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There are several areas to consider when choosing to work with a call answering company.

It’s not only cost.  Although that’s always going to be a consideration.

If you understand what it is what you want to achieve, then it will make the choice easier.  I will run through a few different options below for you to consider.

Basic message taking Even with basic message taking there are things to consider.

If a lot of background noise isn’t a problem for you, then a large call centre may work for you.

Calls will be scripted and even if one of your friends calls and says, ‘they know me’, they may still be asked for their full name as the scripting system won’t allow any flexibility.

It will be one of possibly over 100 people answering your call.  They will have very little knowledge of your business.

It will be basic.  Name, telephone number and brief message.  Possibly an email address too.

Large call centres base their business model on high volume.  Calls will be hurried and without any of the niceties and small talk.  The call will probably be under a minute.

The lowest price we’ve seen is 77p a call.  Generally, this type of operation will charge between £1 – £1.50 per call plus VAT.  If an SMS is included, it would normally be at an additional rate.

Some companies will have a monthly standing fee in addition to the per call fee.

Bespoke call answering Bespoke call answering companies are generally either smaller, or a larger company split into smaller groups.

The people answering the calls will understand you and your callers and will have more time to spend on a call.  It will be very customer focussed.

There will be time for the ‘niceties’.  Asking about their health if they’ve been poorly.  Interest in the caller.

They will be able to deal with much more complex calls.  For example, booking appointments into a podiatry clinic and have a basic knowledge of the service.  Sending out additional documentation such as consent forms.  Booking blood tests at a laboratory.  Making a hotel or restaurant reservation.

This service will be priced individually to suit specific needs.  It’s unlikely to be scripted and the company will have high training standards.

Calls are likely to be considerably longer, and the price will reflect that.

It may be a per call rate of £3 – £5, or a per minute rate from £1.50 a minute.

Pricing This is a complex area.  The headline price may not be what you will pay.

All call answering companies work on a similar model – time.  The more complex the call, the more time it will take which attracts a higher rate.

There may be a fixed monthly fee on top of the call rate.  A one-off set-up fee added to the first bill.

Additional fees for sending an SMS, setting up an out of hours voicemail.  Another fee for Saturdays and evenings. 

Every company is different.

Let’s face it, the ideal job for many is one that means you can work from home. You get more flexibility in your hours, can wear whatever you like and don’t have to do a lengthy commute in all weathers of the year. There are many jobs out there that allow you to work from home, it’s up to you to think about your skills and what you can do to earn the cash from the comfort of your own living room.

You need to think about where your talents lie – whether you are a natural writer, crafter or have great customer service and people skills. You could try reading up and researching what skills certain roles need and hone in on these before applying for jobs. You will also need to be prepared that work from home office jobs can require long and sometimes unsocial work hours, so you need to think of the role that is right for you. Here are some of our top ideas for home office jobs to get the ball rolling…

Online support agent

One stay at home office job you could do is to be an online support agent such as for bingo or sports betting sites. One of the most important roles in online gaming is this customer service role. You’d need to be quick to reply, knowledgeable and quick to learn and friendly too. You would be responsible for acting as a liaison for customers who come to the site and assist with different aspects such as complaints, questions, errors, signing up, cancellations, billing and any other queries they might have.

Freelance writer

A freelance writer is another great office job you can do from home. You can start with a few low-level jobs before building up to bigger ones. There are many sites you can use to get these jobs, such as People Per Hour, Fiverr and more. You can use many different resources such as Linkedin or Facebook to get advice and tips, and, of course, read the many blogs and sites out there with top tips to earn money from your writing. To be a freelance writer you need to be able to turn content round within a good time frame and have good research skills for when topics need more in-depth information.

A virtual assistant

A virtual assistant provides administrative support to either an individual or a team while working remotely. Your tasks will normally include a range of administrative tasks such as answering emails, scheduling meetings, making travel arrangements and any other tasks they put your way. It’s important to have strong communication and a good internet connection for this. Most keep in touch via instant messaging such as Skype or Slack. This is a role that will require you to be organized and efficient so you can stay on top of the different tasks assigned to you. We suggest ensuring you have a good filing and recording system to keep track of everything.

