Buyer: Be Aware

“Small businesses now have voice mail systems that rival the large PBX [private-branch exchange] style systems,” says Joseph Lasky, president of Granite Communications, a telecom firm in Eden Prairie. Lasky adds that most current systems are so feature-rich that worrying about buying once-exclusive items such as conferencing is a thing of the past.

Shopping Tips

As you begin shopping for a new or upgraded phone system, two watchwords to keep in mind are value and reliability, according to John Stanoch, Qwest’s Minnesota president.

“Customers want to know that their service is always there for them, and that every time they pick up the phone or go on line, they get that dial tone or connection they expect,” Stanoch says. “In addition, customers want services that will grow with them as their business grows and changes.”

Companies such as Qwest also offer bundled services that can increase efficiency and lower cost. But some small businesses might prefer service providers that specialize in phone service only.

Once you’ve compiled a short list of providers, keep these variables in mind:

1. The number of users. Does everyone in your business need a phone? Does anybody need more than one?

2. The projected growth rate of your company. Don’t get too fancy, but try to find a system that can grow at the rate your company grows. At the same time, don’t buy a system because you think it will still do the job in 10 years; odds are that better and cheaper systems will be available long before then.

3. How much phone traffic you anticipate. Will it be hundreds of calls a day, or only a couple dozen? The answer to this question will dictate what kind of messaging and mobile extras you’ll want.

4. What kind of follow-up service you want. Most phone systems come with a one-year warranty on parts and service, but longer terms are available. Also, most providers offer employee training free of charge.  

Of course, if you’re buying a phone system for the first time, there’s a separate list of factors to consider, especially in a newly built space. It takes at least four weeks to order equipment, have your office wired, get any necessary equipment installed and tested, and make sure your connection and calling features all work.

Qwest’s Stanoch says that cost margins in small businesses can be extra tight, so look for a service provider that can customize a system to your needs, while at the same time keeping your up-front and ongoing costs stable.