beginning to realize that there are clients who believe that you are more “real” if they can hear your voice.
I had a client who made it clear that she “will not sign up” unless i give her a call:)
I agree with everything said in this post and on the comments. While I personally avoid phone calls whenever possible (because my daughter is almost always making noise in the background and because I’m not very articulate about my thoughts over the phone), they are occasionally a necessary part of my job.
I get around it by scheduling almost all my phone calls in advance. Unless I’m alone and recognize the phone number, I let my voicemail answer so that I can call back once I have my thoughts organized and I have some time without the little one underfoot. For all other calls (interviews, conference calls, etc.), I give very specific times of availability. It may not be the ideal solution or business plan, but as a WAHM, I simply don’t have the same flexibility that many other professionals have.
It doesn’t make us less professional; it makes us masters of organization.
Tamaras last blog post..The Debate Ensues: The Costs of Starting a Freelance Business
I like that term “stonework of your family life.”
About 12 years ago I negotiated a telecommuting arrangement with a client (that then became an employer) in order to accommodate my family “stonework.”
I remember one day having to take a call in the shower from our Vice President because my two toddlers were screaming. It’s funny now, but it was stressful then. I so wanted to appear professional.
PLUS…telecommuting was new at the time and not too many people even understood what it meant. I didn’t want to make a good situation bad by “proving” that this new arrangement couldn’t work.
I agree with the comments made. Essentially I think you have know your client and know what would work for them and what wouldn’t and then make your call as to whether you can accommodate, or not.
I resemble that …
I remember the LIVE recording that I did with you Kel, when my daughter came to the bathroom door yelling about having to go to the bathroom (except she used slightly different language)! Nothing like bringing potty training into a live interview. Yowza!
Thank goodness my hubby snatched her away from the door before she got in.
Hence — the cold beer! lol!
Nicole Deans last blog post..Go Kelly!
I don`t do phone calls for several reasons. Number one, I hate phones.
I`m just not good at them. I don`t even talk to my family on the phone most of the time.
Also, since I live in Guatemala, the lines aren`t exactly good. Skype kind of killed that excuse for me.
The other problem is that I don`t hear well on the phone and I get flustered. I`m really not good at thinking and talking to someone when it comes to business and don`t feel comfortable saying, “Excuse me?” a million times.
Oh, and then there`s the kid thing. Two toddlers make a LOT of noise.
I think you can get alot more done talking to person. Sometimes people can not figure out how to describe what they mean so you can listen and figure it out better on phone. Yes you have to set time they can call and when your available but that is same as work. You always have to set aside time for everything and i think you should take some phone calls.
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