An online tutor

Another way you can put your skills to use and have an at-home office job is to become an online tutor. An online tutor may work with anyone from young children to teens and adult learners. All you need is a computer, a strong internet connection and a quiet spot where you can interact with the student and help them with their learning. For many tutoring jobs, you will need a degree, however, some will accept or require an educational background in a specific subject or additional qualifications. You will normally either interact through Skype or a similar program so it’s important you have a webcam and a good microphone to communicate with.

Sell home-made craft items

If you are a bit crafty and creative on the site, you could set up your own online store. People work from home selling all sorts of things they make, including jewelry, greeting cards, trinket boxes and much more. It’s a great way to make some extra money on the side while also doing something you love every day. You could have your own website selling your items or piggy-back on sites such as eBay, Amazon, and Etsy.

What’s the best thing to do for your business at the beginning of any new year?

Dust off your Business Plan of course.

I can hear the sighs of boredom form here. And I can imagine the “Business Plan. What Business Plan? I don’t need a Business Plan” shrug of the shoulders. Maybe you feel you haven’t got time (or the will) to refresh your Business Plan – or even put one together in the first place. You just want to get on with marketing your products and services so that you can sell more.

Gosh, I hate to be the one to rain on your parade, but a successful business starts with BUSINESS PLANNING NOT MARKETING.

Before you get started on your marketing planning this January, I would like you to think a little bit about Business Planning because, believe me, your marketing won’t work if you don’t know what you are marketing and who you are marketing it to – that’s Business Planning.

You Have to Plan Your Business If You Want a Business

As someone with a micro business or a side hustle, you have to plan your businesses if you are going to have a business at all.

You may think it’s hard, that you have to produce a massive analytical document, that you will get bogged down in detail, or you think it takes time and it’s boring. You just want to get on and do your ‘thing’.

However, your business plan is vital because it holds the key to selling your ‘offer’ to your target market – MARKETING. Your business plan is your detailed route map from PASSION to PROFIT.

The Missing Link Between Passion and Profit Is Planning

I have worked with so many business owners who are struggling to make that leap from their passion for their products or services through to a profitable micro or side hustle business. They want to stay small but be big – it’s just not happening.

My task as their Business Mentor is to work with them to create systems, processes and automations that will allow them to grow and develop. Invariably, the biggest thing standing in the way of this happening is a lack of clarity on what to do when to ensure the biggest impact.

They need a plan for their business – not necessarily a Business Plan. If you’re not sure of the key difference, take a look at this blog

The One Page Business Plan

When I first approached the problem my clients were experiencing, I looked around for something that would help.

I found lots of examples of so-called ‘simple’ business plans – some of them were even on one page (with very, very small text!). But I didn’t find anything that specifically worked for those ultra-small, often artisan, micro or side hustle businesses.

For me, one of the biggest failings in these examples was their inability to:

• place the business owner at the heart – the ‘why me’, ‘why this business’ aspects
• recognise the proximity of the business owner to their customers – in a micro business, it’s the business owner who answers the phone
• understand that the business owner does everything!

If you have a micro business or a side hustle your planning doesn’t have to be difficult, and the plan for your business doesn’t have to be complicated, it can be done on one page – I know, because I have created one just for you.

If you want a copy and start to take your business from passion to profit, you can get your copy here.

Once you have downloaded your copy of the One Page Business Plan, don’t forget to let me know how you get on. 

For those who have an entrepreneurial mindset, it’s important that you have the right skills, qualifications, and experience behind you before launching a business. With half of all start-ups failing in their first year of operation, the last thing you want to do is add to the statistic, so undergoing relevant training and education can help set you up for success.

More and more entrepreneurs are realising how important an MBA is for their career goals. Not only will you learn superior knowledge that will teach you the A-Z of running a business, but there are tons of transferable skills that you can utilise effectively in the workplace. With so many benefits, it comes as no surprise why the MBA is still a game changing qualification, so here are just a few advantages that you can gain from obtaining an MBA degree.

