Kiely Kuligowski

Poor body language

Hiring managers pay attention to your verbal answers, but they also look at how you deliver them. Do you look them in the eye? Do you fidget, play with your pen or fold your arms across your chest? All of these nonverbal cues play a part in the impression you make.

Your eye contact, handshake and posture can all help or hinder your chances of landing a job, and there are positive nonverbal cues that you can send during an interview to help make others view you favorably.

In general, sitting up straight indicates that you’re paying attention, and a slight lean forward conveys interest and engagement. A warm and genuine smile makes everyone feel more comfortable. You should also have a firm handshake, but not too much – crushing hands is no way to win favor.

Hand gestures during the conversation are fine, but refrain from fidgeting, such as shaking your leg, tapping your fingers or playing with a pencil.

Finally, maintain eye contact. Staring might make an interviewer uncomfortable, but looking the speaker in the eye, with slight breaks to glance away, is polite. The goal is to be engaged and interactive. Looking someone in the eye when they speak to you and while you respond indicates respect for the person and that you are present in the moment. Frequently looking away or over someone’s shoulder while talking to them conveys disinterest.

Salary expectations increase

Mike Astringer, recruiting manager at HKA, noted that HR professionals interview candidates based partly on their initial compensation expectations.

“We [need to] know that they fit into our overall compensation range,” he said. “All too often, a candidate will interview for a job, become overconfident [and] then dramatically increase their compensation expectations.”

Astringer said he makes an offer to a candidate based on those initial salary expectations. Candidates should avoid greatly increasing their expectations at the final hour. “It makes the candidate look bad, it makes me look bad, and it wastes everyone’s time.”

Overconfidence

Confidence to the point of arrogance can be seriously off-putting to an interviewer. In a 2018 survey by CareerBuilder, over 59% of hiring managers reported that arrogance or entitlement would be an instant dealbreaker for them.

Becky Beach, CEO of Mom Beach, shared a story about an applicant who took his confidence a bit too far.

“A day after the interview, he tried to connect with me over LinkedIn with the message, ‘Thanks for interviewing me yesterday. Let me know when I am able to start the position.’ I decided he would not get hired after that.”

Be self-assured and confident in your abilities, but remember, the ball is in the interviewer’s court and you should defer to them.

Lack of transparency

Being upfront and honest is key throughout the interview process, showing you’re a valuable contender with integrity.

“I had a candidate go through two rounds of phone screens and a daylong interview,” said Lisa Barrow, chief recruiter and owner of Kada Recruiting. “She said to me she wasn’t actively interviewing anywhere else. After the interview, she sent a thank-you email to the CEO that included a mention of an offer at another agency. The CEO called me to say he was taken aback and concerned about her lack of transparency in the process.”

Both Barrow and the CEO had a follow-up discussion with the candidate, who admitted that she wasn’t truly considering the other offer and had only mentioned it to show her high level of interest in the company. She apologized, but Barrow said, “This ultimately showcased the importance of transparency and the impact it can have in the process.”

Social media shortsightedness

Many followed the disaster of the NASA intern who swore at a former NASA engineer on Twitter and subsequently lost her position. It should be a rule of thumb to avoid crude, offensive or sensitive posts about your interviewing process during your job search.

“Posting about the interview, especially about interviewers, can be seen as a lack of confidentiality or professionalism,” said Michelle Merritt, managing partner at Circle City Coaching.

Better yet, remain professional on social media at all times, as prospective employers may search a candidate’s name online to see what pops up. A professional and polished online presence is important regardless of your career stage.

After the interview

Congratulations, you’ve made it past your first interview! Now what? Follow up with personal thank-you notes – handwritten or emailed – to each person who interviewed you. After that, be patient and avoid these common post-interview mistakes.

Too much follow-up

It’s all right – and even expected – to follow up after the interview, but don’t overwhelm your potential employer with multiple messages and phone calls. If you reach out too often, you’re going to turn off the hiring manager.

“Many of us have been programmed to send thank-you notes immediately following an interview, and sometimes that’s the right plan, but … be respectful of any communication parameters the interviewer may [have] set,” Chavez said. “For example, if your interviewer requests email communication, stick to that and don’t reach for the phone.”

She said your follow-ups should also depend on how far along you are in the interviewing process. “In general, the earlier you are in the process, the more quickly you should check in. An initial phone interview with no response may require follow-up within the week. However, you may want to wait 7-10 days after a second or third interview.”

At the end of the interview, ask the hiring manager when you can expect to hear back and when it’s appropriate to reach out if you haven’t heard from them, said Jennifer Akoma, vice president of human resources at Android Industries. Don’t take it upon yourself to reach out to people who haven’t given you permission to do so.

“We had one candidate [who] … used an organization that many of our employees were involved with to get their internal emails and phone numbers,” Akoma said. “Their guerilla tactics ended up leaving a huge negative impression on me and many members of our staff.”

It is good etiquette to send one thank-you to whoever you interviewed with one or two days after the interview and wait for them to respond with next steps. Keep in mind that you may not always receive a response.

No follow-up

After the interview, it is vital to send some form of correspondence – whether it be snail mail, email or even a phone call – thanking your interviewer for their time and effort.

“The most common mistake I see people making after the interview is not following up,” said Melissa McClung, professional career advisor and owner of Life by Design Careers. “Following up by email and card or letter is essential.”

According to Zohar Pinhasi, CEO of MonsterCloud, an applicant following up after the interview does more than express gratitude – it shows that they still want the position.

“A post-interview email reassuring me of their interest in the position shows ambition, and also tells me that the candidate enjoyed the interview and is indeed still interested in working for me,” he said. “Plus, it’s the courteous thing to do.”

Interview follow-up is another opportunity to sell yourself to the interviewer by restating your interest and showing good manners. [Read related article: Sample Thank-You Letters for After the Interview]

Missing personalization

“It’s always a good idea to send something personalized as much as possible,” said career coach Irina Pichura. “Think about topics that came up in the interview, anything you’d like to add that you didn’t get a chance to address during the interview, and emphasize your interest in the company.”

Most hiring managers can spot a generic thank-you letter (or cover letter, for that matter) a mile away, so take the time and effort to tailor your letter to the interviewer. Bring up something you discussed that isn’t strictly related to your skills or the job description.

For example, let’s say you talked about a project you worked on in a previous position. Include a link or sample of that project in your follow-up as a nod to the discussion and a way to show off your skills.

Ghosting communication

If you decide the position is not right for you, for whatever reason, reach out to the company and let them know that you want to withdraw your candidacy. Whoever interviewed you took time out of their busy schedule for you, so the courteous thing to do is to acknowledge that effort with a gracious thank-you and official withdrawal.

What to do if you mess up

Mistakes happen. Though it depends on how serious the mistake was, for the most part, you can recover if you handle minor gaffes with grace.

Rishit Shah, accountant and owner of the TallySchool blog, recalled an applicant who accidentally sent his thank-you letter to the wrong person in the organization. “He quickly apologized and sent the letter to the correct person. What I liked about him was that he owned up to his mistake and quickly rectified it.”

But no matter what happens after a mistake, don’t burn bridges.

“If you don’t get the particular position, you always send a gracious follow-up to the hiring managers and/or the HR person expressing interest in future opportunities,” Akoma said. “It will make a good impression and could get you considered for other opportunities.”

Mistakes to avoid as an interviewer

Job candidates sometimes forget that it is often just as stressful being on the other side of the process. Interviewers and hiring managers have the pressure of finding a candidate who can perform the duties of the job, mesh with the company culture, desire the salary the job offers and meet many other important criteria.

Interviewers can mess up, too. Here are some of the most common mistakes interviewers make and how to avoid them.

Subjective or arbitrary criteria

Rather than “screening out” candidates based on an initial gut feeling or on unpredictive criteria – such as GPA, the address on a resume or the sound of a name – the interviewer should make sure that the evaluation process is as structured, job-specific and objective as possible. This will give them the chance to hire great people they might not have even considered otherwise, explained Michael Burtov, founder and CEO of GeoOrbital.

Social media bias

Although social media plays a major part in job searches nowadays, Burtov says that it can evoke unconscious biases in interviewers. Social media profiles often contain pictures of candidates and other information that is irrelevant to the job, but can unfairly influence decision-making.

Keep your focus on what is professionally relevant, such as details on their LinkedIn profile.

Too much chitchat

It is common for the interviewer to slip into monologues about the opportunity, the company, the culture and other job attributes during interviews. While this can be a key part of acquainting the candidate with the company, it’s important to give the candidate ample opportunities to talk. The more job-relevant information you have about the applicant, the more likely you are to base your hiring decision on objective criteria rather than incomplete and possibly biased impressions. A good rule for an interviewer is 80% listening, 20% talking.

Personal partiality

As humans, we tend to like people who share our personal preferences and interests, such as music, sports, television shows, lifestyle choices and other behaviors that aren’t relevant to the job.

While interviewing, keep in mind that liking the same TV shows is not related to job performance. Interviewers should not let “being like me” unconsciously sway their judgment. Remain as objective and focused on the job qualifications as you can, especially while determining if the candidate is a good culture fit. This is where it can be helpful to have multiple interviewers speak to the same candidate – you can all compare your thoughts on personality, skills and culture fit to reach an objective decision.

Max Freedman, Sammi Caramela and Chad Brooks contributed to the reporting and writing in this article. Source interviews were conducted for a previous version of this article. 

Obtaining international funding can be a key growth step for many small business owners. It can mean reaching the next level of your business by expanding into foreign markets, diversifying your funding or collaborating with a wider range of investors.

Despite the positives of overseas funding, there are a few significant risks you should be aware of before you start your financing journey. For example, working with foreign investors can make your business susceptible to idea theft, which can land you in a costly international patent dispute. Here’s what to know for a successful funding experience with overseas investors.

Editor’s note: Need a small business loan? Fill out the below questionnaire to have our vendor partners contact you with free information.

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What is overseas funding?

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Overseas funding, also known as international funding, foreign assistance or overseas financing, is when a business seeks funding sources from outside its country of residence.

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“Companies may seek overseas funding for a number of reasons,” said Devin Miller, founder of Miller IP Law. Miller cited “the foreign country being a main market for their product, the country having investors with expertise in the area the company is developing a product [and] the company having a working relationship with a foreign investor” as examples.

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Funding is often a make-or-break factor in a small business’s success, with CB Insights reporting approximately 38 percent of startups fail because they run out of money. The process to apply for funding is complicated, especially in the United States. There are many strict regulations and requirements from financial institutions that make it difficult for small companies to receive adequate funding. As such, global funding has proven to be a popular and generally successful option, with foreign companies having invested $6.49 trillion in American companies, according to data from the U.S. Bureau of Economic Analysis.

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The downsides of overseas funding

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Despite its popularity, small businesses must enter the world of international investing with caution. Idea theft, or copycatting, is a common issue for startups seeking funding both internationally and domestically.

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“Typically, when a company is seeking an investment from any investor, be it foreign or domestic, the company must divulge details regarding its product,” said Miller. “Because the company must divulge this information, it opens up the company to be copycatted by the investor.”

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Miller said the major risk with overseas funding is that when the investor is located in another country, your legal options under foreign policies may be more complicated or different from what they would be if the investor were located in the United States. That can limit your ability to protect your product from copycatting.

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You should also be wary of finder’s fees and costs. When seeking international investors, it’s common for a business to use a “finder,” someone who helps it locate potential investors willing to provide a loan. It is customary in the U.S. for finders to impose a fee of less than 10 percent on their clients, usually employing the Lehman Formula to determine the amount. However, in foreign countries, the customs or expected rates may be different, so you should be vigilant that the finder is not imposing an exorbitant fee, such as one exceeding 10 percent.

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How to avoid having your product idea stolen by international investors

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If you’re determined to seek international investors, there are a few precautions you should take to avoid having your business idea stolen.

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“The best way for companies to protect themselves is to do their homework on the foreign investors,” said Miller. “Determine if the investor has invested before, and if they have, talk with the previous company they invested in. Getting to know the investor and their reputation is one of the best ways to avoid a copycat taking your product.”

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Additionally, business owners should follow these best practices:

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1. Divulge only what’s necessary. When you meet with investors, be careful about how much information you reveal regarding your product or idea, including your idea development process. Provide only what is absolutely necessary and relevant to the investors’ decision.
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2. Proactively seek legal protection. Before you solicit investors, legally protect your product as much as possible. Apply for copyrights or provisional patents, and make sure they’re valid in the country where you’re looking for funding.
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3. Do research on legal recourse. Another way to protect yourself and your idea is to make sure you have a strong knowledge of your legal options should you need to resort to them, said Miller. Look at how the country has handled similar cases. Does it look to protect the investor or the product? Is it more interested in developing foreign relationships or internal economic development?
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4. Use strategic marketing. Identify your ideas as your own as early as possible through your marketing, and ensure you have documentation that can back your assertions. Make sure you highlight what your product is and what makes it unique, and connect it to your personal story. This will make it more difficult for others to co-opt your idea and will provide the opportunity for your audience to flag potential copycatters.
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5. Remember to renew your patents and copyrights. To make sure your idea or product is continually protected, renew your patents. Registered rights expire if you fail to pay on time.
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>>Read Next: Bootstrapping or Equity Funding: Which Is Better for Your Business?

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How to find an international investor

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The most important aspect of finding international investors is establishing your company as a sound and smart investment, and this takes time and careful planning. You must prove to investors that your company is both worth investing in and a safe option that won’t cost them money.

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Here are the steps you should take to find an international investor:

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1. Create a strong business plan. Whether or not you’re looking for investors, it’s imperative that your company has a detailed and well-thought-out business plan. In this case, a strong business plan can put investors at ease and allow them to see how you intend to use their money and where you want to take the company in the future. [Use our free business plan template to get started.]
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2. Establish credibility. Next, you should work on establishing credibility in the eyes of a foreign investor. Keep in mind that overseas investors may not have the knowledge of what makes you credible to American companies. For example, if you have a financial company based in Brooklyn, New York, that might signal youth and innovation to domestic investors but may cause foreign investors to wonder why you’re not located on Wall Street.
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3. Talk to local banks. As soon as you’ve determined where you will focus your international search for investors, visit local banks. Foreign investors are generally actively involved with their bankers, and as such, a good relationship with bank account managers will take you far. Introduce yourself and convince the bankers that having their investor clients invest in you is a good idea for everyone involved.
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4. Join key groups. This tip pertains to all professional networking: Find international organizations or groups that make sense for you and your business, and then join them. Look for nongovernmental organizations, industry-specific groups, professional associations or local chambers of commerce, and regularly attend meetings and other functions. This will further establish your business as a credible, trustworthy investment and introduce you to potential investors.
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Overseas funding is a potential capital source, but be careful

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If you’ve struggled to find domestic funding sources, overseas funding is a fair but risky alternative. Consider the potential of idea theft and the potential lack of recourse available to you in other countries before soliciting international investors. If you still feel good about using foreign funding, then go for it. And if not, you can always take advantage of the best business loans available stateside.

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Max Freedman contributed to this article. Source interview was conducted for a previous version of this article. 

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Opening a business takes more than choosing a name and renting office space ― it requires careful planning and budgeting. Lack of funding is a primary reason why businesses fail. Fledgling companies often miscalculate how much money is needed to keep a business running daily or don’t budget enough for the various costs associated with getting a business off the ground.

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We’ll explain the startup costs every entrepreneur should understand, how to calculate them and how to identify the expenses you should add to your budget.

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What are startup costs?

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Startup costs are expenses incurred in the process of starting a new business. You should outline expected startup costs in your business plan. A business plan is essential when launching a business, and writing one should be one of your first steps.

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In your business plan, you’ll outline your expected initial startup costs. Be generous and overbudget for them. Unexpected costs will surely pop up, and you don’t want to run out of funds before you get your business off the ground.

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Likewise, underestimating expenses falsely increases net profit projections, which could end in disaster for you and your business.

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Editor’s note: Looking for the right loan for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs. 

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Startup costs every business should know about

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Miscalculating startup costs is a typical startup mistake. Because every business is different, your exact startup costs will depend on your business’ needs and specifications. For example, a brick-and-mortar store will likely have higher startup costs than an online business and a coffee shop requires different equipment and furniture than a bookstore.

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However, the following startup costs apply to most businesses.

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1. Factor research expenses into your startup costs.

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Some business owners sometimes hire market research firms to help them conduct a market analysis to assess the industry and market before starting their business. You can save money by doing this step on your own. However, if you hire a research firm, include this cost in your business plan.

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2. Add borrowing costs to your startup costs.

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Creating any new business requires capital, which is usually acquired in one of two ways: equity financing or debt financing. Debt financing means borrowing money directly, whereas equity financing means selling a stake in your company to receive financial backing.

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Most businesses take out small business loans, including Small Business Administration (SBA) loans, from banks or other lenders.

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If you take out a loan, calculate the costs of loan payments into your small business budget and ensure payments are made on time.

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3. Factor insurance, licensing and permit fees into your startup costs.

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As you write your business plan, research the business licenses and permits your venture will need. Be sure to include costs for renewing licenses or permits as needed. It’s also crucial to research and factor in small business insurance costs. You should carry some form of insurance to cover yourself, your employees and your business assets from potential liabilities.

