Answer Network takes all kinds of calls
Q&A with Answer Network in Carpentersville
Q. Describe your business. What do you do?
A. We are a 24 hour, fully computerized nationwide answering service. We answer for a variety of businesses. Our customer base includes heating and air conditioning companies, property management companies, plumbers, doctors, school districts, a cruise ship company, drug companies and even a bail bondsman. Many of these businesses have emergencies after normal business hours so we dispatch medical emergencies and furnaces and air conditioners not working. We have a cruise ship company in Vancouver, British Columbia and take their overflow calls when their busy season is at its peak or when they are running specials. We even have a bail bonding company for those poor guys who need to be bailed out of jail in Louisiana. A large base of our customers are property management companies as they need us to dispatch emergencies such as fires or flooding. We also take dinner reservations for a restaurant in Elmhurst. And, we dispatch nationwide for a very large drug company for their security staffing. From 11 p.m. to 7 a.m. we answer and dispatch for 56 radiologists in Texas.
Q. What made you start your business?
A. In 1976, our parent company, Radio Communications Corp. was in the paging and mobile phone business. At that time an answering service would be a natural extension of our core business. So, we purchased an “old fashioned switchboard” service. We have evolved to a fully computerized system since then. We process over 500,000 calls per year for our customers.
Q. What is the most difficult obstacle in running or starting a small business?
A. Starting the business was not difficult because we purchased a company that already had a customer base. Staffing is probably one of the most universal problems we have as we have to have personnel 24/7/365 under all kinds of conditions and weather. The recent snowstorm on Feb. 2 required us to still answer the phones and without my loyal staff, this could not have been done. We have been fortunate in this regard. The other challenge is Internet marketing. Finding the right company to assist us has been a struggle.
Q. What do you enjoy most about operating your business?
A. Since we have been in business over 30 years, we have seen many technology changes. To name a few — emailing, texting and computerized answering service equipment. We have learned to overcome these obstacles. Our customers have benefitted because we can expedite messaging quickly and efficiently.
Q. Is this what you pictured yourself doing when you were young? When you were young, what did you want to be when you grew up?
A. This is not what I envisioned. Don't forget, I came from an era when women did not have many opportunities. Being a secretary was as high as I could aspire. But, I married a man who never let obstacles stop him from business challenges and he involved me from the beginning. We have been partners in business for over 42 years.
Q. What keeps you up at night?
No electricity due to storms. But, I solved that by purchasing and installing a gas powered generator.
Q. If you could give one tip to a rookie business owner, what would it be?
A. Having enough money to grow your business and realizing that you will work harder and longer than any job you had in the past.
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Answer Network
Name: Joyce Shields
Business: Answer Network
Address: 150 S. Washington St., Suite G, Carpentersville,
Owners: Robert and Joyce Shields
Year business started: 1976