Increases Your Earning Potential

Regarded as the most practical advantage of an MBA degree, individuals who embark on this course can earn far more than those without a masters under their belt. There have been many studies carried out that have concluded that those with this qualification have a much higher chance of earning a better salary. The business knowledge you acquire throughout your course will put you at a higher advantage of securing your dream role.

Ability to Study Online

If you’re currently in full time employment, you may find it difficult to commit yourself to an MBA, however, with the option to study online, you are able to fit your learning and coursework around your day to day schedule. There are many benefits that come with studying online, such as:

• Teaching you self-discipline and responsibility
• Learning from the comfort of your own home
• More choice of course topics
• Lower total costs and debts
• Flexible schedule

Studying at your own pace can increase concentration levels, giving you the time that you need to focus on your work. If you’re serious about studying for an online MBA, you can visit https://studyonline.aston.ac.uk/programmes/master-business-administration-online for more details.

Learn Transferable Skills

While the MBA tends to be specifically tailored towards business and finance, the modules that you learn throughout the course will touch upon various other industries, as well as provide you with transferable skills that you can implement into the workplace. Some of the key transferable skills that you will gain include:

• Leadership
• Written communication
• Time management
• Research and analytical skills
• Personal development

Superior Business Knowledge

Not only will you learn a range of transferable skills that can help you stand out from other candidates, completing an MBA will help you gain specialised business knowledge. There are numerous practices and concepts that you will be required to learn which will teach you how to better evaluate data, as well as calculate risks. When it comes to taking business related decisions, the knowledge you obtain can help you feel more confident.

Networking Opportunities

In the business world, knowing how to network is a key trait that employers look out for. No matter who you encounter in your professional endeavours, knowing how to hold your own can help generate leads and increase sales. Throughout your MBA, you will have access to influential people in the industry who can teach you words of wisdom and knowledge to help prepare you for the working world. Some of the key networking benefits include:

• Strengthening business connections
• Getting fresh ideas
• Advancing your career
• Building confidence and self-esteem

Higher Employment Rates

Once you’ve completed your MBA, going into the working world may fill you with dread, however, as long as you gain good grades, you have a much better chance of securing the job you want. Regarded as one of the most prestigious postgraduate degrees you can do, MBAs are held in high regard in both the business and financial community. So, if your goal is to work for an organisation, having an MBA on your CV can do wonders when it comes to gaining employment.

Gain Leadership Skills

For those who like the idea of starting their own company, during your MBA you will learn excellent leadership skills that can teach you how to handle important business decisions. If you plan to employ others in your company, an MBA will teach you the importance of teamwork, giving you the skills needed to motivate and encourage your workforce. Leadership can also boost profits for your business, making your clients and customers take you more seriously.

Whether your goal is to launch your own company, or you like the idea of working in a senior position for an organisation, gaining relevant and credible qualifications like an MBA degree can set you apart from other candidates, and increase the chance of you securing the role.

Many think that the key to entrepreneurial success is having funding and a great product. While both of these are essential components, they are only part of a much larger picture. Finding success requires a variety of skills and abilities outside the desire to sell a product or service. Here are seven skills entrepreneurs must-have in business to be successful.

Confidence Enough to Be Assertive

It is not enough to have confidence in a product; one must have enough confidence to be assertive in their beliefs and speak their opinions on the matter. If your ideas never find a voice, they will never reach the level needed for success. Being assertive does not mean bulldozing over everyone else and ignoring their views. It means learning to say no when it is necessary and standing behind your opinion and ideas while accepting the relevant ideas of others along the way.

Courage to Take a Risk and Adaptability to Change

The business world is constantly changing, and to be on the path to success, you need to be able to change with it. It might help to compare this to blackjack, for although the game might seem simple or straightforward, it has evolved a lot in a short period of time. It now comes in a host of versions beyond the classic version like Deal or No Deal, Pontoon, Blackjack Switch, and Spanish 21. They all have different rules too, and what works for one game might not work for another. To be able to play the game, just like in business, you need to learn the new rules – and retain that information – and then adapt the various strategies you learned as you go. In business, this means you not only need to be open to change, but you need to be able to think on your feet and make good decisions based on the information you have.