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4. Include technology costs in your startup budget.

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Technology is an umbrella category that includes various tech expenses, including creating and maintaining a website, setting up information systems and buying computers. Additionally, some small businesses may outsource their payroll to one of the best payroll services. You may also consider outsourcing your accounting needs to save money or using one of the best accounting software solutions.

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Researching budget-friendly tech solutions is wise. For example, you can save on technology costs by building your website. “The cost of building out a website with customized graphics ran me about $1,200,” said Jonathan Mandell, CEO of Teepee. “I primarily used contractors on Upwork and Fiverr.”

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5. Include equipment and supply costs in your startup expenses.

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The precise equipment and supplies you’ll need will depend on your business and industry. In your business plan, you should outline a general list of all the equipment and supplies you think you’ll need and whether you plan to lease equipment or buy the necessary items.

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6. Estimate legal fees as part of your startup costs.

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Consider involving a professional to ensure all necessary legal documents are in order. A lawyer can help you choose the best legal structure for your business, register for licenses or permits, oversee contracts, minimize risk and liability and more.

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“I worked with a law firm that charged me about $500 for incorporating my business and making sure I had the proper documents in order,” said Mandell.

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7. Add marketing costs to your startup budget.

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You should start getting the word out about your business so you have customers once you open. Marketing costs include all advertising and promotion costs plus whatever you spend creating a marketing plan.

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You may choose to create a marketing strategy on your own or outsource marketing and public relations to an agency. If you do your own marketing, carefully track your spending.

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“It’s easy to throw money at Facebook or Google ads and get excited when they bring in customers,” said Alex Willen, founder of Cooper’s Treats. “But you absolutely have to understand how much you’re spending on those ads in order to acquire a customer and how much profit those customers are bringing in.”

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Startup costs and tax deductions

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Startup costs may be eligible for tax deductions. However, large purchases are not deducted all at once on returns. Many expenses are amortized ― meaning the deduction is spread out over time, usually around 15 years. You must depreciate the cost during this period. For example, if you buy new office equipment, you can list pieces as a tax deduction but must claim depreciated cost.

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You can’t take the tax deduction all at once because the IRS categorizes startup costs as capital expenditures. This category is for purchases, such as equipment and vehicles, that the business uses over several years, not in one tax year.

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The IRS allows you to deduct $5,000 for startup costs and $5,000 in organizational costs in your first year of operation. However, startup costs cannot exceed $50,000 or else you can’t put the deduction on your tax return. You must file in the same year you opened or submit an amended tax return to reflect the deduction. Amortization is beneficial because you can make the deduction over 15 years. For instance, if your startup costs come to $30,000, you can deduct $2,000 annually from the tax return.

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To learn what other tax deductions your business might be eligible for, review IRS Publication 535.

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How to calculate your startup costs

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Preparation and careful budgeting are keys to early business success. Understanding your expenses and how you will manage them helps you launch your business successfully and continue to make a profit once your doors are open. By calculating your startup costs, you can:

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• Estimate future profits
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• Perform a break-even analysis
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• Secure loans
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• Attract potential investors
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• Save money through tax deductions
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There are three easy steps to calculating your business startup costs:

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1. Identify your expenses: These may include the expenses outlined above plus additional costs unique to your business.
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2. Assign a cost estimate to each expense: Go through your entire list of expenses and assign a cost to each. Include the exact cost if you know it and give your best estimate if you don’t. It’s crucial to be thorough in this step ― try not to leave out any expenses or guess at costs. If you must guess, be generous and give yourself some wiggle room.
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3. Add your expenses: Once you’ve identified all potential startup costs, organize them into categories based on one-time expenses and recurring expenses. For example, purchasing office equipment or hiring someone to build your website are one-time expenses. In contrast, a monthly expense like office rent is a recurring cost. The one-time expenses comprise your startup costs. Adding one-time costs to your recurring costs gives you a good idea of how much capital you need to start your business.
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If you plan to use your calculations to secure a small business loan or funding, consider creating a clear and easy-to-read formal report of your expected costs. You can also typically deduct one-time expenses for tax purposes, which can save you money.

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From startup to success

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These tips for estimating your business startup costs can help you manage your startup’s finances and stay afloat as you launch your business. They can also reassure you that turning your great business idea into an actual company is entirely feasible. Just account for every cost while overbudgeting to leave space for emergencies and your new business could get off to exactly the right start.

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Max Freedman contributed to this article. Source interviews were conducted for a previous version of this article.

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Today’s marketing channels are primarily digital, with email marketing and social media marketing growing in popularity because of their ease, reach and low cost. However, physical advertising can have a significant positive impact on your customers and bottom line.

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Integrating direct mail marketing with your other marketing channels can provide your customers with a unique, personalized experience that helps your business stand out from the crowd. We’ll explore direct mail for business and share how you can create a successful, impactful direct mail campaign.

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What is direct mail marketing?

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Direct mail marketing is any physical correspondence you send to customers via mail to gain their business. If you’re sending mail to customers, you should include the following details:

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• Something that identifies your business (like a logo or business name)
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• A call to action (CTA)
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• A way for customers to contact you (e.g., phone number, email address, website)
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Is direct mail marketing still useful?

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While it may seem that the entire world has gone digital, traditional mail still has a solid place in marketing. According to a 2020 MarketingCharts survey, direct mail can increase your return on investment (ROI) when combined with other marketing channels. Among survey respondents, 59% said that adding direct mail into a multichannel approach resulted in a good ROI. Another 7% said their ROI was very good.

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The same was also true of target customer response rates. Among survey respondents, 69% said that adding direct mail resulted in a good response rate. Another 8% said their response rate was very good with direct mail marketing in the mix.

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The direct mail marketing service Jet Mail has also reported that its customers continue to see high engagement rates. In its 2021 analysis of the direct mail marketing space, Jet Mail noted that some campaigns involving 2,500 mailers yielded a 30% response rate – 750 responses.

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By comparison, according to GetResponse’s 2022 email marketing benchmarks, North American marketing email open and click-through rates are 23.53% and 3.86%. These numbers are certainly lower than 30%. Clearly, direct mail can still be valuable.

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Direct mail advantages

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Direct mail marketing performs well for several reasons. Here are some key advantages to incorporating direct mail into your marketing strategy.

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• Direct mail is interactive. One of the reasons direct mail is still used and performs so well is that it is interactive. Customers receive a physical item in the mail. Including a promotional offer or CTA that requires the customer to do something with the mail, such as bringing it into your store, makes the customer much more likely to keep it and read it.
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• Direct mail is memorable. Receiving something in the mail can bring up nostalgic feelings about a time when physical mail was the norm, sparking an emotional response. To increase this connection, add personal touches to your marketing materials, like the customer’s name or a handwritten signature.
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• Direct mail has a wide demographic. Depending on your target audience, direct mail can have a bigger reach than digital marketing. If your audience is not on social media or email (though you can target older demographics with social media marketing), direct mail can reach many more customers you may have missed with electronic marketing.
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• Direct mail is creative. Direct mail doesn’t lock you into analog advertising. There are endless ways to combine direct mail with digital marketing to expand your target audience and attract new customers. Direct mail’s physical nature lets you engage your customers in more ways than purely digital marketing.
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• There’s less competition with direct mail. More companies are abandoning their physical marketing efforts in favor of digital methods, resulting in a smaller playing field and more chances for your business to stand out. People are surprised by physical mail these days, so an eye-catching, thoughtfully designed mailer can go a long way in advertising your business.
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Direct mail drawbacks

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Direct mail provides numerous advantages, but you should also review its downsides before planning a campaign. Here are some disadvantages of adding a direct mail marketing campaign to your advertising budget.

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• Direct mail can be expensive. Cost is often the primary disadvantage of direct mail advertisements. Direct mail incurs costs for ad design, printing, postage, contact lists and more. Postage is one of the highest costs because the price is set and not negotiable. As postage costs rise, a single direct mail campaign can cost thousands of dollars. (See more on direct mail costs below.)
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• Direct mail results are hard to measure. Collecting insights from digital advertisements, including click views and conversion tracking data, is easy. With direct mail, you won’t know how many customers read the mailer and how many throw it into the recycling bin.
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• Direct mail isn’t editable. Direct mailers can’t be changed once you send them. After you finalize the proof copy, your ad is out of your hands. If the direct mailer isn’t performing well, you can’t make changes on the fly like you can with digital ads. You won’t even know how the ad is doing for a while; mail is slow, and your ads won’t reach the intended audience immediately.
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• Mailing lists can be inaccurate. Address lists may have multiple errors. Incorrect ZIP codes and city names could result in undelivered mail. Each mailer that doesn’t get delivered is a waste of your budget.
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How much does direct mail marketing cost?

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Direct mail campaign prices depend on various factors, including the following.

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• Mail type, numbers and packaging: Oversized mailers and catalogs typically cost more – around $10 – because of their weight, while standard postcards generally cost 44 cents per card. How many pieces you mail will also affect pricing.
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• Ad design: You may also need to pay for ad design if you’re not a graphic designer. While you can create something basic in Microsoft Word for free, you may need to purchase templates or hire a professional for more design-intensive mailers.
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• Printing: Generally, printing costs range from three cents to $2 per piece. However, prices vary widely depending on paper quality, paper size, if your piece is one-sided or two-sided, the number of pieces you need to print, and whether you’re printing in black-and-white or color.
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• Mailing: Distribution costs vary based on current postage rates and how much mail you have to send. You can expect to spend between 25 cents and $2 per piece of mail.
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How does direct mail marketing work?

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Launching a direct mail marketing campaign is similar to the digital process; the only difference is the distribution method. Follow these seven steps to create your direct mail marketing campaign.

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1. Define your direct mail marketing campaign goals.

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Consider what you want to achieve through your mail campaign. Do you want to generate more leads? Bring more traffic to your store or website? Tell customers about a new service or product? Having a clear goal at the beginning of your campaign makes it easier to make decisions later in the process.

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2. Know your direct mail audience.

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For a campaign to be successful, ensure it will entice your audience to engage. Consider their needs and how your goal fits into those needs. How can you marry the two?

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If you’ve sent out marketing campaigns before, you likely have analytics on your customer base that can provide information on your audience demographics, likes and dislikes, and behavior. Use this data to inform your campaign.

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3. Create your direct mailing list.

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These are the two primary mailing list types to use in your direct mail campaigns.

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• House lists: House lists are names and addresses you have already collected from existing customers or prospects.
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• Purchased lists: Purchased lists are high-quality lists of precisely selected audiences with high deliverability rates.
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Focus your efforts on your house list since those customers are already familiar with your brand; purchased lists can be of questionable quality.

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4. Decide on a CTA for your direct mail campaign.

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Your CTA is crucial; it’s why determining your goal first is so essential. Tell the customer why you took the time to send them this piece of mail and what you want them to do with it.

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A good CTA is attention-grabbing and memorable. Take your time crafting one, or consider using a copywriter to help.

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5. Decide on a direct mail format.

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Next, choose a format for your mailer. Direct mailers come in all shapes and sizes. Your budget and marketing goals will dictate the type of mailer you need for your campaign. Below are some of the standard mailer types.

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• Postcards: Standard postcards (4 x 6 inches) are a common type of direct mail piece. They’re used for quick announcements or event promotions. Postcards are a cost-effective way to announce grand openings, real estate transactions, or a new product or service. Oversized postcards (6 x 9 or 6 x 11 inches) are also an option.
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• Letters: Letters are also known as “the classic package.” The mailer usually includes a letter and a response form with an envelope. These mailers are typically used for fundraisers and surveys.
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• Self-mailers: Self-mailers are similar to letters, but don’t have an envelope. The ad is folded before the address and postage are applied. Self-mailers are used for product or service announcements and special sales events. Newsletters may also be sent as a self-mailer.
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• Brochures and catalogs: Catalogs are a way for companies to showcase their entire or partial product lines. A catalog may include special offers and sales announcements. Brochures and booklets also fall into this category.
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• Inserts and wraps: Inserts and wraps are included within other mailers, such as catalogs and magazines. Similar to postcards, they are used to highlight special sales and events.
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• Dimensional mailers: Dimensional mailers are the most expensive – and they stand out the most. These mailers use pop-ups and other 3D elements in the design. Targeted ad campaigns are the most common purpose for dimensional mailers.
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6. Design your direct mail marketing piece.

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When designing your mail, make your goal and CTA its focus. Don’t bury your CTA in busy graphics or too much text. Consider using a modern direct mail template system that makes it easy to move components around and customize your design.

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7. Send your mail.

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Many businesses find mailing challenging; printing and sending large volumes of mail to hundreds (or thousands) of different addresses can be a logistical nightmare. Most businesses work directly with a direct mail processor, print and mail shop, or other direct mail solution to handle the direct mail campaign’s printing, postage and mailing.

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Examples of successful direct mail marketing campaigns

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Check out a few successful direct mail marketing campaigns to get inspired about your own direct mail efforts.

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World Water Day

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Source: Athens Business Group

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To celebrate World Water Day, this company got creative and clever with its direct mail campaign in Belgium. To emphasize the importance of water, the mailers were a blank blue until recipients held them underwater to make the message appear.

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Candle Box

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Source: Ads of the World

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In an effort to encourage large companies to conserve electricity and shut off their lights, Earth Hour sent yellow candles in boxes designed to look like buildings to CEOs and industry leaders. The act of pulling the candle out of the box signified turning off the lights.

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Recyclable helmet

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Source: D&AD

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To promote its new range of environmentally friendly e-bikes, Smart sent customers a helmet kit made from recycled cardboard for recipients to assemble themselves.

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Misfortune cookies

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Source: Ads of the World

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In a great example of knowing your brand, Hell Pizza sent out fortune cookies to their customers with a dark twist on the messages inside. Instead of optimistic fortunes, Hell Pizza included lines like decade-old expiration dates and joke calls for help.

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Direct mail marketing best practices

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There are many ways to succeed in direct mail marketing, since it’s an open-ended and creative space. However, here are a few tips on using direct mail for business to help ensure your campaigns’ success.

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• Keep your direct mail piece focused and clear of clutter.
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• Use clear, easy-to-read fonts.
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• Make your CTA the focal point of the mailer.
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• Know your audience and tailor your message to them.
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• Run tests before sending out your entire campaign.
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• Proofread your marketing material multiple times.
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• Send follow-up messages.
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• Drive traffic to your website by including a link or scannable QR code.
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Reaching your target audience where they are

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Direct mail arrives where your customers live or work. When they open their mailboxes, they’ll come face-to-face with what you’ve sent them. If your mailers look compelling and include clear information, you might find yourself in a great position to move customers down your sales funnel. With direct mail’s high potential, you have an excellent chance of success.

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Max Freedman contributed to the reporting and writing in this article.

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Today’s employees are no longer interested in just showing up, performing their tasks and going home. They also want to be invested in and enthusiastic about their work while feeling connected to and valued by their company. Unfortunately, the majority of employees don’t feel that way.

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Research from Gallup revealed that just 32 percent of employees report feeling engaged at work, a decline from previous years. Simultaneously, Gallup reports that 18 percent of employees feel actively disengaged. With such low engagement levels, employers need to try to find ways to keep their employees engaged and satisfied.

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What is employee engagement?

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An engaged employee is enthusiastic about their work and actively involved in achieving the business’s goals and interests. They have a positive attitude about the organization and its values and are committed to their work. In contrast, a disengaged employee is someone who may be coasting through their work (i.e., doing the bare minimum to get by) or actively disparaging the company to others inside or outside of the organization.

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The best HR software offers employee engagement tools you can use to create a strategy that tracks the employee experience and job satisfaction, monitors your organizational culture, and analyzes survey results to give you insights into your employees’ morale and engagement.

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Why is employee engagement important?

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Employee engagement is more than employees just being happy with their work; it’s about feeling a sense of pride and connection to the work and to the business, which often results in higher job satisfaction, productivity and quality of work.

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Engaged employees are committed to bettering their work and the company at large. They are unlikely to leave their position for a higher salary or better title at another company, which reduces your employee turnover rate.

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“When employees are engaged, they are more productive, loyal and committed, which in turn improves employee retention, customer satisfaction and an organization’s overall financial health,” said Katie Brennan, HR knowledge advisor at the Society for Human Resource Management.

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20 employee engagement ideas

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If you’re trying to boost employee engagement in your company, it’s important to be patient and not try too hard. Changing how connected your employees feel to the company takes time and must be organic, not forced. Here are 20 ideas for helping your employees feel more engaged with your organization.

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1. Make time for fun.

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Humans aren’t designed to be work machines. Incorporate fun bonding experiences that allow your employees to relax and let loose. Here are some ideas:

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• Go to a sporting event or new brewery in town as a company outing.
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• Order pizza for the whole company on a Friday.
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• Go paintballing or bowling.
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• Visit an escape room.
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• Host a scavenger hunt.
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• Bring in a cool speaker for a lunch-and-learn.
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These opportunities can be especially important for hybrid and remote teams, which have limited chances to get together face-to-face.

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2. Offer unique employee discounts.

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Work perks are a great way to make employees feel that your company offers something special. This could be discounted sports or concert tickets, special employee pricing for items your company sells, or deals on travel.

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3. Keep communication open.

