Money and efficiency aren’t the only factors
when owners rely on technology rather than
humans. Not all business owners have the
time or inclination to be managers. Moreover,
some find that with a larger staff they have less
flexibility when it comes to saying yes or no to
new business; they must bring in revenue so
they can pay employees.
At some companies, the transition has
occurred as technology has changed how
society works. Tom Nardone’s company used
to have two or three customer service people
to answer the phones, take orders and field
questions. But most customers now prefer to
buy online and use email for questions and
requests. Nardone, president of BulletSafe
Bulletproof Vests, needs just one customer
service staffer, and because technology has
freed up his time, he can focus more on
prospecting for new business.
“We do more trade shows. We went from six
a year to now 13 or 14 a year,” says Nardone,
whose company is based in Troy, Michigan. “I
spend more time just talking to people.”
Relying more on freelancers rather than full
or part-time employees is a trend that began
during the recession. It has continued partly
for financial reasons, but also because owners
don’t want to risk having to lay off staffers if the
economy weakens, which it has been showing
signs of doing in recent months.
“We are careful not to hire as a knee jerk reaction
to spikes in business,” says Matt Secrist, co-owner
of BKA Content, a company that relies almost
entirely on freelancers to create written material
for websites.