Ability to Listen to What Isn’t Being Said

Listening is not merely hearing the words that others vocalize. Success requires that an entrepreneur hones the skill of listening to the words that they’re not saying. Learning to interpret that investors silence as a lack of trust in the product that needs addressing means the difference between finding the required backing and losing out before getting started. 

Ambition to Succeed

Entrepreneurship is a daunting venture which requires enough ambition to push past the hurdles that are in the path of success. While it would be easier to give up when things seem impossible, an ambitious person will see these hurdles as stairs to their ultimate goal, victory. Finding the right balance between ambition and perseverance makes the difference between the halfway point and the finish line. 

Desire to Learn

Learning is a skill most wish to leave upon graduation from their university. A great entrepreneur has the willingness to learn continuously. This desire to learn is needed as new advancements arise in technology, business processes, and clientele. To achieve growth, every company must learn what their consumers want, what their competitors have, and how to make something that is better. This skill means learning from those who have come before and creating something for 

Communication and Networking Capabilities

Communication in the business world has come a long way. With social media, websites, and email becoming the preferred method of communication for both venders and consumers alike, the ability to communicate has never been more critical. Entrepreneurs in today’s society must be able to utilize networking skills and communicate on the levels their clients are demanding. If any venture is to succeed with millennials on the pulse of commerce, entrepreneurs must learn to communicate virtually, what their predecessors had had the luxury of doing face to face.

Ability to Think Creatively

The final skill that is vital for a successful entrepreneur is creativity. The ability to think outside the proverbial box and find new and inventive ways to wow consumers with products that have been mass-produced for years is what makes the difference between a successful business and one that falls just short of the end goal. 

Pulling it all Together

While having a product that consumers want is a crucial part of finding success in any business venture, these seven skills are the keys that unlock the gates to finding entrepreneurial achievement in a world where hundreds of new businesses start daily. They are the essentials needed to reach the finish line in the business world. 

From 6 April 2020, employees will have a statutory right to take paid or unpaid leave (depending on their circumstances) in the event of the death of a child or a stillbirth. What is Parental Bereavement Leave? Parental Bereavement Leave is a period of up to two weeks’ leave that may be taken at any time within 56 weeks of the death of a child (eg someone under the age of 18, including a baby which is stillborn after at least 24 weeks of pregnancy). The leave may be taken as:

• One whole week;
• Two consecutive weeks; or
• Two separate weeks at different times.

The leave can be taken in two blocks and within 56 weeks in order to enable employees to take the second week off around the anniversary of the child’s death, if they choose. The bereaved parent is entitled to a separate period of leave in relation to each child in a situation where more than one child has died or been stillborn. Who is eligible for Parental Bereavement Leave? Parental Bereavement Leave is available to employees only, from the commencement of employment. An employee is a ‘parent’ if they are any of the following:

• A natural, adoptive or surrogate parent;
• A natural parent where the child has been adopted, but there is a court order for the child to have contact with the natural parent;
• A person with whom the child has been placed for adoption by a British adoption agency, or under a fostering for adoption scheme, as long as that placement has not been terminated;
• A person living with the child who intends to adopt them and has received “official notification” from the British authorities that they are eligible to adopt, in cases where the child has entered Great Britain from overseas for the purposes of adoption;
• An intended parent under a surrogacy arrangement (where the court was expected to make a parental order);
• Someone in whose home the child is living and who has had day to day responsibility for the child’s care for at least the four weeks prior to death (eg a guardian or a foster parent but not a paid carer (other than a local authority foster carer)), unless the child’s parent or anyone with legal parental responsibility is also living in the home with the child;
• The partner of any of the above.

Under the statutory scheme the leave must be taken as whole weeks, so it is assumed that leave of less than a week would still reduce the statutory entitlement by a week. Whilst there is nothing to prevent employers from allowing the employee to use up their entitlement in days rather than whole weeks, this could cause difficulty when it comes to the entitlement to statutory pay, as a whole week of leave must be taken in order to qualify for a week’s Statutory Parental Bereavement Pay (see below). How is Parental Bereavement Leave taken? The employee must notify their employer of:

• the date of the child’s death;
• the date on which the employee wants the leave to start; and
• whether the employee intends to take one or two weeks.