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Peter Schoeman, founder and CEO of The Dog Adventure, said the most effective way to keep your employees focused and motivated is to communicate with them.

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“Effective communication in the workplace is an essential element of a business’s progress,” he said. “Not only does it enhance employee engagement and the overall effectiveness of a team, but it also improves relationships. Communication assures that team members understand what they are working toward and why.”

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To improve communication, consider sending out a regular employee engagement survey to gather employee feedback.

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4. Use values-based employee recognition.

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Most companies have core values, but they are often neglected and referenced only once during the onboarding process. To help your employees connect with and embody your company’s values, actively reward behavior that exemplifies those values. This shows employees what your values look like in practice and makes it easy to live them out at work.

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5. Know your employees.

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This is an easy one. To best value and support your employees, you need to know who they are as people.

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“The best thing you can do is get to know your people, and have every manager get to know their people,” said Jeremy Bedenbaugh, founder and CEO of ReCreate Solutions. “Get to know their names, their kids’ and pets’ names, their values, their aspirations, and the things potentially blocking those things. There is no program, process or substitute for simply building relationships with your people.”

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6. Create opportunities for collaboration.

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Employees who have strong, positive relationships with their co-workers are automatically more engaged with their workplace, since it’s a large source of their interpersonal relationships. Create plenty of opportunities for your employees to work together and get to know each other.

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7. Make it clear how your employees contribute.

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Employees need to know exactly how they fit into the organization and how their work contributes to the overall goals. Without providing that insight, you risk having your workers feel as if they are an invisible cog in the wheel, doing work that no one appreciates. You might want to create a flowchart or graphic that shows how each employee’s work affects others and the company at large.

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8. Prioritize work-life balance.

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Again, showing your employees you value them as people is one of the most important ways to boost their engagement. This means encouraging and modeling a strong work-life balance, with plenty of paid time off, reasonable hours and flexibility. Work with your employees on an individual basis to make sure their work-life balance needs are being met.

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“Giving your employees a generous amount of PTO, longer lunch breaks or small gifts to show appreciation can all be helpful,” said Omid Semino, founder and CEO of Diamond Mansion. “Show them that you appreciate them and respect their time.”

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9. Offer role flexibility.

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Consider allowing easy lateral mobility within your company. This can be especially helpful for younger employees who have not yet figured out their perfect career path. Allowing flexibility and providing support in career mapping can help you retain employees you might have otherwise lost to other organizations.

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10. Be open and transparent.

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It’s much easier for employees to engage with a company when they know what’s going on, both good and bad. As a leader, you should be as transparent as possible with your employees. This shows that you trust and value them enough to keep them abreast of organizational goings-on.

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“We conduct companywide meetings as often as we can to ask for the opinions of the employees before we make the move,” said Oliver Baker, co-founder of Intelivita. “This allows us not just to see how these plans would affect the employees, but how [they] will also be improved according to the POV of our workers.”

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11. Have a philanthropic mission and follow through.

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Employees want to feel like they’re part of something positive. In fact, 79 percent of millennials are actively seeking out employers that give back to the community, so your company’s commitment to a charitable mission can go a long way in promoting employee engagement. Consider offering a couple days of PTO each quarter for employees to volunteer for your chosen cause.

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12. Offer wellness perks.

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When thinking about perks to offer, try to avoid the cliches – like a pingpong table that might be used once in a blue moon – and focus on ones that will actually benefit your employees. This could include unlimited PTO, the ability to work from home at least a couple days a week, catered lunches once a week and yoga classes. [Read related article: Why You Should Offer an Employee Health and Wellness Plan]

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13. Offer growth opportunities.

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One key way to engage your team is to provide a growth-oriented company culture, according to Josh Stomel, founder of TurboDebt.

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“Many employees search for greener pastures when they feel complacent and stuck in a role that no longer seems to provide opportunities for enhancement,” Stomel said. “This is why managers should keep a close eye on their team members and, as they continue their education or add to their skill sets, offer more responsibilities or even help facilitate a move to a different role.”

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14. Offer coaching and mentoring.

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By connecting employees with others in the company who have expertise to share, you can open up pathways of communication and learning within the scope of your company. Coaching and mentoring can help your employees map out their careers, grow their skills and become more innovative.

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15. Provide multiple options for feedback.

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Many employees may have feedback to share but are uncomfortable doing so in a large group or public setting. Provide opportunities for employees to share their thoughts in different ways, such as anonymous employee surveys, informal chats or sit-down meetings.

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16. Make a point to integrate new hires.

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Making a new hire feel welcome and like part of the team is a great way to foster employee engagement right from the start. Be sure to introduce each new hire to everyone, and create opportunities for the new employee to interact with their team members one-on-one to forge strong initial connections.

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17. Develop a strong company culture.

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Just as you should embody your company values, company culture matters to your employees. You should create an intentional culture, understand it and act based on it. Make culture fit a factor in all your hiring decisions, and promote your company culture wherever possible. For example, if wellness is a part of your company culture, offer healthy snacks in the break room, or start and promote an office running club.

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18. Support your employees’ goals.

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Dr. Miriam Lacey, professor of applied behavioral sciences at Pepperdine University’s Graziadio Business School, encourages employers to find out their employees’ personal goals and look for opportunities to satisfy them.

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“Discuss their career goals openly, and find growth opportunities within their existing role or in a new position within the organization,” Lacey said. “During working-from-home conditions, employers can schedule a one-on-one to discuss employees’ goals and ways to grow.”

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19. Act on feedback.

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A great way to make employees feel engaged with the workplace is to show them you’re listening by acting on their feedback. Be sure to communicate what you’re doing in response and why, as well as when employees can expect to see results of the changes.

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20. Celebrate milestones.

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“Celebrating different professional and personal milestones [is] key to keeping morale and making [employees] feel valued,” said Azza Shahid, chief marketing officer at Kikbits. “We make sure to remember employees’ birthdays, anniversaries with the company, and recognize them by sending a personalized card or email on the company account or a mention in online team meetings. These are small things but are a great motivation booster.”

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Benefits of employee engagement

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The benefits of high employee engagement are nearly endless. It has been consistently proven that happy workers are productive workers, which equals good things for your business. Here are six major benefits of having engaged employees.

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Increased productivity

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According to Gallup, employees who are highly engaged with their job and workplace are around 17 percent more productive than non-engaged employees because they enjoy their work and are committed to the overall goals of the company. They want to produce high-quality work and take pride in what they do.

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Lower absenteeism

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When employees care about their job and their impact on the team, they’re much more likely not to miss work if they don’t need to. Engaged employees want to work and contribute to the overall success of their organization, meaning they’ll take an occasional day off but won’t fall into regular absenteeism.

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Higher retention

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Engaged employees are satisfied with their work, like the people they work with and believe strongly in the company’s mission. This means they are unlikely to look for a job elsewhere, which helps you retain valuable employees. [Read related article: How to Manage and Improve Employee Retention]

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Increased revenue

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Since engaged employees often go the extra mile, they produce a higher volume of better-quality work, which can increase your company’s revenue. A 2019 report from Kincentric showed that every 5 percent increase in the engagement level of employees leads to a 3 percent increase in the company’s revenue.

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Better quality of work

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Engaged employees are motivated to do their best on every task. They are also more inclined to take innovative risks, be creative, and build their skills through seminars, mentorships and courses.

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Stronger communication

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When employees feel valued and supported, they will feel comfortable coming to you and other managers with their thoughts and issues. An open lane of communication between you and your employees is vital, as it allows you to address issues quickly and efficiently and keep your business running smoothly.

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Engaged employees can improve your business

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When your team is engaged, they’re more productive, creative and motivated. Engagement also reduces employee turnover, a problem that can quickly become expensive and disruptive if left unchecked. To foster engagement, create a positive culture replete with career development opportunities that support your employees in both their professional and personal goals. The response from your employees will be worth the investment and effort, and help your business reach new heights.

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Tejas Vemparala contributed to this article.

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Paid leave encapsulates several benefits, allowing employees to take a leave of absence for approved reasons. But what do these policies mean for workers and small businesses? Are they affordable, or do they unbearably balloon entrepreneurs’ budgets? Do they contribute to staff well-being and productivity? Read on to learn how paid leave policies can help your business.

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What are paid leave policies?

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Paid leave policies are regulations that extend job protection and paid time off (PTO) to workers for specific situations, such as illness and family emergencies. Different kinds of paid leave policies exist, including sick leave, family leave and parental leave. The exact provisions of these laws tend to vary widely locally and by state.

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Here’s a quick look at two of the most common types of paid leave policies.

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Paid family leave

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Paid family leave policies generally create a fund to extend state temporary disability insurance programs supported by a small percentage withdrawn from every employee’s paycheck. These insurance funds are typically 100 percent funded by workers and don’t require any added investment from employers or taxpayers. Instead of offering fully paid days off, paid family leave insurance funds typically offer wage replacement, generally worth about two-thirds of the employee’s weekly pay.

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Karen White, former director of policy analysis and community engagement for the Rutgers Center for Women and Work, said five states currently offer a temporary disability insurance program that can be expanded to support paid family leave. For example, New Jersey’s paid family leave policy requires a mere 0.06 percent deduction from workers’ paychecks up to the first $156,800 in pay to support itself. That means the maximum deduction from each employee amounts to just $94.08 annually.

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In return, workers receive wage replacement at a rate of 85 percent of weekly wages up to a maximum of $1,025 per week. That amount, White said, will be paid to workers for up to 26 weeks under the current state law.

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The policy doesn’t cost employers anything and is often viewed as a favorable employee benefit because it offers another layer of financial security for workers on leave.

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Paid medical leave

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Unlike paid family leave, paid sick time is usually an employer-supported expense; some state and local governments require businesses to offer it. Paid sick leave laws are designed to protect workers who fall ill or have loved ones who require care. In some states, the legal requirement is relatively minimal and just says that employees can take time away from work without fear of reprisal if they get sick.

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“The thing about [paid sick leave] is that it is a basic standard,” White explained, citing New Jersey as an example. “In New Jersey, in the municipalities that have passed the law, workers are provided with five job-protected paid days off. You can carry these paid sick leave days into the following year. This level of protection is a minimal standard that necessitates few employer costs.”

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However, because paid sick leave laws are implemented at the local or state level, they are different everywhere and can vary widely, even within the same area.

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How paid leave policies help small businesses

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Research into paid leave policies has revealed significant employer benefits.

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1. Paid leave policies create more engaged, productive employees.

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In New Jersey, researchers found that workers subject to paid leave protections had higher morale and productivity, and businesses that offer paid leave experienced significantly lower employee turnover.

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“In return, the benefits for businesses … far exceed the costs,” White noted. “The research shows that workers are more motivated, they are more productive, they have higher morale. The employers are better able to retain workers, and they reduce their turnover costs. It really is a win-win.”

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Additionally, new parents who received paid leave were more likely to remain employed a year after their child’s birth and less likely to require public assistance in general.

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2. Paid leave policies yield better recruiting prospects.

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Some prospective new hires may decline even the most promising job offer if paid leave isn’t among the employer’s policies. Incorporating paid leave policies into your business and clearly stating them in your job postings can help you recruit top talent. Additionally, when you offer generous paid leave policies, fewer prospective new hires will reject a job offer during the final recruitment stages.

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3. Paid leave policies create healthier workplaces.

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Team members do their best work when they’re healthy. When you implement paid leave policies and include sick leave, you permit unwell employees to stay home when they’re potentially contagious. This means your other employees won’t contract the employee’s illness, thus keeping them healthy and capable of doing their best work. Plus, even without work in the picture, prioritizing the health of the people in your life is just the right thing to do.

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Are U.S. employers required to offer paid leave?

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The U.S. is alone among industrialized countries in that it does not maintain federal paid leave healthcare policies. The federal Family and Medical Leave Act (FMLA) requires companies with 50 or more full-time employees to provide unpaid time off to certain employees, but there are no regulations for smaller businesses. And there is no federal requirement to offer compensated time off.

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In many cases, this means workers who need to take time off to care for themselves or their family members must do so without pay or the job protections that many paid leave regulations offer to eligible employees. This leaves many people vulnerable, particularly low-income workers.

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In recent years, a movement in local jurisdictions and state legislatures to implement paid leave policies has grown. While advocates of paid leave policies ultimately have their sights set on a uniform federal policy, many have settled for slowly filling in the gaps at lower levels.

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Implementing a paid leave policy for your company

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Implementation has many moving parts. “The key to crafting a well-balanced paid leave policy is to ensure that your policy aligns with the mandatory requirements,” advised Dave Berndt, vice president of compliance and ethics at Southwest Key Programs. “Then it’s a matter of considering whether you, as an employer, want to add any additional coverage for your employees. For companies that have operations in multiple states, it can be a complicated process to comply with various versions of paid sick leave laws.”

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Often, when a company does business in multiple jurisdictions with paid leave requirements, it might choose to adopt the most stringent requirements to ensure compliance across the board. Those operating in both jurisdictions with paid leave policies and those with no regulations might enact a company policy only where it’s required.

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Ultimately, it’s a question of strategy. However, Berndt noted that while paid leave might represent challenges for employers, they should also view the changes as a positive opportunity to improve their team’s work-life balance.

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“When states pass legislation mandating paid sick leave, this creates new regulatory burdens for employers,” Berndt conceded. “However, employers should also look at these new requirements as an opportunity to support their workforce, boost morale and provide a better work-life balance.”

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Popular support for paid leave policies

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Among the general population, support for a federal paid leave program is high. According to a 2022 Navigator survey, 80 percent of the population supports federal paid family and medical leave, with 53 percent of respondents indicating strong support.

\n

Entrepreneurs agree: According to a 2023 National Partnership for Women & Families survey, 70 percent of California business owners found paid leave policies beneficial. Additionally, 80 percent of these business owners said they support California expanding its statewide paid leave program. These findings dovetail with 2021 National Bureau of Economic Research findings showing that 70 percent of small business owners support paid family leave.

\n

Generally, popular support is translating into an expansion of paid leave policies throughout the U.S. Employers that want to get ahead of the game should consider drafting a paid leave policy before it’s mandatory and tweaking it to conform with local standards as they develop.

\n

“As for the future, we anticipate that more states will adopt similar mandatory paid sick leave laws since these have become so popular from a political perspective,” Berndt noted.

\n

How software can help businesses manage paid leave policies

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It’s one thing to develop and announce a paid leave program. It’s another thing to actually track employees’ accrued sick time and pay team members in accordance with your policy. You can automate these needs with the best HR software, the best time and attendance software and the best payroll software. Here are some examples of how these types of business software can help you manage your paid leave policies:

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• Gusto: Within Gusto’s HR software, your employees can request paid leave of various types. Gusto will indicate which type of leave the employee is requesting, and you can approve or decline it in one click. The platform will then automatically record the employee’s leave hours and pay them accordingly. Learn more via our Gusto HR review.
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• Paychex: Paychex’s payroll software is designed for businesses with extensive regulatory compliance needs, such as adhering to state and federal paid leave laws. With Paychex, you can also access HR professionals who can help you properly execute your paid leave policies. Our Paychex review details the additional features you receive when you choose this vendor for payroll processing.
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• QuickBooks Time: You can use QuickBooks Time to establish policy-based rules for your team’s paid time off requests and accrual within your time and attendance software. This way, you give employees full independence in managing their leave. Read our QuickBooks Time review to learn more.
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\n

Employees with paid leave stick around

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Offering your team paid leave increases employee retention and leads to a healthier, more productive workforce. This is true whether or not you’re legally required to establish this type of policy. Plus, business software makes leave policies simple to set up and maintain. These are all great reasons to launch a paid sick leave program, but the best one is that it’s just a nice thing to do.

\n

Max Freedman and Adam Uzialko contributed to this article. Source interviews were conducted for a previous version of this article.

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Advertisements and traditional marketing messages surround consumers constantly; they’ve become adept at tuning those messages out to avoid cognitive overload. Consumers delete emails, block banner ads, and skip video ads as soon as possible.

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However, text messages get consumers’ attention. People are more likely to open a text message and click through to its offer. When done correctly, text message marketing (or SMS marketing) is one of the most effective marketing methods out there.

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We’ll highlight best practices for your text message marketing campaigns and share common mistakes to avoid to ensure the highest possible return on investment.

\n\n\n \n\n\n\n

Text message marketing do’s

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According to a survey by SimpleTexting, 70 percent of consumers have agreed to receive texts from businesses. Additionally, texts enjoy a 98 percent open rate and a 36 percent click-through rate. Clearly, text messaging can be a highly effective small business marketing tool — when done right.

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To ensure a successful text message marketing campaign, consider the following best practices:

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1. Keep text messages short and to the point.

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“One mistake we made early on was sending [messages that were] too long,” said Matt Schmidt, owner and founder of Diabetes Life Solutions. “People don’t want to read a novel on their cell phone. Keep the text message precise and brief.”

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A single text message can be 918 characters, but after a text reaches 160 characters, it will be broken down into chunks of 153 characters. This means your marketing text message should take full advantage of all those characters.

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Make your messages as short as possible while still getting your point across. If you include extra words, you may lose prospects who don’t have the attention span, time or desire to read a long message.

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2. Ensure your texts have a purpose.

