they are a good fit and integrate well with your team and systems. To start, take a brief look at your short or long-term goals. If you’re seeking short-term help, or just someone to answer phone calls, there are many services available. But, if you’re considering a long-term solu- tion, Sambrick recommends looking for a service willing to become a more inte- gral part of your team. The onboarding process will also give insight into how the company ap- proaches administrative tasks. Sam- brick suggests taking advantage of scheduled onboarding sessions, asking questions, and making sure the ser- vice is gathering pertinent information about your business. “When we onboard a new company, a 30-minute call is scheduled to iden- tify the business’ needs,” Sambrick explains. “Starting at the top, we ask questions like ‘How do you want your phones answered?’ and ‘What hours would you like crews and estimates to be scheduled?’” If the service provider is taking a deep dive into your business, learn- ing, and taking notes, this is oen a good sign. “You want someone that will hone in on things like efficient routing aspects,” he continues. “Giving the arborists more estimates in a day in one region. Nothing is worse than unnecessary drive time. My team knows we must schedule tightly to help these compa- nies be more efficient.”
Nearshore refers to companies located in similar time zones. My Office Help, for example, is located in the Central time zone.
aged, third-party administrative com- panies cannot build service contracts. They can, however, recommend a credible legal service. LIABILITY CONCERNS Mistakes happen. But if they do, it’s important to understand who holds the liability. Before hiring an administrative ser- vice, carefully read through the terms and conditions outlined in the service agreement. Should something happen, liability is oen determined by the indi- vidual circumstance. If an error is due to negligence on the service provider’s part, they assume liability, and insurance may cover any resulting damages. However, if the mis- take is influenced by you, the tree care company, then you may be held liable. Double-booking an appointment is a common issue. A proactive administra- tive service, however, will catch these types of mistakes and correct them. “Most of the time, mess-ups are small and manageable,” Shadowen says. “In the event something happens, we pull reports and data to figure out the root cause of the issue. From that point, we
OUTSOURCING LIMITATIONS As with any external service, there are certain limitations to outsourcing. These include initial limited market knowledge, the inability to provide in-person services, and limited con- tract assistance. “Many tree care companies work in small, rural towns,” Veloza says. “In the beginning, local market knowledge may be limited. But if you are proactive in communicating and training, the ad- ministrative person will learn and un- derstand how to approach your market. It isn’t impossible, it just takes some time and training.” Despite technological advances, some ser- vices, like job estimations, are limited to company staff being physically available. “We live in a world of instant gratifica- tion,” Sambrick explains. “A customer wants you to pick up the phone and have an answer as quickly as possible. A quote, for example, typically cannot be given over the phone. We can sched- ule an estimate or consultation, but an actual tree care worker will need to help the customer with that service.” Contracts also come with limitations. Although they can be filed and man-
Other vetting questions include:
• Will the service provider prioritize tree emergencies? • Do they have industry knowledge and understand the lingo? • Does the service have local market knowledge? If not, are they willing and able to learn?
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