There is no particular requirement for the employer to be informed in writing. For leave in the first seven weeks, the employee must notify their employer before the time they are due to start work on the day they want leave to start or as soon as reasonably practicable. In weeks eight to 56, the employee must give at least seven days’ notice of their intention to take Parental Bereavement Leave. What is Statutory Parental Bereavement Pay? Provided that an employee meets the eligibility criteria, notifies their employer and provides the relevant evidence (as set out below), they may also be entitled to Statutory Parental Bereavement Pay (‘SPBP’). Statutory Parental Bereavement Pay is paid at the same rate as other statutory payments such as paternity pay (currently £148.68), for one whole week or two whole weeks. Who is eligible for Statutory Parental Bereavement Pay? A bereaved parent (as set out above) who is employed on the date of death, with continuous employment of at least 26 weeks up to the week before the child died, will be entitled to Statutory Parental Bereavement Pay, provided that they earn a minimum amount per week (currently £116). The employee must notify their employer of the week or weeks for which Statutory Parental Bereavement Pay is being claimed. The notice does not need to be in writing (unless the employer requests it) and must be given either before the start of the Statutory Parental Bereavement Pay period, no more than 28 days after the first day of the period or as soon as reasonably practicable thereafter. The employee must also supply a written statement (at the same time as giving the above notice) confirming their name, the date of the child’s death or stillbirth and a declaration that they meet one of the criteria of a “bereaved parent”. The 28-day period enables the parties to address the administrative requirements when the employee returns to work, rather than at the time of the child’s death. Practical points Employers will need to decide whether to put in place a Parental Bereavement Leave and Parental Bereavement Pay employment policy and if so, whether the policy will go beyond the minimum statutory requirements, plus how the policy will interact with any existing compassionate leave policy. It may make sense for employers to have a standard form for use by employees claiming SPBP. Employers will also need to consider the interaction between Parental Bereavement Leave and the existing right to time off for dependents. Employees are entitled to a reasonable amount of unpaid time off to take “action which is necessary … as a consequence of the death of a dependant”. This generally only enables an employee to deal with the logistical matters which arise as a result of a death. These include arranging and attending a funeral and, where appropriate, applying for probate and meeting with probate officers. This is not a right to compassionate leave. However, an employee who needs to take a day or two off in order to make arrangements could avoid using a whole week of parental bereavement leave by taking time off for dependants instead. Grief can work in unexpected ways and it is not easy to predict the time off that may be required. Employers need to give due consideration to such issues in the context of the business and best serve the needs of either the employee or the employer in some cases. Contact Norwich Employment Law Solicitor Carla Gowing for advice at carlagowing@hatchbrenner.co.uk or call 01603 660 811. There is support available for people dealing with bereavement. Hatch Brenner is proud to support Norwich and Central Norfolk Cruse Bereavement Care. Visit their website to find out more about their support services in the community.

We have recently completed a full refurbishment of two of our popular hotel rooms – Crab Apple and Sweet Chestnut. Read about more about our interior inspirations here:

Crab Apple

Crab Apple is one of our exterior Summer House Suites. As part of our ongoing programme of improvements, we have laid new flooring, and updated all furnishings and wallpaper for a contemporary Nordic vibe. 

Choosing textured wallpaper has given that cosy feel, and accents of mustard and grey provide a modern yet calming look. 

In the lounge, exposed whitewashed ceiling beams complement the thoughtful lighting. Gorgeous views of the Mead and the river beyond are picked out in the playful touches including bird motif cushions. The comfy sofa bed provides a tranquil spot to unwind, and also the space to sleep two children for families requiring accommodation. 

In the bedroom, the grey accents continue with a re-covered headboard for the king sized bed, and textured cushions, rugs and blankets. Clean and stylish furniture including a gorgeous brown leather look armchair and carefully positioned wall features including a large circular mirror give a relaxed luxury effect. The bedroom is finished with contemporary lamps, and lots of storage space.