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Some marketers believe traditional marketing forms don’t need a specific purpose or goal beyond brand awareness (unless your business or sales goals state otherwise). However, text message marketing absolutely does. When you send a text directly to someone, you’re likely interrupting something they’re doing, so you need a reason.

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Your text message marketing’s purpose should align with your overall short- and long-term business goals. Consider why you chose text message marketing over — or in conjunction with — other marketing methods. Next, focus on a specific purpose, such as scheduling or confirming appointments, offering discounts, or providing quick information.

\n

Examples of quick, purposeful information include the following:

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• A reminder that your live webinar is happening in one hour
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• An announcement that the sale at your online clothing boutique is ending in 24 hours
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• A notification that the eyeshadow the customer has in their online shopping cart is running low
\n
• A follow-up asking if your IT services prospect has any questions about the proposal you sent them
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• A text message survey that requests customer feedback
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“We’ve seen the best results when using it [text messaging] as a form of follow-up,” said Sean Pour, co-founder of SellMax. “We just use it to remind people that they wanted to sell their car, and we’re still here to help them.”

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3. Strengthen the copywriting in your text message marketing.

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The copywriting in your mobile marketing messages should get prospects or customers to take an action that pushes them to buy soon. If you’re unsure what type of copywriting works best, try writing your text messages a few different ways. Test and readjust your content until results improve.

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These copywriting tips can help boost your campaign performance:

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• Invoke a sense of urgency. Encourage prospects to take action by invoking a sense of urgency. Having a call to action (CTA) is essential for getting customers to buy your product or service. Because text messages aren’t usually revisited after they’ve been seen, you want your prospects to take action right when they receive your message. That means you must be clear and direct by using words that tell them what to do.
\n
• Speak your audience’s language. Write for your audience by creating content they’ll find relatable. Consider creating buyer personas to better connect to your target customers. Text message marketing is not the place to use jargon; keep your voice informal. “Texting is inherently short and conversational,” said Rachel Rosenthal, senior product manager at SmartRent. “Don’t copy and paste long emails into texts or send highly technical and dense information.”
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4. Be strategic about the timing and quantity of your text messages.

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Text messaging is all about timing. People tend to pay more attention to texts than emails, so they’ll notice if you send messages too frequently and start viewing your communications as spam texts.

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“When we first tried text message marketing, we were sending out weekly texts, and people were getting fed up with it,” Pour said. “People told us it was just excessive and it made them not want to do business with us, so we cut back drastically.”

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The best time and number of text messages to send will vary based on these factors:

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• Your target audience
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• Your industry
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• Your specific business type
\n
• Where your prospects fall on the buyer journey timeline
\n
• Consumer supply and demand (e.g., the COVID-19 toilet paper fiasco)
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Text message marketing don’ts

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While text message marketing offers many benefits, you also run the risk of annoying or alienating customers. Avoid the common cringe-worthy errors in your text message marketing campaigns:

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1. Don’t text without permission.

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Under the Telephone Consumer Protection Act, businesses must obtain written (by hand or electronically) permission from the customer authorizing them to send messages, or they will face serious legal consequences.

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“I have brought lawsuits on behalf of customers that have received repeated messages from telemarketers,” said Richard Ernsberger, attorney at Behrend & Ernsberger. “The customers developed a negative view of the company that was providing the unsolicited [contact].”

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There are various ways to get permission:

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• Have users text a keyword.
\n
• Have users provide their phone number.
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• Have users sign up through an email link.
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All these methods count as written permission, but you should ensure your audience knows what they’re signing up for — and how to get out if they want (see below).

\n

2. Don’t lock people into receiving your text messages.

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Consumers may change their minds about receiving your texts. It’s crucial to give people a way to opt out of your text messages and offer clear directions on how to stop them. Consumers like to have a choice in how marketers reach them. Text message marketing is a delicate line to walk because receiving texts can be jarring.

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“Because you’ve made it clear you have access to a client’s phone number, now you need to be polite and avoid sounding invasive,” said Caio Bersot, content and social media strategist at EnergyRates.ca. “Let them know right away what they can do if they no longer want to receive messages from you.”

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3. Don’t offer only one-way communication in your text message marketing.

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These days, consumer-brand relationships are crucial. Ensure consumers feel that you value their time and money and actively care about them.

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If you can devote the time and energy, consider making your text messaging a two-way communication channel that facilitates customer feedback. A responsive feedback channel is a great way to foster customer loyalty. However, if you allow back-and-forth messaging, you must commit to responding to all messages promptly.

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4. Don’t be disrespectful in your text message marketing.

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Text messages can feel more private and personal than other advertising forms. Respect this fact. Do not abuse your privileges, and be mindful of your messaging practices.

\n

Zach Hendrix, co-founder of GreenPal, said text message marketing has become the lifeblood of his business. However, that success didn’t come without some blunders.

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“We were sending text messages in the early morning hours on the East Coast while it was actually the middle of the night on the West Coast,” he said. “As soon as we sent them, we started getting irate emails from our users on the West Coast because [it was] 3 and 4 o’clock in the morning their time.”

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Hendrix said it took a lot of work to adjust the GreenPal promotions to be layered according to time zone, but it was worth it in the end.

\n

“Text message marketing sounds like a simple thing to pull off,” he said. “But you can’t really just fire and forget like email. You have to think it through.”

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Building relationships the short way

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Once you’ve implemented text message marketing, you can send short messages that build and grow customer relationships. Strategic, well-worded texts with a clear purpose are most effective, as is texting only during business hours and allowing people to opt out. If this all sounds simple, it is — with SMS marketing, you can move mountains in just a couple of sentences.

\n

Max Freedman and Marisa Sanfilippo contributed to this article. Source interviews were conducted for a previous version of this article.

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Creating a resume is a challenging part of searching for a new job. You have to fit your notable experiences onto an error-free, carefully formatted page and present yourself as up to the task.

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When entering a new industry, shaping your resume is even trickier. You’re likely competing against candidates with relevant experience in the field, and you may worry you won’t measure up. Fortunately, lacking experience in a specific industry doesn’t mean you lack the skills to do the job. Obtaining an interview is all about how you present yourself in both the application and your resume.

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We’ll explore six ways to make your resume stand out to land a job interview. The rest is up to you.

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When you’re writing a resume for job consideration in a new field, you’ll want to highlight your skills and downplay your lack of experience.

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“The purpose of a resume is to convince the hiring manager that you are the best candidate for the job,” said Shweta Khare, career expert and founder of CareerBright. “It might not be an easy thing to convey convincingly if you are changing careers, but with some effort, you can stand out.”

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Here are six tips for generating a resume that stands out.

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1. Use a suitable format that matches your new job.

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Before submitting your resume to a prospective employer, read as many sample resumes as possible to get a good idea of the accepted norm for the content and style of a resume in the field you are aiming to enter.

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“This is a time when you want to conform to the standards,” explained Richie Frieman, author of Reply All … And Other Ways to Tank Your Career. “A law firm is expecting something much more conservative than a graphic design or architecture firm.”

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Frieman advises matching the prospective employer’s tone visually and through your word choices. “If your industry allows you to be creative or unique, make sure you take advantage of it. The opposite is true as well: An accounting firm will most likely not appreciate an artistic-looking resume.”

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2. Identify your transferable skills.

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Your resume should reflect all the skills you’ve accrued in your past work experience and demonstrate how you can apply them to the new role. For example, if you are a seasoned teacher looking to get into account management, emphasize your communication, organization and time-management skills.

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“Find where your skills in your current career are relevant to your new career and highlight them,” advised John Crossman, founder of Crossman Career Builders.

\n

Don’t get hung up on skills unique to the new field. Remember, you have valuable skills and experience to bring to the table. Ensure your resume clearly shows how you can use your existing skills to be effective in the new position.

\n

3. Volunteer or freelance to gain relevant experience.

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If you’re set on amassing relevant experience in your new field before applying, volunteering and doing freelance work are excellent ways to gain experience, build a network and pad your resume.

\n

Freelancing is becoming more popular and accessible across industries than ever. “Many hiring managers feel that volunteer work makes job candidates more attractive,” Khare said. “If you have volunteered or done freelance work, it counts as work experience.” [Related article: 9 Things Every Potential Freelancer Should Know]

\n

Furthermore, freelancing or volunteering helps you build a network, which can prove invaluable as you embark on a new career path. People in your network can provide guidance and may even have contacts to help you with your job search.

\n

“Your network can not only help you land a job in the field but also offer feedback on your resume,” Khare added. “Find a contact who works in a similar position, and ask them to review your resume before you send it in.”

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4. Quantify your achievements to show actionable changes.

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Regardless of the fields you worked in previously, when hiring employees, employers want to see quantifiable achievements to know you can make a positive change in any situation. Your resume should tell them about problems you solved in past positions – and how you solved them – even if they aren’t related to your new industry.

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“You need to [present] quantifiable data for the hiring manager to analyze,” said Charley Polachi, managing partner of recruiting firm Polachi & Company Inc. “What was the state of the company when you went in, and what is the state today? Hopefully, it’s up, and if it is, what did you do there to improve it?”

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Quantifying your achievements can be challenging, particularly if your past roles didn’t require you to work with numbers. Still, it can be done in a way that meaningfully measures your experience.

\n

For example, say you were a supervisor for a research program. Instead of stating that you were “responsible for supervising researchers,” you could say you “supervised 10 to 15 graduate research students each year while providing mentorship.”

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Providing numbers makes it easier for the hiring manager to get a snapshot of the scale of your work and get a better gauge of your output.

\n

5. Scrutinize resumes of people who work in the position.

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Utilize LinkedIn to better understand what’s required or expected from someone applying for the position you’re seeking. Should you have a certain degree? Specific training? Unique skills?

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LinkedIn can help you find individuals who work in the same job or a position similar to the one you’re seeking. Note their experience and skills, and use this information as a guide when presenting yourself on paper.

\n

If you come across someone you have a connection with, like someone in your alumni network or someone with whom you share a mutual contact, politely reach out and see if they would be willing to chat with you about their experience in the field. Make sure you mention how you found them and why you’re reaching out.

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6. Ensure you have a strong online presence.

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In the age of digital job searches, your online presence is like an extension of your resume. Because of the proliferation of social media screenings, ensure all your social profiles are professional and up to date.

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If you don’t have a social media presence, create a LinkedIn profile to give hiring managers a more in-depth picture of your professional background.

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You can also use your LinkedIn account to further establish yourself in your new industry by sharing articles and connecting with relevant voices in the field.

\n

Tierra Smith contributed to the writing and reporting in this article. Source interviews were conducted for a previous version of this article.

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Open offices have become a ubiquitous hallmark of modern companies. A trend that started as the answer to the soul-sucking cubicle farms popularized in the ’80s and ’90s, the open office promised collaboration, equality, productivity and an identity as the cool workplace on the block.

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However, studies have shown that open offices often don’t contribute to productivity and that many employees dislike them. Sitting shoulder-to-shoulder with co-workers at a communal table, or only a computer monitor away from the CFO can be stressful and distracting. That said, there are ways to make an open office a functional, collaborative workspace that doesn’t drive employees up the wall.

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Editor’s note: Looking for cubicles for your office? Answers the questions below to receive free information from a variety of vendors.

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Open-office etiquette tips

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Open offices can strengthen bonds between colleagues, as they ensure employees work in close quarters instead of being siloed in cubicles or private offices. But that proximity can be a curse just as much as a blessing, depending on how team members conduct themselves in the workplace. To that end, here are six open-office etiquette tips.

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1. Set clear expectations for your open office.

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As a business owner or office manager, you need to start out on the right foot with your open office by implementing a clear set of rules and expectations for employees.

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“Putting an emphasis on ritual or culture-building practices are great ways to foster a better space,” said Alec Melger, global HR generalist at Design Pickle, “whether that’s designating spaces to be more secluded or quiet or creating companywide signals for quiet time without seeming imposing.”

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If you don’t implement expectations as soon as you move into your open office, your employees will create their own office rules as they go along. The problem with this is that it can lead to resentment and discord if these unwritten — and unsanctioned — rules are not understood or followed by everyone.

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Instead, make a point of leading by example and gathering feedback on a consistent basis to see what is working in your office space and what isn’t. This will help your employees feel heard and like they have a say in the office culture.

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Melger also said that the power of choice is a big motivator, particularly in open offices.

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“Give your employees the freedom to get work done in a physical setting that they work best in. Allow employees to work away from their desks, in a different room on a couch, or [let them] listen to music or podcasts.”

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2. Respect privacy.

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In open offices, employees typically work close to each other — so close, in fact, you could probably read what your colleague is typing on their computer from your own seat. This can cause feelings of insecurity and discomfort in workers. The distraction that happens when someone feels like they’re being watched can lead to a drop in productivity.

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“One of the most dreaded aspects of open offices is the visibility of your screen,” said Darko Jacimovic, founder of WhatToBecome. “Staring at other people’s displays is an absolute no when it comes to open-office etiquette.”

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To avoid this, try to position furniture in a way that provides as much privacy as possible for employees.

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“It’s awkward to look up only to see your co-worker looking at you,” said Sam Johns, senior content editor at Resume Genius. “So try to arrange seating so positions are offset on either side of the desk. Otherwise, install some basic privacy tools, such as desk dividers.”

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Privacy also means respecting co-workers’ right to work uninterrupted. This can be difficult to communicate without the benefit of an office door to close, so you may have to get creative with how you communicate the need for focus.

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Shawn Breyer, owner of Breyer Home Buyers, says his company devotes a window of time every morning to focused work across the office. They set aside two to three hours of guaranteed uninterrupted time during which employees are encouraged to work on their most meaningful tasks.

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Mutual respect between employees is also key.

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“You and your possessions should not distract [your co-workers],” said Johns. “If you want to listen to music, listen with headphones. If you want to use your desk fan, make sure it’s pointed away from your deskmates. If you need to take a call, consider stepping out of the office for a moment.” [Read related article: Music and Its Effects on Productivity]

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3. Keep your space clean.

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Since employees don’t have their own office or cubicle, each person’s space is also everyone else’s in a way. Even if someone has their own desk, they’ll still share the area with others, meaning their mess can affect others.

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“Your workspace is in full view of others, and the way you keep your space reflects upon you and your department,” said Jodi R.R. Smith, owner of Mannersmith Etiquette Consulting. “Neat and professional is the only way to go.”

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Encourage employees to dust and wipe down their desks each week, not leave old food or cold cups of coffee out overnight, and try their best to keep their stations organized.

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Polly Kay, senior marketing manager at English Blinds, said that an overcrowded desk can lead to unfortunate accidents, so it’s best to keep the space minimal.

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“Precariously tottering piles of paper, top-heavy plants, and cups of coffee too close to the edge can all get knocked over by others,” she said.

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4. Be conscious of noise.

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Noise travels far in an open office. Even if talking or music doesn’t distract you, it may distract those around you and hinder productivity.

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“The noise from your space should be at a minimum,” said Smith. “This means no listening to voicemail via speakerphone, no singing/humming/whistling, no playing the drums with your fingers on the edge of your desk, and no perpetual gum snapping. Little habits you barely register in yourself have a way of quickly driving your co-workers batty.”

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Employees don’t have to be silent or keep to themselves the entire day, but everyone should be aware of their volume, especially if you notice others on your team getting sidetracked or frustrated.

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5. Don’t overdo scents.

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Some people are sensitive to smells, feeling ill at the slightest scents. Even sweet aromas can cause nausea, headaches, an itchy nose, trouble breathing and other unpleasant symptoms.

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Smith said that if employees bike to work or spend their break outdoors, they should come back to their desks clean and fresh but avoid dousing themselves in perfume or cologne to overcompensate. Also, she added, if someone’s lunch has an overwhelming smell, they should eat it in the break room or somewhere else away from their desk. No one wants to work with the scent of tuna wafting through the air. [Find out the top ways to make your workspace more productive.]

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6. Be considerate.

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You should “pay attention to colleagues’ cues,” said Brett Good, senior district president for Robert Half. If someone seems disturbed, anxious, annoyed or affected in any way by a teammate’s actions, try your best to accommodate them. Be conscientious and aware of what your employees are doing — like if they are on an important call or focusing on a complicated project — and encourage everyone to act appropriately around them.

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Olga Mykhoparkina, founder of Quoleady, once had a colleague play a joke on her while she was on a video conferencing call with an important client. “In the middle of the call, a colleague of mine dropped in the background, imitating a raging monkey. [I thought] it was really funny, but my client didn’t appreciate it at all.”

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Recognize reasonable office boundaries, and continuously check in with yourself and others around you to make sure everyone’s needs are being met. Open offices depend on strong communication and a willingness from everyone to make them work.

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“Always put yourself in others’ shoes and consider how you would want to be treated,” said Good. “How you conduct yourself in the office and treat others can be just as important to your career as your work performance.”

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Pros and cons of open-office floor plans

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Not sure if an open office is the right style for your workplace? Below are some of the advantages and disadvantages to consider.

