Gilbert answering service helps businesses through recession

by William Hermann - Apr. 10, 2010 07:24 AM
The Arizona Republic

Marcy Hewlett says that business people bemoaning the effects of the current recession would do well to remember that this isn't the first economic downturn in American or Valley history.

She should know. She opened her Gilbert business during the last recession.

Hewlett and three other women pooled their resources and opened the town's first answering service, A Better Connection, in December 2001.

It was, and is, a high-tech answering service that not only answers phones for businesses, but can send e-mails, faxes and pages.

At the time, Hewlett called it an ideal business to open during a recession because it offered businesses a break from hiring receptionists, said Hewlett, the manager. "We're able to help people overcome the recession," she said.

Now, in the face of an even worse recession, Hewlett says, "our mission (continues to be) providing cost-effective, streamlined teleservices to companies of all types by answering calls, scheduling appointments, capturing lead sources and dispatching emergency and service-related calls. We are lucky enough to offer ways to help businesses grow, especially in a down economy."

There have been some changes in the business since it opened.

Hewlett and co-owner Gail Gamertsfelder bought out the two other women. The two have bought eight other answering services and kept their best employees. And, Hewlett says, "we have bought the best technology, best software, available."

Hewlett says the company no longer is bound by the limitations that used to make answering services of little more use than a sophisticated message machine.

"We communicate with business owners - plumbing companies, roofing companies - when they are out in the field and they can respond to a business opportunity immediately," Hewlett said. "They are in control of their business when they aren't there."

Hewlett says that her business's services have been eagerly sought.

"We have grown our business to gross nearly $2 million per year in sales and now employ 27 people, most of whom work from home," she said.

Hewlett said she is also proud that "we have just been nominated for the Better Business Bureau Award of Ethics."

"I am also proud to report that we are the recipient of the Arizona Small Business Association Edward Lowe Foundation Arizona Companies to Watch."

Information: 888-224-6633, or visit abetterconnection.net.