Sweet Chestnut

Sweet Chestnut is one of our Cottages which is perfect for families sleeping four guests comfortably.

The updates to the downstairs lounge area include new flooring and furnishings – with accents of blush pink, soft greys and deep blues picked out in textured cushions, tassled lampshades and a gorgeous plush royal blue rug. 

The feature wallpaper boasts an ornate repeating scroll and floral cream pattern on deep blue giving a plush Parisian feel. The French chic look continues with art deco inspired furniture and soft grey bucket dining chairs which feel amazing to touch. The feature fireplace provides a focal point to the room. 

We have added a sink and fridge discreetly to the corner of the living area providing convenience to the tea and coffee amenities area with large windows looking out onto the private terrace. 

The feature wallpaper continues up the central staircase opening onto the upstairs landing. 

The new king sized bed in the master bedroom has a gorgeous soft grey headboard and upholstered surround providing a sumptuous setting to unwind. A stunning deep blue textured armchair reflects the feature wallpaper and the colour pops come from warm tones of mustard, grey and olive green in the cushions and throws. 

The twin bedroom across the hallway repeats the deep blue feature wallpaper with scroll motif, with the marble side table and funky lighting mirroring downstairs. Textured throws and cushions in grey shades give a cosy feel making the most of the original exposed beams and complementing the lovely view over the front lawn.

Norfolk minibreak

If you are looking to book your next Norfolk minibreak accommodation, give our team a call. We guarantee the best room rates if you call direct on 01603 737 531 or email info@norfolkmead.co.uk

View all our Rooms on our dedicated website page. 

Just a quick visual update on our new two bay hangar and our new workshop! 

#excitingtimes 

The law relating to the formation of Marriages and Civil Partnerships changed at the end of 2019 with the introduction of The Civil Partnerships, Marriages and Deaths (Registration Etc.) Act 2019. Following the successful campaign by opposite sex couple Steinfeld & Keidan, the law has been changed allowing heterosexual couples to enter into Civil Partnerships. Discrimination Previously, Civil Partnerships were only available to same sex couples. Steinfeld & Keidan challenged the law on the basis that it was discriminatory under article 8 ECHR (right to family life) when considered alongside article 14 (prohibition of discrimination). Their case went to the Supreme Court and in June 2018, the judges unanimously agreed that the ban was in fact discriminatory. Another option As reported by the BBC, the government has estimated that about 84,000 mixed-sex couples could form Civil Partnerships in 2020, giving them greater rights and protections within their relationships, without having to get married. Notable differences Whilst Civil Partnerships essentially award the same rights to couples as Marriage, there are a few notable differences:

• Civil Partnerships cannot be formed in a religious ceremony on a religious premise
• Marriage is formed by vows; Civil Partnerships are formed by signing of the Civil Partnership document
• Only the father’s name features on the Marriage certificate whereas both parent’s names appear on the Civil Partnership document
• Marriages are ended by divorce and Civil Partnerships by dissolution; although the procedure is fundamentally the same
• A Civil Partnership is not voidable on the basis of non-consummation (nor does it make a same sex marriage voidable)
• Adultery is only a ground for dissolution (or divorce) if it is committed with a person of the opposite sex

If you are considering entering into a Marriage or Civil Partnership, there are many useful resources offering more information including: https://www.citizensadvice.org.uk/family/living-together-marriage-and-civil-partnership/ https://www.gov.uk/government/publications/marriage-and-civil-partnership-in-england-and-wales Pre-Nuptial Agreements/ Pre-Registration Agreements Experienced Hatch Brenner Family Solicitor Richard Dilks is able to advise couples on measures they can take before entering into a Marriage or Civil Partnership to set out how the couple would like their financial affairs to be resolved should they separate or divorce in the future. If you are getting married or entering into a Civil Partnership, you should consider a Pre-Nuptial Agreement or Pre-Registration Agreement. If you simply wish to live together, you should consider a Living Together Agreement. If you would like advice or to arrange an initial fixed fee family law consultation, please call Richard Dilks on 01603 660 811 or email richarddilks@hatchbrenner.co.uk