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Pros of open-office floor plans

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• Easy employee access: In traditional cubicle arrangements, when employees need to speak face-to-face, they have to navigate a labyrinth of cordoned-off workspaces. Open offices solve this problem — you can look across or down the table to find the person you need. If you do have to walk over to a colleague, it’ll take less time.
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• Greater feelings of equality: An open-office arrangement can feel like a flat organizational structure. In such a structure, all team members operate on roughly the same level, rather than in a typical hierarchical reporting and decision-making structure. Even if your business does still have a traditional chain of command, an open office can lead to greater feelings of equality among your team and more willingness to collaborate. No one gets preferential treatment with a private office.
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• More aesthetically pleasing: The traditional office setup — with sequestered work stations and potentially headache-inducing fluorescent lights — isn’t the most aesthetically pleasing. That matters because a physically unpleasant workspace can affect a person’s well-being, while a more comforting space can inspire a low-stress work environment. And, of course, lower stress levels can lead to better work quality across your team.
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Cons of open-office floor plans

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• Lack of privacy: In an open-office setting, anyone can look at anyone else’s computer screen. This lack of privacy can cause undue stress that decreases productivity. This is especially true for employees seated near management or leadership, though in some open layouts, higher-ups still have private offices.
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• More distractions: Employees can see and hear everything their co-workers are doing in open-office spaces. That loud typer or the person who fidgets a lot while reading what’s on their screen can fuel workplace distractions that kill productivity. This can become a serious problem, since distracted workers hurt your bottom line.
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• Potential for clutter: An open-office layout basically means everyone shares the same desk. As such, clutter from one person’s work area can easily become an adjacent employee’s clutter. If many team members keep cluttered desks, there can be a ripple effect that results in a messy, claustrophobic office.
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Determining whether an open office is right for your business

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Whether or not an open-office layout would work for your business depends on your employees’ habits and your team’s dynamics. Are many of your staffers prone to creating clutter and noise as they work? Have you noticed that certain team members’ lunches smell a bit pungent? Ask yourself these questions and others about your workforce and work environment, then use the answers to decide between an open or private office.

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Max Freedman and Sammi Caramela contributed to this article. Source interviews were conducted for a previous version of this article. 

"}},{"_index":"wp-index-bnd-prod-content","_type":"content","_id":"1578","_score":2,"_source":{"canonical":"https://vaylees.com/15333-cloud-based-phone-system.html","displayModified":"2024-10-02T00:00:00Z","docType":"article","editorsPick":false,"href":"15333-cloud-based-phone-system.html","id":"1578","ID":1578,"isSponsored":false,"published":"2019-11-20T13:00:00Z","site":"bnd","stream":"Is a cloud-based phone system worthwhile for new or small businesses?","subtitle":"Is a cloud-based phone system worthwhile for new or small businesses?","title":"Should You Get A Cloud-Based Business Phone System?","author":{"displayName":"Kiely Kuligowski","email":"kkuligowski@business.com","thumbnail":"https://images.vaylees.com/app/uploads/2022/04/18120047/kiely-kuligowski.jpg","type":"Senior Writer"},"channels":{"primary":{"name":"Grow Your Business","slug":"grow-your-business"},"sub":{"name":"Technology","slug":"technology"}},"meta":{"robots":"index, follow","description":"Does your business need a cloud-based phone system? This guide will help you weigh the pros and cons and determine whether one is right for you."},"thumbnail":{"path":"https://images.vaylees.com/app/uploads/2022/04/04074546/VoIP_Getty_Chainarong__Prasertthai.jpg","caption":"Chainarong Prasertthai / Getty Images","alt":""},"content":"\n

An effective and reliable method of communication is a cornerstone of any successful business, especially in your early days when it’s important that prospective customers easily reach you. Cloud-based phone systems, also known as internet calling or Voice over Internet Protocol (VoIP), have become extremely popular with the increased ubiquity of cloud storage across all aspects of business.

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Although cloud-based phone systems are a strong fit for mom-and-pop shops, e-commerce operations and sole proprietors, they might not suit all small businesses. Read on to see if they’re right for you.

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What is a cloud phone?

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A cloud-based phone system, or cloud phone, is a phone service that allows you to make calls over the internet rather than over a traditional analog phone line that uses copper wires or optical fibers to make a connection. Cloud phones are hosted in one or more off-site secure data centers.

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These phone systems can be used with a variety of devices, including traditional phones with adapters, smartphone apps, computer software or VoIP-enabled phones. Small businesses on a budget may prefer the smartphone app option — employees can download the app to their personal smartphones and use a business number to make calls from anywhere. That’s much more cost-effective than buying employees separate work phones.

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With cloud-based phone systems, rather than maintaining software via a server such as a private branch exchange (PBX) on the premises, all information and data are stored in the cloud. This helps you save on costly maintenance and updates since everything can be easily updated in the cloud. [Read related article: Should Your Business Switch to Cloud PBX?] 

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Editor’s note: Looking for the right business phone system for your company? Fill out the below questionnaire to have our vendor partners contact you about your needs.

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Cloud phone system vs. a traditional phone system

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Traditional telephones work by connecting phone systems to the public network. These networks use an Integrated Services Digital Network (ISDN) or a public switched telephone network (PSTN) to place calls. In more modern setups, traditional phones can work through VoIP, which runs the phone lines through internet connections.

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Cloud phone systems take the concept further. The phones are not routed through traditional networks at all. Instead, voice communication is routed through a third-party-hosted internet system. Traditional phone technology can be used, but it isn’t necessary. Instead, any computer device can use cloud calling for voice communication. That’s great if you have a separate work laptop but don’t also want to spend more of your business’s limited money on a separate work phone. Just place business calls from your laptop instead.

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Typically, cloud-based voice is less expensive than traditional phone lines or VoIP because it can be bundled with additional cloud services, such as customer relationship management (CRM) software. If your small business sells directly to consumers, a CRM may be helpful, but otherwise, sticking with just cloud-based voice is more cost-effective. Either way, cloud calling is an inexpensive resource for providers.

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How do you know if your business needs a cloud-based phone system?

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Cloud-based phone systems are lightweight and relatively inexpensive compared to more equipment-heavy traditional phone systems, but they might not be right for every small business. Consider the following factors to determine if you should buy a cloud-based business phone system.

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• Equipment: If you’re starting from scratch and want to keep equipment to a minimum, cloud phone systems are a great option. Cloud phones operate fully on a desktop computer or mobile device, making additional hardware optional. However, if you already have a lot of traditional phone system equipment that you don’t want to waste (this is unlikely for first-time business owners), check to be sure it’s compatible with modern cloud systems before signing up with a provider.
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• Costs: Cloud phone systems eliminate installation and maintenance costs that are unavoidable with many traditional phone systems. However, some cloud-based phone systems offer access to a wide range of features, like video conferencing and AI sentiment analysis. You’ll pay for these extra bells and whistles, so consider carefully whether you need these features before buying. Some cloud phone providers offer scaled-down versions that may be more suitable for a low-budget business in need of just basic phone services.
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• Reliability: Cloud-based phone services rely on a stable and consistent internet connection. If your internet is unreliable, a cloud phone system might not be useful for you unless you upgrade your internet package first.
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• Data management: With a cloud service provider of any kind, data is stored and managed by a third party rather than on local servers. This can be a benefit to small businesses since many such companies lack dedicated IT resources, but for those that want full control over their data, it may be a drawback. Consider how your business uses its data and the security practices of any provider you choose to work with.
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What are the pros and cons of cloud-based phone systems?

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Cloud-based phone systems are becoming increasingly popular as small businesses adapt to using digital and internet-based services, but it’s still important to assess all aspects of cloud-based phone systems before deciding if one is right for your company.

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Pros of cloud-based phone systems

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• Cost-effective: As with many cloud services, the main benefit of cloud-based phone systems is their low cost. Because all your calls are conducted through the internet, you are responsible only for the cost of your internet connection rather than for call minutes or phone service, as you would be with a traditional phone system. Traditional systems also charge extra for features like voicemail or auto attendant, whereas most cloud-based systems include these features with your phone service so you have only one monthly cost for your communication needs.
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• Reliable: Another main draw of cloud-based phone systems is their reliability. Because most small businesses depend on communicating with customers and other outside parties to conduct operations, a reliable phone line is vital. Cloud-based phone systems are hosted in multiple locations, which means you and your data are protected even if a server fails. This is known as geographic redundancy, and it’s highly effective in helping businesses avoid service issues and downtime. Updates and maintenance are also carried out directly in the cloud, which saves you time and money and helps further avoid downtime.
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• Flexible: Additionally, cloud-based phone systems provide almost unlimited flexibility, making them an attractive option for small businesses with remote workers or frequent travelers. They go hand in hand with the common small business choice to forgo physical office space since overhead is expensive. A cloud-based system can route calls to your VoIP-enabled device no matter where you are, as long as you have an internet connection.
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• Scalable: Your company may eventually start growing, at which point cloud-based phone systems offer limitless flexibility in scaling. A cloud management system allows you to easily add phone lines, extensions and advanced features as needed without having to pay for professional installation or purchase additional equipment.
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Cons of cloud-based phone systems

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• Dependent on connectivity: Because cloud phone systems are internet-based, they are susceptible to internet connectivity issues and outages. If you have spotty or unreliable internet service that frequently drops or fails, a cloud-based system may not be right for you. A strong, consistent internet signal is critical to a functional cloud-based phone system — and, in this day and age, almost any small business’s overall success.
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• Security: Since cloud services are managed by third parties, you should clearly understand their security practices. Without the proper precautions and safeguards, cloud-based systems are susceptible to malware and hacking — small business cybersecurity is always paramount. Be sure your internet connection is protected and your cloud system provider has security measures in place to further protect your data.
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• Sunk costs: Although it’s not common for new businesses to already have significant traditional telephone equipment, if this is indeed the case, purchasing adaptors to turn this equipment into cloud-enabled phones or buying all new VoIP phones can be costly. Consider the equipment you already have and see if it makes better financial sense to pay to convert your existing system or to purchase a whole new service.
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Choose cloud phones for affordability and usability

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Small businesses that need effective phone capabilities for an inexpensive price and without the clutter of traditional hardware and physical office space could benefit from a cloud-based phone system. All you need to make the most of cloud phone technology is a reliable internet connection and one of the best business phone system providers to deliver excellent service. Once your cloud-based phone system is set up, it will be easy to make crystal-clear calls through an easy-to-use software interface that you and your employees will love.

\n"}},{"_index":"wp-index-bnd-prod-content","_type":"content","_id":"1060","_score":2,"_source":{"canonical":"https://vaylees.com/15896-disciplinary-action-policy-how-to.html","displayModified":"2023-10-23T14:41:31Z","docType":"article","editorsPick":false,"href":"15896-disciplinary-action-policy-how-to.html","id":"1060","ID":1060,"isSponsored":false,"published":"2020-11-02T13:30:00Z","site":"bnd","stream":"Disciplinary action in the workplace is any response to misbehavior or rule-breaking at work.","subtitle":"Disciplinary action in the workplace is any response to misbehavior or rule-breaking at work.","title":"How to Develop a Disciplinary Action Policy","author":{"displayName":"Kiely Kuligowski","email":"kkuligowski@business.com","thumbnail":"https://images.vaylees.com/app/uploads/2022/04/18120047/kiely-kuligowski.jpg","type":"Senior Writer"},"channels":{"primary":{"name":"Lead Your Team","slug":"lead-your-team"},"sub":{"name":"Managing","slug":"managing"}},"meta":{"robots":"index, follow","description":"A disciplinary action policy standardizes your company's response to incidents that violate its policies. Learn how to create a disciplinary action policy."},"thumbnail":{"path":"https://images.vaylees.com/app/uploads/2022/04/04073454/Serious_Getty_MangoStar_Studio-scaled.jpg","caption":"MangoStar_Studio / Getty Images","alt":""},"content":"

Although it’s an uncomfortable subject, discipline in the workplace is often necessary. Companies need a disciplinary action policy to standardize procedures when workplace misbehavior or rule-breaking occurs. We’ll explain what disciplinary action policies entail, the behavioral factors involved and how to create a custom disciplinary action policy.

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What is a disciplinary action policy?

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A disciplinary action policy identifies and standardizes procedures for responding to incidents that go against company policies. A well-written disciplinary action policy clearly states your company’s rules and the consequences if those rules are broken.

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A disciplinary action policy should include the following six components:

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1. Policy overview: This section explains the steps the company will take to address employee misconduct or failure to perform.
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2. Statement of at-will employment: This portion of the policy states that all employees of your company are at-will employees and can be terminated at any time for any reason.
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3. Disciplinary steps and measures: In this section, you’ll list each step the company will take to address issues and the disciplinary measures involved. Disciplinary action can range from a verbal or written warning to suspension or even termination, depending on the severity of the infraction. You must delineate each step and state how, why and when the issue will move to the next step. This section should also explicitly state manager requirements, such as documenting each step of the process and keeping employees fully informed.
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4. Disciplinary process explanation: You must include detailed descriptions of each step in the disciplinary process and what the employee can expect. You must also explain that some infractions won’t follow the steps chronologically. For example, tardiness issues may begin at step one, which involves the manager giving the employee a verbal warning. However, significant offenses may begin at step three, which might be suspension. “Include language that the policy is a guideline, not an absolute,” advised Michael Coles, owner of The Coles Firm. “Employers should reserve the right to upgrade or downgrade discipline in the face of aggravating or extenuating circumstances.”
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5. An employee’s right to appeal a decision: Your policy should include a statement explaining that any employee who believes they were not treated fairly or properly can appeal disciplinary decisions to the appropriate party, such as human resources (HR). Outline the steps employees would take to appeal a decision.
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6. Company legal protections: You should also include legal protections for your business; several potential legal ramifications may occur if you do not carefully design your disciplinary policy. The Worker Adjustment and Retraining Notification Act (WARN), which only applies to businesses with 100 or more employees and the National Labor Relations Act, which governs unionized employees, are labor laws that govern employee discipline and termination. To avoid legal issues, your disciplinary policy should:
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• Include a statement that protects your right to terminate employees at will
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• Inform employees about unacceptable behaviors
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• Provide consistent, fair discipline guidelines
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• Prevent managers from inconsistent, illegal or abusive discipline
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• Require documentation and collected evidence of employee behavior issues
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Why do you need a disciplinary action policy?

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Disciplinary action policies are crucial communication tools that ensure HR compliance. “A disciplinary action policy is a framework for how an employer views various transgressions by employees and how the employer typically responds to them,” Coles explained. “It highlights what infractions are considered worse than others and outlines the possible discipline an employee might face.”

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A workplace disciplinary policy provides employees with clear guidelines for expected conduct and what consequences they can expect if the rules are broken. A disciplinary policy also does the following:

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• Protects you and your company from allegations of wrongful termination
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• Ensures equal treatment of all employees if rules are not being followed
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• Outlines how employees can report grievances or incidents
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• Establishes a procedure for what is done in the event of rule-breaking
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• Identifies nonproductive, disruptive or disrespectful workers
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• Improves employee performance by identifying poor behaviors
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How do you develop a disciplinary action policy?

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Before drafting your company’s disciplinary action policy, decide on the goal you want to accomplish. Do you want to take a punitive or rehabilitative approach? How can you make the rules and consequences as straightforward as possible for your workers?

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Once you have your answers to these questions, follow these six steps to draft a disciplinary action policy:

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1. Consult with HR: An HR department or dedicated HR person can be a valuable resource in helping you develop a comprehensive policy. HR can also assist in collecting documentation and handling appeals. If you do not have in-house HR staff, consider using performance management software, a budget-friendly option that helps document employee behavior and manage employee reviews.
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2. Consult a lawyer: Ask a lawyer to review or help craft your disciplinary policy to ensure you’re not leaving out anything important that could have adverse legal consequences for your company in the future. “A lawyer will help you formulate a policy that is airtight and leaves no loophole for liability,” advised Yonatan. “If you do not have a company lawyer, you can contract one to help you formulate the policy.”
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3. Include all company policies and rules: This is not the place to be brief ― include all your policies and rules so it is clear to employees what is expected of them. Describe each rule in as much detail as possible so there is little room for interpretation.
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4. Describe the method and steps of discipline: Again, include as much detail as possible as to what steps will be taken during discipline and what types of infractions apply to which step of the disciplinary process.
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5. Include a process for documentation: Describe how the disciplinary process will be documented at every stage, including expectations for managers and employees.
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6. Describe the process of termination: If a disciplinary process results in firing an employee, the policy should make clear how the termination will be enacted and what the employee can expect. Include what will happen during and after the termination, such as returning company property, closing out accounts, etc.
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What behavior warrants disciplinary action at work?

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Many behaviors can warrant disciplinary action, which is why you must outline all unacceptable behavior in the employee handbook. Listing all potential workplace infractions helps your business avoid any confusion and potential legal action an employee could take if they claim their behavior was not expressly prohibited. Behavior that may warrant disciplinary action at work can include the following:

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• Failure to perform their job function
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• Misconduct
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• Workplace harassment or violence toward co-workers
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• Illegal behavior, such as employee fraud
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• Dress code violations
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• Inappropriate behavior with co-workers or customers
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• Attendance issues
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• Dishonesty
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• Discrimination
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What are the types of disciplinary action?

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The three main types of discipline available to employers are progressive discipline, retraining and performance improvement plans (PIP) and reassignment or suspension.

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Progressive discipline

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Progressive discipline is the most traditional form of workplace discipline. The severity of the corrective action is raised if an employee fails to correct the issue. It is a popular approach because it helps shield employers from legal action from the employee. However, this approach may not work for every employee. Instead of increasing the severity of successive disciplinary actions, perhaps you may want to provide additional employee training or rehabilitative elements to improve the situation.

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The steps of a progressive discipline policy are as follows:

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• A verbal warning: A firm and clear verbal warning should be given when an employee first breaks a rule. Explain why the behavior was wrong and express an expectation that the behavior does not occur again. “From experience, the most effective disciplinary action is a verbal warning from the highest authority,” noted Reuben Yonatan, founder and CEO of GetVoIP. “It conveys the seriousness of the issue and employees tend to take a warning from the boss seriously.”
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• A written warning: A written reprimand or warning is more detailed. It describes the issue, how the employee is expected to change their behavior to fix the problem and the consequences if they do not. The warning should be signed by their manager, a witness and the employee and stored in the employee’s file. You can issue multiple written warnings before progressing to the next step of the disciplinary process.
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• A final warning: This warning should state all the times the employee was warned and the corrective action that was or was not taken to improve the behavior. It should clearly state that termination follows if there is no improvement.
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• Suspension or probation: A disciplinary suspension or probation is the final step before termination. It provides the employee with one last chance to improve their behavior. You can choose to implement check-ins or measurable goals at this point, reduce the employee’s pay or enact closer supervision.
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• Termination: This step is taken when all others have been exhausted. Here, you have a face-to-face meeting with the employee and review all applicable documentation of the issue, including all warnings, training documents and notes and explain that the issue has not been fixed; therefore, the employee is being terminated.
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Training and PIPs

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A PIP and training are rehabilitative approaches that seek to correct the issue using check-ins, measurable goals and a plan if the employee does not meet the outlined goals. This form of discipline may also end in termination.

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“The best disciplinary action could be to hold a one-on-one meeting with the employee to address each problem on a more personal level,” advised Adil Ashraf, head of HR at MotionCue.

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Reassignment or suspension

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These actions are typically used in response to serious behavioral issues or cases of severe workplace conflict. The employee can no longer remain in their position but termination is not an appropriate response. Reassigning the employee is a rehabilitative approach that requires retraining; a suspension is a punitive approach that requires a specific condition to be met before the employee can be reinstated.

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Disciplinary policy template

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Here is an original template for a disciplinary action policy you can reference when writing and customizing yours.

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Policy overview

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[Company name]’s disciplinary policy outlines the appropriate disciplinary actions that will be taken to address any poor employee performance or misconduct, as well as any other employment-related problems. Some example behaviors or issues include failure to perform job functions, misconduct, harassment or violence toward co-workers, illegal behavior, dress code violations, inappropriate behavior with co-workers or customers, attendance issues, dishonesty and discrimination. This policy applies to all employees at [company name].

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At-will employment

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Regardless of the disciplinary action policy, [company name] employees work at will and [company name] holds the right to terminate an employee at any time for any reason.

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Disciplinary steps

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[Company name] will adhere to the following disciplinary steps:

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• Progressive discipline
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• Verbal warning
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• Written warning
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• Final warning
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• Suspension/probation
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• Termination
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• Retraining and PIPs
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• Reassignment or suspension
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Depending on the offense, further steps might be taken and will be explained to the employee. Managers will document the steps and file with HR.

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Explanation of the steps

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[Provide a detailed explanation of each step listed above, including which infractions begin at which step.]

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This disciplinary action plan may start at any step, depending on the nature of the offense. For example, tardiness will start with a verbal warning, while violence will immediately result in suspension or termination. This will be explained to the employee at the beginning of the disciplinary action process.

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Right to appeal

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Any employee who believes they are facing unfair treatment can appeal the disciplinary process with HR.

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[Outline the steps on how employees can appeal a decision.]

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Legal protection

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[Include any legal protections for your business.]

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Implementing your disciplinary action policy

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When it’s time to implement your disciplinary action policy, explain your employee’s misbehaviors, detailing the severity of the offense and which disciplinary step you will begin with. Document all the information and file it with HR, then communicate the process to the employee so that everyone is on the same page.

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Sammi Caramela contributed to this article. Source interviews were conducted for a previous version of this article.

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Workflow automation is an easy way to save money, boost productivity and improve employees’ work experience by eliminating tedious, time-consuming tasks. We’ll explain what workflow automation is, how it works, and how your business can get the most out of workflow automation technology.

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What is workflow automation?

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Workflow automation software automates manual, time-consuming tasks, like data entry and progress tracking. It aims to improve everyday business tasks, minimize errors and expose areas where you can increase business efficiency.

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Workflow automation technology is booming. According to Workato’s Work Automation Index 2021, 45 percent of corporate teams created automated systems to improve business efficiency. Business owners and managers should gain a thorough understanding of workflow automation to implement the technology and reap its benefits.

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“Workflow automation software [allows] you to organize the work that needs to be done by you and your team while automating several aspects of those workflows, such as creating reminders, updating task assignees based on certain conditions, and sending emails to clients,” said Abir Syed, co-founder and CPA at UpCounting.

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What are the benefits of workflow automation?

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When used correctly, workflow automation software can benefit your business in many ways, including the following:

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1. Workflow automation streamlines communication and reduces stress.

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A study from The American Institute of Stress shows that 83 percent of U.S. workers experience work-related stress, much of which can come from poor communication in the workplace. Workflow automation can significantly improve communication among team members, ultimately reducing workplace stress and the employee turnover it creates.

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Workflow automation improves communication by eliminating the need for team members to remind each other when something must be done; they’ll receive those reminders automatically.

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2. Workflow automation increases accountability.

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By automating your workflow, you can assign responsibility to a team member for every aspect of a project or process, thus reducing the chances of something slipping through the cracks. Managers can ensure all the work gets done and spot process inefficiencies or weak spots.

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3. Workflow automation saves money.

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Workplace automation can help you cut business costs by eliminating expensive errors and streamlining your processes to help employees complete tasks more efficiently. You may also save money on administrative labor because repetitive, time-consuming tasks will be done automatically.

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4. Workflow automation can empower employees.

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With workflow automation, every employee knows their precise roles and the tasks they’re responsible for. They can manage their work more effectively and be accountable for anything that goes wrong. In turn, managers don’t have to oversee every process step or check in on employees frequently.

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5. Workflow automation boosts business efficiency.

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Workflow automation software makes it easy to assign roles, space out tasks and grant approval responsibilities to the appropriate team members. This speeds up processes that previously required manager intervention.

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6. Workflow automation boosts productivity.

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Dorna Moini, CEO of document automation software provider Gavel (formerly Documate), said workflow automation allows employees to devote their time to higher-value assignments. “In client-facing industries like law, finance and insurance, this can lead to serving more clients in a shorter amount of time with higher profit margins,” Moini noted.

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7. Workflow automation helps teams produce higher-quality work.

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When employees have more time for the vital work they care about and were hired for — and as the business software handles the more mundane and human-error-prone tasks — you’re bound to see more quality output from your team.

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How does workflow automation work?

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Workflow automation software uses rule-based logic to automate many standard business processes, including those within the finance, marketing and human resources departments. Here are some examples of how workflow automation works:

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• Workflow automation and email marketing: One of the most popular uses of workflow management software is in conjunction with email marketing. Marketing automation software can help you send follow-up emails, lead-nurturing messages, confirmation emails, contact management emails, and email drip campaigns.
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• Workflow automation and human resources: Workflow automation software can input employee information into payroll systems, insurance policies, expense accounts, and other official systems you use for HR tasks. Automation eliminates much of the time required to conduct these tasks and reduces the chances of errors, which is particularly important for sensitive information. Workflow automation can also make it easier to share information among team members, ensure compliance, and streamline essential processes, like hiring and onboarding, to make them faster and more efficient.
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• Workplace automation and accounting: Accounting is another widespread use for workflow automation. You can automate reimbursement requests, expense processing, travel requests, invoice reconciliation and more to save time and reduce employee frustration.
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What are the key features of workflow automation software?

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When you’re choosing workflow automation software, look for these essential features:

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• An easy-to-use builder: You want all your workflow automation processes to begin with an intuitive builder or design tool that lets you create, edit and share your workflows. Look for a builder that makes the software easy for anyone to use and allows quick edits and previews.
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• Access control: One of the best ways to ensure data remains accurate within your workflow automation software is to use a service with an access control option. This allows you to assign steps to specific users and control who can view and edit each portion of the workflow.
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• Participant alerts: To maximize workflow efficiency, look for software that lets you send alerts to team members when it’s their turn to complete a task.
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• Integrations: Look for software that lets you fully automate your workflow with relevant integrations. You want a tool that will seamlessly integrate with other platforms you might use, such as the best CRM software, an email marketing service, or Google Analytics.
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• Progress trackers: One of the benefits of workflow automation software is that it can track your progress and pinpoint where you can improve efficiency. A tracking feature shows you how your projects are progressing.
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• Data security: With data breaches a constant threat, choosing software with robust security measures is essential. Look for providers with browser security, encryption and password-protected files.
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• KPI reports: Reports on your key performance indicators (KPIs) let you see any productivity bottlenecks immediately and give you the information you need to quickly fix the problems.
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Popular workflow automation software

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Here are some popular workflow automation software options and why small businesses use them:

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• UiPath: UiPath specializes in hyperautomation that saves businesses time and effort, improves the employee experience, and helps ensure compliance across several industries. “[I like] UiPath as it has a sizable user base, and its basic version is free,” said Michael Sena, analytics consultant at Senacea. “Moreover, it could be used without programming, but at the same time allows you to augment its use with code. UiPath StudioX is also great for small and microbusinesses that want to test simple RPA (robotic process automation) solutions using predefined building blocks.” Visit UiPath online to learn more.
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• ClickUp: ClickUp is designed to be an all-in-one productivity app that combines task management, word processing, chat, goal management and more. Syed said ClickUp is the best workflow automation software he has come across, due to its integrations, customization options and generous free tier. “Of course, depending on your organization, it may not meet your needs, as it’s a software meant for the masses,” Syed noted. Visit ClickUp online to learn more.
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• Integrify: Integrify is a low-code workflow automation platform that offers an easy-to-use builder, flexible customization, multiple pricing options and dedicated customer support. “Not all workflow automation software can address the complex needs of businesses,” said Allan Borch, founder of Dotcom Dollar. “[Integrify] has all the necessary features that can fit the needs of those businesses in various fields.” Visit Integrify online to learn more.
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• Salesforce Pardot: Salesforce Pardot is a flexible workflow automation platform with all the support and innovation you’d expect from a large company like Salesforce. Wade Stembridge, marketing manager at akaCRM, loves to use Salesforce to set up workflow rules to automate his marketing activities. “Here I also build lead-capture forms and nurture campaigns, which automatically updates our CRM,” Stembridge said. “Our automated scoring system helps our sales team stay informed on what leads are actively engaged, helping them convert prospects faster.” Visit Salesforce Pardot online to learn more.
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• Zapier: Zapier is an automation tool that automatically shares information among web apps, making it easy to connect all the programs you use daily and boost productivity. Ian Kelly, former CEO of NuLeaf Naturals, likes Zapier’s simplicity. “In fact, it almost reminds me of playing The Sims because you are able to intuitively build workflows for common but tedious tasks,” Kelly noted. “For example, if you always want a duplicate of every message, you can set up that workflow instead of manually duplicating and occasionally forgetting to do this.” Visit Zapier online to learn more.
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Why workflow automation matters

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The key to running a successful business is creating efficient systems for employees to follow. This means thinking critically about what must get done and how it should be accomplished.

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With workflow automation technology, small business owners can offload mundane, repetitive processes while getting an inside look into how their business operates by reviewing key metrics and processes related to team communication and project tracking. By leveraging a workflow automation platform, you’re taking the first step toward a more efficient business.

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Matt D’Angelo contributed to this article. Source interviews were conducted for a previous version of this article.

"}},{"_index":"wp-index-bnd-prod-content","_type":"content","_id":"1322","_score":2,"_source":{"canonical":"https://vaylees.com/15569-cloud-phone-system.html","displayModified":"2024-06-17T16:06:54Z","docType":"article","editorsPick":false,"href":"15569-cloud-phone-system.html","id":"1322","ID":1322,"isSponsored":false,"published":"2020-02-20T15:00:00Z","site":"bnd","stream":"There are lots of options for cloud-based phone systems, but how do you find the right one? Our buyer's guide has all the information you need.","subtitle":"There are lots of options for cloud-based phone systems, but how do you find the right one? Our buyer's guide has all the information you need.","title":"Which Cloud-Based Business Phone System Is Right For Your Business?","author":{"displayName":"Kiely Kuligowski","email":"kkuligowski@business.com","thumbnail":"https://images.vaylees.com/app/uploads/2022/04/18120047/kiely-kuligowski.jpg","type":"Senior Writer"},"channels":{"primary":{"name":"Grow Your Business","slug":"grow-your-business"},"sub":{"name":"Technology","slug":"technology"}},"meta":{"robots":"index, follow","description":"There are lots of options for cloud-based phone systems, but how do you find the right one? Our buyer's guide has all the information you need."},"thumbnail":{"path":"https://images.vaylees.com/app/uploads/2022/04/04074034/phone_Ridofranz_getty.jpg","caption":"Ridofranz / Getty Images","alt":"Businesswoman talks on the phone"},"content":"

Among the many types of phone systems available to small businesses, cloud-based systems are an increasingly popular option. They offer reliable service, low costs and plenty of business-friendly features. However, not all cloud-based phone systems are created equal, so how can you tell which one is right for your business? Read on to learn more about cloud-based systems, how to choose one for your business and our picks for the best providers.

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Editor’s note: Looking for information on business phone systems? Use the questionnaire below, and our vendor partners will contact you to provide you with the information you need.

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What is a cloud-based phone system?

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A cloud-based phone system is a phone service that allows you to make calls over the internet. It’s also called cloud calling or a Voice over Internet Protocol (VoIP) phone system. One of the ways a cloud-based phone system works differently than traditional analog phones, which use copper wires or optical fibers to make a connection between two callers, is that a cloud-based system can store data. That data is hosted in one or more off-site secure data centers.

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Cloud-based phone systems can be implemented via many devices, such as traditional phones with adapters, smartphone apps (such as Google Voice), computer calling software or VoIP-enabled phones. One example of a cloud-based phone system is a hosted PBX, or private branch exchange. All data is stored and accessed via the cloud, which saves time and money by allowing you to easily update and protect your data.

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How do cloud-based phone systems work?

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Cloud-based phone systems break your calls into small digital audio packets that are sent as data via the internet to the recipient on the other end of the call. If you’re calling a regular phone number, the signal is converted to a regular telephone signal before it reaches the recipient. A cloud-based PBX system is used to route the call through session initiation protocol (SIP) trunking. [Read related article: What Is SIP Trunking?]

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Cloud-based phone systems are available for anyone with an internet connection. You can make cloud-based calls via the following devices:

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• A traditional phone with a VoIP adapter. With an adapter, you can use a regular landline phone to make calls over the internet. The adapter plugs into a phone socket in the wall or directly into your router.
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• A computer (i.e., a “softphone”). There are many programs or applications that will let you make voice calls over the internet, including Skype, Google Voice, Facetime and more. Learn how to choose a softphone app that makes it easy for your team to get started.
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• A smartphone. Download apps such as Google Voice or Skype to make internet calls from your mobile device.
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• A dedicated VoIP phone. These look like traditional analog phones, but connect directly to a computer network rather than a phone line.
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Features of a cloud phone

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One of the main draws of cloud-based phone systems is the many features they offer. Analog phones can be somewhat limited in their features, while cloud phones are able to add and update features as they become available. These are some of the features.

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• Unified communications: A unified communications solution consolidates your business phone system, voicemail, instant message or chat, video conferencing and faxing, and can also integrate with email, web apps, social media, and tools like a CRM.
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• Video conferencing: As remote work becomes more commonplace, businesses need reliable and easy-to-access video conferencing solutions. Many cloud-based phone systems offer video conferencing as part of their packages, so you don’t have to pay extra for it as an add-on feature.
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• International calling: Because cloud phones are internet-based, you do not incur long-distance charges when you place or receive international calls. Long-distance and international calling are included as free features in most cloud phone packages.
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• Ring anywhere: Also known as “never miss a call” or “find me, follow me,” this feature enables users to receive or place calls on multiple devices from the same number. With this feature, when the work number is called, both the user’s desk and smartphone, for example, will ring, and the user can choose which one to answer. You can also transfer calls between devices.
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• Artificial intelligence: AI is permeating almost every aspect of modern life, and cloud phones are no exception. Cloud system providers are using AI to provide customer service and perform functions like speech-to-text and sentiment analysis.
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• Instant messaging: Instant messaging is text-based communication. It allows for real-time communication that can be run through a number of devices, including desktop computers and smartphones. Instant messaging adds an additional layer of communication that is responsive and leaves information in writing that can be referenced later.
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• Cloud communication: Cloud communication is the complete bundle of communication services. It includes telephony, instant messaging, video conferencing and any other form of communication that is included in the bundle.
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• Call forwarding: Call forwarding takes calls to one number and redirects them to another line. Cloud-based call forwarding essentially works just like traditional call forwarding. The service allows users to consolidate calls to a single line, even when it is necessary or important to direct calls through specific phone numbers.
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• Auto attendant: An auto attendant is the automated voice menu that you often use in business calls. Automated directories direct calls and reduce the communication workload of persons in the business. Once the calls are properly directed, individuals can take calls or further automation services can resolve issues (e.g., voicemail).
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• Collaboration: Collaboration tools include file sharing, video/audio conferencing, real-time project contributions and other tools that help people work together without being in the same room or country.
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• Voicemail-to-email: Voicemail-to-email transcribes a voicemail and sends it as an audio file to an email address. This allows the recipient to access their voicemail without using a voice mailbox. The emailed file is accessible with a wider range of devices and typically will not clog or exceed data limitations, allowing the recipient to revisit the voicemail for as long as necessary.
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• Integrations: Cloud integrations allow for a large number of resources to be combined into a single cloud package or suite. The same service provider that allows for large-scale data storage and analytics can also handle voice calls. By consolidating services through integrated platforms, powerful tools are made accessible and easy to use. Integration is broad in scope, and it is a cornerstone in virtually every cloud service.
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How do you find a cloud-based system provider?

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If you decide a cloud-based phone system is something you’d like to pursue, the next step is finding a provider. Each vendor will offer different features and packages at varying price points, so you must evaluate which one aligns best with your needs.

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The foolproof way to find the right provider is through diligent research. Read reviews of different companies, see if any offer free trials, and speak to other small business owners in your industry to see if they have recommendations. See our full guide on choosing the right business phone system for more tips.

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What are the best business phone system providers?

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Check out our overview of the best business phone systems. Below are three of the top cloud-based services and hosted VoIP providers.

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Ooma

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Ooma offers cloud-based phone services geared toward nontechnical users. Behind its simplicity – Ooma is one of our top recommendations for ease of use – are more than 35 user-friendly communication and calling features.

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Ooma’s virtual receptionist (the “press 1 for option X” prompt your customers hear when they call) is especially easy to set up. The Caller Info Match tool can also quickly import data from other platforms, such as LinkedIn and CRM databases. Read our full Ooma review to learn why it’s our top pick for small businesses.

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RingCentral

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RingCentral offers MVP (messaging, video and phone) communications with 99.999% uptime. It’s our top choice for collaboration, since you can use it to host unlimited audio conferences with up to 1,000 people. Similarly, you can host up to 200 people for video conferences.

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RingCentral includes a digital workspace for one-on-one messaging, data searching and note bookmarking. It also integrates with more platforms – such as CRM tools and analytics suites – than any other cloud-based phone system. Read our full RingCentral review to find out more.

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Dialpad

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Dialpad is our best pick among cloud-based phone systems that come with voice intelligence. This feature can transcribe and analyze all your conversations via detailed call notes and summaries. Dialpad also includes numerous graphical views of key metrics, such as call answer times, volume patterns and call origin.

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As part of its voice intelligence suite, Dialpad can coach your team members who answer the phones on how to communicate more clearly. You can also set certain calls to ring across all your team’s devices so customers never go to voicemail during business hours. Read our full Dialpad review for more info.

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Taking your business calling to cloud nine

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A cloud-based phone system can empower you and your team to make and accept business calls more easily than ever before. If you’re confident that a cloud-based business phone system is right for your team, this guide should help you find a provider and get the ball rolling. Better customer relations – and, with the right provider, improved internal communications – are right around the corner.

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Max Freedman contributed to the writing and reporting in this article. 

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Navigating small business health insurance can be one of the hardest parts of running your small business, as there are many options and rules to figure out, and if your small business doesn’t have a full human resources department, you’re left to work it out on your own. Use this guide to help you learn about how small business health insurance works, why you should offer it and what types of health insurance are available for small businesses.

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How does small business health insurance work?

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There are four main elements you, as a small business owner, should be aware of concerning small business health insurance: coverage, number of employees, employee premiums and shopping for coverage.

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1. Coverage. First and foremost, if you are eligible for a small business health insurance plan, your coverage is generally guaranteed to be issued by the insurance company. This means that you, your employees and your dependents cannot be denied coverage based on pre-existing medical conditions, and that all eligible employees and their dependents can enroll in the new plan regardless of their medical condition(s).
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2. Number of employees. To qualify for small business health insurance coverage, you must have at least one employee on your payroll. However, some states allow you to count yourself as both the business owner and an employee.
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3. Employee premiums. You must pay at least 50% of the monthly health insurance premiums for your employees. The minimum percentage may vary depending on your state or insurance company.
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4. Shopping for coverage. As a small business owner, you can shop around for health insurance coverage at any time, without needing to wait for your current plan to expire or for a special open enrollment period. However, once you buy a plan, you are typically locked in for at least a year, during which you can add new employees and dependents or drop coverage for former employees. Once your contract is up, you have the option to renew or shop for a new plan. [Read related article: Open Enrollment: What Small Businesses Need to Know About the Affordable Care Act]
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Editor’s note: Looking for the right PEO service for your business? Fill out the below questionnaire to have our vendor partners contact you about your needs.

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Is a business owner required to provide health insurance?

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Small businesses with fewer than 50 employees are not legally required to offer health insurance to employees under the Affordable Care Act (ACA). Of course, that means businesses with 50 or more employees are legally required to provide affordable health insurance.

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For the health insurance to be considered “affordable,” the employee’s annual cost must be no higher than 9.12 percent of their annual income. Not offering health insurance subjects you to a penalty of $2,880 per full-time employee, excluding the first 30 employees.

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Why should you offer small business health insurance?

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Starting and running a small business is expensive and it can be easy to dismiss health insurance as an unnecessary cost to help stay within your budget. However, health insurance is a vital part of running a successful business that people want to work for.

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Here are a few reasons why you should offer health insurance to your employees:

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1. Group coverage may cost less and cover more.

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Whereas an individual plan offers coverage for only you or your family, group health insurance is insurance that businesses purchase and offer to eligible employees and their dependents. Group insurance offers certain advantages over individual health insurance, including generally being more affordable and offering more extensive coverage.

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2. You may qualify for a tax credit.

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The purchase of health insurance for yourself and your employees can help you qualify for tax credits if you purchase a plan through the Small Business Health Options Program (SHOP) Exchange, an insurance portal created by the ACA. You must meet the following requirements:

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• Have fewer than 25 full-time employees.
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• Offer health insurance to all full-time employees.
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• Pay salaries of less than $50,000 per full-time employee, on average, each year.
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• Front at least 50 percent of the premium cost.
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As a small employer, you can receive up to 50 percent of your contributions toward employee premiums, which can significantly reduce the costs of providing health benefits to your employees.

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3. It can increase job satisfaction and recruiting success.

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Offering a health insurance option can greatly increase your chances of attracting and retaining top talent, as it shows that you care for and value your employees.

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Healthy employees are productive employees, and the best way to ensure your employees remain so is to provide comprehensive health insurance. Employees without insurance are less likely to receive annual checkups or visit the doctor when they’re sick, which can cause them to become sicker and take time off work.

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If you’re self-employed with no employees, health insurance is a necessity that can help you protect yourself, your dependents and your business against a potentially disastrous illness.

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Average cost of health insurance for small businesses

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Because the costs of health insurance depend on your specific business, it can be difficult to estimate how much health insurance will cost. According to the Society for Human Resource Management (SHRM), healthcare insurance costs are expected to rise about 5.6 percent per employee in 2023. For reference, last year the average employer health insurance premium per employee in California was $8,083 for single coverage and $22,818 for family coverage.

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When choosing health insurance for your employees, it’s important to consider the financial cost but also the work that goes into selecting benefits, educating your team on their options, and administrative work to support the plan.

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Monetary costs

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The monetary costs of providing health insurance depend on the type and number of benefits you plan on providing, who you are covering (employees only, or employees plus dependents) and the percentage of the monthly premium that you are going to cover as your employer contribution. If you plan to use a broker, a professional employer organization (PEO) or another third party to find health insurance coverage options for your business, prepare to factor in those fees as well.

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Time costs

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Time costs are often not considered, but they are an important part of finding a health insurance plan. You will be spending a considerable amount of time searching for providers, understanding your employees’ needs, setting up the insurance carrier plan, educating your employees about the plan options, looking over your health insurance plan every year for open enrollment, and ensuring it’s properly maintained.

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Health insurance costs for employees

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On the employee side of things, insurance costs will look substantially different. For the most part, these costs can be split into three categories: premiums, deductions and out-of-pocket costs.

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Premiums

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Premiums are the regular payments made to the insurance company. For employee health insurance, premiums are typically deducted from every paycheck. This is a fixed price that does not depend on how much the employee works or earns. It is easy to think of premiums as a monthly subscription cost for being on the insurance plan.

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Deductions

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Deductions are where things get complicated. Every policy has a deductible. This is the amount of money the employee pays for medical expenses before insurance benefits kick in. To make things more complicated, every policy has exceptions to this rule. For example, it’s normal for a policy to include a free annual check-up that doesn’t require the deductible to be met.

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When large medical expenses crop up, however, the deductible can be a little bit easier to understand. Say the deductible is $5,000. If an employee incurs a $10,000 medical bill, they will have to pay $5,000 toward the bill from their own pocket before the insurance will pay. After the deductible is met, the insurance coverage will pay for bills as outlined in the policy — usually a percentage of the total bill.

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Out-of-pocket expenses

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Out-of-pocket expenses are expenses not covered by insurance. The employee is on their own to pay these expenses, which can include deductibles. They can also include copays, which is where matters again can be complicated. With a copay, the insurance policy sets a specific price that comes out of the patient’s pocket for a given service or medication. For example, an eye insurance policy might have $10 copays for eye appointments. The $10 refers to the out-of-pocket expense the employee pays toward the appointment. The rest of the visit may be covered by the insurance company.

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Types of health insurance for small businesses

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There are four main types of health insurance that small businesses can choose from: PPO plans, HMO plans, HSA-qualified plans and indemnity plans. Here are some of the pros and cons of each type of plan.

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1. PPO (preferred provider organization) plans

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PPO plans are the most common type of health insurance. Employees covered under a PPO plan can choose either in-network or out-of-network doctors and hospitals, but selecting from the insurance company’s list of preferred (in-network) providers means the insurance company covers a larger percentage of each claim.

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Pros:

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• A PPO plan allows participants to seek care from doctors, hospitals and specialists both within and outside the network. Participants are not required to choose a primary care physician (PCP).
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• PPOs cover a wide range of services, including preventive care, hospitalization and emergency care, medications, outpatient surgery, and specialist treatments. These plans follow participants wherever they go, meaning they can seek medical care even if they’re traveling and be covered.
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Cons:

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• With a PPO plan, participants are responsible for a copayment of around $10 to $15 any time they visit an in-network doctor, and copays are higher if they visit a doctor outside the network. For some categories of service, participants must also meet an annual deductible before the plan pays for those services.
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• Plan participants are responsible for filing their own claim paperwork if they visit a doctor outside their network, which can be a hassle.
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2. HMO (health maintenance organization) plans

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HMO plans offer a wide range of healthcare services through a network of providers that are exclusively contracted with the HMO or that agree to provide services to members. Employees who are on this type of plan generally must select a primary care physician who will provide the majority of their care and will refer them to a specialist if needed.

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Pros:

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• A primary care physician can be an excellent medical resource, since they get to know the plan participant, their medical history and their health goals through consistent care.
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• HMOs tend to offer lower-cost healthcare because they only cover in-network treatment and can negotiate lower prices with their provider networks.
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Cons:

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• Participants must choose doctors and facilities within the HMO network.
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• Participants must get a referral from their primary care physician before they see another doctor, even for routine care. (Emergency healthcare is an exception.)
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3. HSA-qualified plans

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HSA-qualified plans are PPO plans designed specifically to be used with health savings accounts (HSAs). An HSA is a bank account that allows participants to save pretax money specifically to be used for future medical expenses.

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Pros:

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• The No. 1 advantage of an HSA is its triple tax benefits: Participants contribute to their HSA with pretax dollars, pay medical expenses with pretax dollars, and earn compound profits tax-free.
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• Any unused balance in an HSA automatically rolls over year to year, so participants don’t lose their money if they don’t use it in a given year.
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Cons:

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• To be eligible for an HSA, participants must have a high deductible health plan (HDHP) with a deductible of at least $1,350 for single coverage or $2,700 for group coverage.
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• The high deductible of HSAs may lead participants to not seek medical care when they need it.
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4. Indemnity plans

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Indemnity plans allow members to direct their own healthcare and visit any doctor or hospital they want. The insurance company pays a set portion of the total medical charges. Employees may be required to pay for some services upfront and then apply for reimbursement from the insurance company.

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Pros:

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• Indemnity plans give a cash payment to the member in the event of a qualifying incident like an accident or a critical illness, which means they receive quick and easy money to cover medical costs.\n
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  Some indemnity plans may include additional wellness benefits, such as telemedicine, so that members can access medical care 24/7 at no additional cost.

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Cons:

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• Members with preexisting conditions likely won’t be covered within the first 12 months of coverage.
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• Indemnity plan benefits are tied to particular incidents, such as admission to the hospital or a doctor visit, so they don’t provide comprehensive coverage.
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Where can you find affordable small business health insurance?

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Shopping for small business health insurance is a tough and time-consuming process, but there are many ways you can accomplish your goal of providing health insurance to your employees. Keep in mind that you can outsource much of the process to third parties, but that will eat into your business’s budget.

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If you have between two and 50 full-time employees, there are five main ways to find insurance coverage:

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1. Contact health insurance companies directly.

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If you have already done your research and have a good idea of which insurance companies and plans best fit your business’s needs, then you can contact those providers directly. Some insurance companies may work only through brokers, but some, such as Aetna and United Healthcare, work directly with business owners.

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Going directly to the companies may help you get better rates than going through a third party. You can use consumer review sites, such as the National Committee for Quality Assurance, to find companies you are eligible for.

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2. Hire an insurance broker.

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Hiring an insurance broker may be an expense, but it can save you significant amounts of time and effort in searching for an insurance plan that works for you and your business. An insurance broker will help you with paperwork, ensure your business is compliant with relevant laws, get you plans with up-to-date policies, and help with implementation and renewals.

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Brokers will earn a commission once they find a plan that works for you, but they should not ask for money upfront; avoid any brokers that do.

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3. Partner with purchasing alliances or associations.

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Also referred to as private health exchanges, purchasing alliances are miniature marketplaces that bring small businesses together and allow them to purchase health insurance as a group, which decreases costs for everyone. This option allows you to offer your employees multiple choices, rather than a single one-size-fits-all plan.

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While purchasing alliances can be great for providing employees with more options, you as the business owner will not reap the benefits of wide selection and tax credits that come from purchasing insurance through SHOP, the government’s health exchange.

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4. Use a PEO service.

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PEOs are similar to purchasing alliances in that they also group together multiple businesses to decrease costs. However, PEOs are different because in addition to health insurance, they tend to offer other services, such as payroll, recruiting and tax filing services. With a PEO, you’re likely to get a better rate than if you were to go directly to a broker or an insurance company.

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5. Use SHOP.

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The Small Business Health Options Program (SHOP) is the federal health insurance exchange database. It can help you get healthcare tax credits of up to 50 percent of premiums, which can save your business a lot of money on health insurance.

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You can use a SHOP plan to locate health insurance in your state and choose from several tiered plans, with easy-to-use comparison charts and standard benefits such as coverage for medications and hospital stays.

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Health insurance requirements are an important consideration

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If you are a small business owner with 30 full-time employees or more, you are obligated under federal law to offer health insurance benefits that meet certain regulatory standards. Failure to do so can result in fines, and lack of benefits can also carry other consequences like low employee morale and high employee turnover. Choosing a health insurance benefits plan doesn’t have to be difficult, though. You can work with a PEO service to outsource the task, or you can hire an insurance broker to find you the best plan for your team. Health insurance can be a daunting subject, but with these tools and partnerships, your business can offer benefits to your employees with ease.

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Tejas Vemparala contributed to this article. 

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Luxury brands have long been admired for their exceptional product quality and superior customer care. They cater to a clientele that demands excellence and expects nothing but the best. These brands constantly strive to raise the bar.

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However, you don’t have to offer high-priced products to provide luxury-level service. Regardless of your prices, you can integrate top-tier customer service practices into your small business. Read on to learn how you can apply the lessons of luxury brands to your own business and bring your customer base the best service possible.

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Why luxury customer service is important

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Luxury customer service is essential because it builds a strong emotional connection between a brand and its customers. This connection builds customer loyalty, encourages repeat business and enhances the overall customer experience. High-level service demonstrates a commitment to quality and customer satisfaction, which can distinguish your brand in a competitive market. Additionally, superior customer care often leads to positive word-of-mouth recommendations and referrals and a stellar reputation, further driving business growth.

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Crown & Caliber — a company that consigns watches from brands such as Rolex, Breitling and Cartier — believes the luxury market is all about honesty and comfort.

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“When dealing with expensive items, it is important to portray trust and professionalism,” said Hamilton Powell, former CEO of Crown & Caliber and current CEO of Power Support Partners. “Excellent customer service is the best way to put a customer at ease. Successful customer service representatives will portray empathy and will make the owner feel comfortable placing their beloved [luxury item] in safe hands.”

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How to provide customer service like a luxury brand

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We spoke with several small business owners to discover how they incorporate luxury-level customer service into their businesses. Here are some essential tips.

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Collect regular feedback from customers.

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Your perception of your customer service doesn’t matter. What’s essential is how your customers think you’re doing. Collecting regular feedback from customers is essential to discover how your support is perceived. For example, Crown & Caliber performs quarterly net promoter score surveys with its customers to understand how the team is doing and where it needs to improve.

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“Ask, ask and ask,” advised Thalia Toha, CEO and founder of Good Grow Great. “Ask better questions, and don’t let [complaints] fall flat with no visible improvements afterward. The extra mile is not crowded for a reason.”

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Track customer service metrics.

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You can’t improve what you’re not tracking. Powell noted that Crown & Caliber’s customer service team receives precise metrics daily, such as the percentage of repeat customers and the amount of time spent on the phone.

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Here are some other key customer service metrics to track:

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• Customer satisfaction: Unlike many customer service metrics, this value is a ratio. To calculate it, divide the number of satisfied customers in your surveys by the total number of customers who responded.
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• Net promoter score: You calculate this metric using a single-question survey that identifies how your customers feel about your brand. The lower your score, the more work you can do to turn less-enthusiastic customers into loyal ones.
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• Customer churn: To calculate customer churn, determine why customers stop using your services. Then, analyze the data that’s relevant to those factors every month. Your ultimate goal is to figure out how to push this data in a direction that helps you retain customers.
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Be available to your customers.

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Customers want to know that you hear their voices and that their concerns are your concerns. Using social media for marketing and customer service is an effective tactic to show them you care. Social media platforms, especially X (formerly Twitter), are excellent tools for quickly listening and responding to customer issues.

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However, responding quickly to online reviews, tweets and comments isn’t the only way to be available to customers. Powell emphasized the importance of taking phone calls from customers who want to speak directly with a service representative.

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“It is difficult to build a strong rapport with a customer when the only form of communication is [digital],” Powell said. “Speaking with customers on the phone does take a bit more time than just emailing them, but it shows them they are worth the customer service representative’s time.”

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Jared Weitz, founder and CEO of United Capital Source, said businesses should avoid relying too heavily on chatbots and artificial intelligence (AI) for customer service. “Remember that you are serving people,” Weitz said. “AI, service bots and automated content are great resources, but they should not be the only resource for providing service.”

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Use live chat the right way.

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Although you may supplement your support channels with chatbots, live chat is still important. In fact, 41 percent of customers prefer live chat to other customer service channels. It’s crucial to adhere to live-chat best practices or use live-chat apps to successfully incorporate this channel into your customer service options. Here are a few tips:

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• Use a person, not AI. For starters, remember the word “live.” A person should be behind your chat tool, ready to respond to incoming queries.
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• Record all interactions. Your live-chat technology should record what your team and customers say during each conversation.
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• Incorporate post-chat surveys. Include a survey at the end of each interaction to determine how your customers feel about your live chat.
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• Analyze your interactions to improve service. Evaluate your agents’ conversations, and analyze your survey data. If you see concerns about response time or poor communication, train your team to do better. As you improve your live-chat service, you’ll help a substantial portion of your customer base feel more satisfied.
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Offer personalized experiences.

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So much of consumption these days is about the whole experience, not just a product or service. Customers want to feel special and valued, whether they’re shopping for a Porsche or a new paint color.

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Jason Taylor, co-founder of Prestige Transportation, pushes his company to go the extra mile in personalizing and creating value in his customers’ experiences. “For many of our regular clients, we keep notes in their account and bring them their favorite Starbucks drink when taking them to the airport in the morning,” Taylor said.

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Another way to personalize your service is to start customer loyalty programs. Loyalty programs can include direct mail, rewards programs, card-linked offers and other purchasing incentives. You could also ensure that actual people speak to your customers during key interactions and make recommendations based on their buying history.

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Level the playing field.

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The Ritz-Carlton’s motto is, “We are ladies and gentlemen serving ladies and gentlemen.” This concept goes along with the idea of empowering your customer service team to create stellar experiences for your customers. If you give the same respect to your employees as you do to your customers, they feel valued and motivated to pass on a positive experience.

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Furthermore, as a CEO or business owner, you should strive to interact directly with employees and customers. “Even as CEO, I get on the phone with customers myself,” said Bob Seidel, a private jet pilot and CEO of Alerion Aviation. “No request is too small for me to listen to, which makes the client feel important.”

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Powell reminded business owners that the customer should always come first, regardless of your company’s size, industry or target market.

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“It is important to build a relationship with the customer so they feel like they are more than just a transaction,” Powell said. “Smaller companies should make this the foundation of their company. Build your company on the idea that it is built to fill customers’ needs, and their needs should be the priority. No company is too big or too small to provide customers with excellent service.”

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Outsource customer service to a call center if you can’t do it yourself.

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Sometimes, providing luxury-level customer service means knowing you can’t do it in-house. Maybe your skills and knowledge pertain solely to your products and not the art of interacting with customers. Or maybe you can’t quite build the infrastructure or afford the costs of building an in-house customer service staff.

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If this is the case, choose a customer service call center for your business. You won’t be alone: More than half of companies outsource their customer service lines, and some companies outsource human resources to a third party.

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All kinds of factors play into whether a particular call center service fits your needs. For example, a domestic call center may offer more services than an international one, along with superior technology and agents who may be better suited to work with your customers.

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Other considerations include whether your agents will be dedicated to your company or distributed across many clients. You should also look into the service’s policies on outages, minimum monthly call volume, availability and reporting. Reporting is particularly crucial; the best call center services report real-time data, record calls and offer maximum transparency.

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Some of these services, such as Go Answer, excel at handling inbound calls. (Read our Go Answer review to learn more.) Other call services may be better for outbound calls, primarily those involving lead-generation tactics that not every business may need.

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No matter your customer service needs, you can likely find a call center to help.

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Best customer service software

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The best contact center services can play a crucial role in helping you implement luxury-level customer service strategies. These platforms provide tools for managing customer interactions, tracking key metrics, and ensuring personalized, timely responses. By using the right software, businesses can efficiently handle customer inquiries and maintain high standards of service.

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Here are a few top options to consider:

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• RingCentral: RingCentral offers a comprehensive suite of communication tools that can help businesses implement luxury-level customer service strategies with AI. Businesses can identify patterns and collect feedback through forms while monitoring key performance indicators (KPIs), such as speech and text analytics and traffic volumes. As our RingCentral review explains, the platform’s 24/7 support ensures customer inquiries are immediately addressed with personalization, thereby enhancing availability and responsiveness.
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• Salesforce: Salesforce Service Cloud offers robust features designed to enhance customer service operations. Businesses can use omnichannel support to engage with their target customers through different channels, including calls, SMS, WhatsApp, Facebook Messenger and Apple Messages for Business. Our Salesforce Service Cloud review explains how this platform’s detailed reporting and analytics functions help companies monitor crucial metrics and leverage comprehensive customer profiles and interaction histories to provide highly personalized service.
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• Five9: Five9 provides cloud-based contact center solutions that facilitate luxury-level customer service. Its real-time call transcripts and reports help you monitor data to ensure a clear view of service performance. Five9’s numerous add-on options will help you customize the platform to your specific business needs. As our Five9 review explains, the platform also supports agents by providing interaction history, AI assistance and customer intention identification with speech-based self-service to help you deliver proactive and tailored service.
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• GoTo Contact Center: GoTo Contact Center offers robust solutions that help businesses deliver exceptional customer service and maintain control over interactions. Its real-time analytics and reporting functions — which address metrics such as average queue time, agent availability, trends and answered calls — help businesses stay on top of KPIs and agent productivity. Our GoTo Contact Center review details this platform’s multichannel communication reports, which cover total calls over time, caller summaries, call outcomes, talk time, transfer histories, and chat conversations and results.
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• Twilio: Twilio’s flexible communication platform enhances customer service operations. Its comprehensive analytics functions allow companies to monitor metrics such as call traffic, voice calls, customer data and response times, providing insight into service performance. Additionally, Twilio provides multichannel support so customers can reach businesses through their preferred methods. Our Twilio Flex review examines the platform’s live-chat features, which include real-time route optimization and customizable workflows to streamline interactions.
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Elevate your customer service to a luxurious level

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Luxury-level customer service isn’t confined to high-end brands. By adopting the right practices, small businesses can create exceptional customer experiences that foster loyalty and satisfaction. Remember, it’s the quality of interactions, attentiveness to customer needs and continuous improvement that set luxury service apart. Implement these strategies, and watch your customer relationships thrive.

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Amanda Clark contributed to this article. 

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As the hiring process moves toward automation and speed, taking the time to write a thank-you letter helps you stand out from the crowd and humanizes your application. A thoughtfully written thank-you note provides you with the chance to reiterate your qualifications and add a touch of personality. Those two simple words – thank you – could be the very thing that lands you the job.

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What should be included in a thank-you letter?

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When writing a thank-you letter, keep it clear, straightforward and shorter than four paragraphs. Amanda Augustine, career advice expert for TopInterview and TopResume, cautioned against recapping your entire resume in your thank-you note, since the interviewer has already reviewed it and discussed it with you during the interview. A basic summary of your qualifications is appropriate. [Read related article: 6 Interview Skills That Will Get You Hired]

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Here are a few details that every thank-you letter should contain:

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• Contact information: Include your own contact information, as well as the contact information of the person you’re writing to. It can also be beneficial to include the date.
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• Salutation: Even if you have been referring to the interviewer in a more casual way, use the more formal form of address (e.g., Dear Mr. X) in the thank-you note.
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• Appreciation: Write a sincere and specific expression of appreciation along with a concise description of what it is you appreciate.
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• Something unique: Remind them of something unique that they spoke to you about in the interview that they might not have discussed with other candidates. This will help the interviewer remember who you are, and it will show them that you listen.
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• Qualifications: Confirm you’re a good fit for the role.
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• Expression of gratitude: Close with a final expression of gratitude, such as “Best” or “Sincerely.”
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• Signature: You can use a typed signature if you are emailing a thank-you letter, but paper letters should always include a handwritten signature.
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As with your professional resume and cover letter, customize your thank-you note. Double- and triple-check it for grammatical and spelling errors. A typo-filled follow-up can easily ruin the stellar impression you made during the interview. If you met with multiple people, send one note to each person.

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Sample thank-you letters

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If you are looking for a little extra guidance, here are a couple of templates you can follow for writing a thank-you letter after an interview. Take the time to personalize every letter you send – avoid copying and pasting the same basic form letter. Recruiters will notice these right away, and they won’t do you any good. Review post-interview mistakes to avoid when making a good impression.

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Thank-you letter template 1

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Good afternoon, Tim,

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Thank you for taking the time to speak with me yesterday about the staff writer position with Business News Daily.

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It was a pleasure meeting with you, and I truly enjoyed learning more about the role and the company. I especially loved hearing about your in-office MVP vote – it sounds like a great way to boost employee morale!

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After our conversation, I am confident that my skills in business writing and experience as a copy editor are a great match for this opportunity. I am very enthusiastic about the possibility of joining your team and would greatly appreciate a follow-up as you move forward with the hiring process.

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If you need any further information, please do not hesitate to contact me by email or phone. Thanks again, and I hope to hear from you in the near future.

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Best regards,

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Nicole Smith

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Thank-you letter template 2

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Dear Ms. Nelson, 

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I wanted to reach out to thank you for taking the time to speak with me yesterday about the social media manager position at Business News Daily.

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I really enjoyed meeting you and learning more about where your team is headed. Based on our discussion, it sounds like you have a very exciting year ahead with the site updates and customer base expansion. 

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With the team at such a critical juncture, I’d love to lend my experience and skills to help the team build a stronger customer base and social media presence – particularly bringing my unique lens as a marketer that we discussed from my time working at agencies. 

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I look forward to speaking further with you and your team to see how I might be able to help you reach your goals. If we’re a good match, I would be very excited at the prospect of working together. 

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Sincerely,

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Jimmy James

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What is the preferred method of sending a thank-you note?

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The best way to send a thank-you note will depend on the specific person or organization you are communicating with. While some companies prefer digital communications (e.g., email), others appreciate the novelty of a handwritten note.

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Emailed thank-you notes

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Augustine said that email is the most common method for sending a post-interview thank-you note “because of its immediacy and ability to attach materials or hyperlink to additional information that can help advance their candidacy to the next interview round.”

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Augustine suggested that it is still important to check out the culture of the company and determine which method they would prefer. If you’re interviewing at a tech startup or see the company uses technology, email would likely be the most appropriate.

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After you send your email, keep an eye on your inbox. Don’t panic if you don’t hear back right away – it’s normal for a company to take its time reviewing applications. If several days or weeks go by, send a polite follow-up to ask if there has been any progress in making a decision.

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However, don’t take this as an invitation to bombard the hiring manager’s inbox. Send no more than two well-spaced follow-up emails, and if you don’t hear back after that, accept it as a rejection and move on.

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Handwritten thank-you notes

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On the flip side, if the company seems more old-fashioned and traditional, a handwritten note mailed to the office might get you further.

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“I prefer handwritten notes,” said Rachel Sutherland, CEO of Rachel Sutherland Communications. “Everyone loves getting mail, especially something you’re not expecting. It’s kind of funny to think of snail mail as being special, but in this case, it works.”

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If you’re doing a handwritten note, your method of delivering it depends on the timing of the hiring process. Jodi RR Smith, author and president of Mannersmith Etiquette Consulting, said that if you know they’ll be making their decision the next day, write the note as quickly as possible. In that instance, Smith suggests writing the thank-you note in the lobby and asking the receptionist to deliver it as soon as possible. [Learn how companies think about their hiring process and even how they think about contact management.]

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Why are thank-you notes important?

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There are many reasons why sending a thank-you note is important. Not only is it good business etiquette, but it also allows you to express your interest in the position and demonstrate that you are a good listener.

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“Sending a personalized thank-you note is exactly that – personal,” said Rebecca Kiki Weingarten, career transition coach and co-founder of RWR Network. “In our high-tech world, it makes a high-touch impact that stands out.”

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The benefits of sending a thank you note are many, including the following:

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They help you stand out.

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A thank-you email should be sent within 24 hours of the interview, while you’re still fresh in the interviewer’s mind. Keep the content of the email brief – no more than three paragraphs – and reference particular points from the conversation.

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Matt Ross, co-founder of Slumber Yard, remembers a candidate who went the extra mile in mentioning personal details from their interview.

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“I briefly discussed my hometown, but what was amazing was that the candidate remembered my hometown and found a way to include it in his follow-up,” Ross said. “He said his brother would be passing through [my town], so he made sure to tell him to pick up a cake from a popular bakery there. This not only showed me he was a good listener, but also that he was willing to go above and beyond by doing research. It left me with a pretty good taste in my mouth – pun intended.”

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They showcase business etiquette.

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According to Smith, sending a note could show that you know other proper business etiquette, like standing when a client enters the room, not chewing gum in front of the CEO, holding doors open for others, arriving to meetings on time and dressing appropriately.

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They demonstrate your interest in the role and organization.

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A thank-you note is a great way to reiterate your interest in the role and organization.

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“First, it is a basic appreciation of the time the interviewer spent with you,” Smith said. “Second, it is a signal to the interviewer that you are aware of higher-level interpersonal skills. Lastly, the thank-you note expresses your ongoing interest in the organization and the job opening.”

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Conversely, failure to follow up could leave the impression you’re not interested enough to go the extra mile and reach out afterward.

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Does sending a thank-you note really work?

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Sending a thank-you note can be effective, if the note is well written.

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“There are times when the candidate has a terrible first round, usually due to nerves,” Smith said. “But they took the time to write a sincere and well-considered note explaining their interest in the role and how their experience makes them uniquely qualified.”

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Other times, Smith noted, there are phone screens instead of in-person interviews, and those who write a thank-you note are automatically invited back for an in-person interview. Sutherland had a similar experience.

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“I got my college internship at The Detroit News because I handwrote a thank-you note,” Sutherland said. “How do I know? One day in the newsroom that summer, the editor told me I was the only one who wrote a thank-you.”

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Augustine noted that sending a thank-you note doesn’t automatically increase your chances of getting the job; however, dismissing this bit of post-interview etiquette might decrease your chances of receiving an offer.

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“While not every recruiter or hiring manager cares whether a candidate sends a thank-you message, I’ve never heard of a single one, in any industry, think poorly of a candidate for sending a thank-you note,” she added.

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Gratitude goes a long way

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Thank you notes may not always be a magic bullet, but they can help you stick out in the minds of hiring managers. In an era where job candidates are rapidly applying to dozens of positions and moving from one opportunity to another, taking the time to craft a personalized thank-you note following an interview can give you that extra boost that sends you over the top. So, if you really want to land that job and give yourself every opportunity to succeed, consider putting pen to paper and sending a heartfelt thank you for a recruiter or hiring manager’s consideration.

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Skye Schooley and Tejas Vemparala contributed to this article. Source interviews were conducted for a previous version of this article. 

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