Success doesn’t always come from following the path you originally planned.
For Jade Raymond, owner of Ely-based PA Answer, what started as an apprenticeship turned into a remarkable journey of leadership, business ownership and building one of the region’s leading telephone answering and administrative support companies.
In the latest episode of the Made in Ely Podcast, Jade shares the story behind PA Answer, the lessons she’s learned over the last 14 years, and why she believes every business owner should stop trying to do everything themselves.
Not Every Career Needs a Straight Line
Like many young people, Jade finished college expecting university to be the obvious next step. But unsure which direction to take, she decided to defer for a year instead.
That decision changed everything.
After initially working in a care role, an opportunity to help with office administration introduced her to a completely different career. It wasn’t part of the plan, but it was something she immediately enjoyed.
Soon afterwards, she joined PA Answer as an apprentice. Looking back, Jade believes taking the pressure off herself to have every answer at 18 years old was one of the best decisions she ever made.
Her advice is simple: take your time, gain experience and don’t be afraid if your career takes a few unexpected turns. Sometimes the opportunities you never planned for become the ones that define your future.
Growing Through the Business
Jade quickly progressed through the ranks at PA Answer, becoming a manager before eventually taking on the role of director.
Then came the opportunity that would change everything. When the company’s owner announced he wanted to sell the business, Jade found herself faced with a huge decision. Rather than watching someone else buy the company she’d helped build, she chose to back herself. It wasn’t without nerves.
There were financial commitments, legal responsibilities and plenty of unknowns. But after weighing up the alternatives, she realised that if she didn’t buy the business, she’d probably end up starting something very similar from scratch anyway. Today, that leap of faith has paid off.
Her story is a reminder that confidence often comes after making the decision—not before it.
What Does PA Answer Actually Do?
Although the name suggests telephone answering, PA Answer has evolved into something much bigger.
The team supports businesses with everything from:
- Telephone answering
- Diary management
- Email management
- Appointment booking
- Customer service
- Administrative support
- Outbound calls
- Invoice processing
- Payment handling
Every client is different.
Some simply need someone to answer calls while they’re on-site with customers. Others outsource significant parts of their daily administration, allowing them to focus entirely on running and growing their business.
Rather than offering a one-size-fits-all service, PA Answer builds each solution around the individual needs of every customer.
The Biggest Mistake Small Businesses Make
One of the most interesting parts of the conversation centred around a challenge almost every small business owner faces.
Trying to do everything – Whether it’s answering phones while driving between jobs, chasing quotations late at night or managing an overflowing inbox, many business owners spend hours every week working in the business rather than on it.
Jade believes this costs businesses far more than they realise.
Not only does it waste valuable time, but missed phone calls often mean missed opportunities.
Potential customers rarely wait around anymore.
If they can’t reach one business, they’ll often call the next one instead.
For Jade, excellent customer service begins with simply being available when customers need you.
Focus on What You’re Great At
One message came through repeatedly during the conversation.
Know your strengths.
Delegate the rest.
Business owners don’t need to become experts in bookkeeping, customer service, administration, diary management and sales all at the same time.
Instead, they’re often better off investing in specialists who can complete those tasks faster, more efficiently and to a higher standard.
That allows business owners to spend more time doing what actually grows their business.
It’s a lesson that’s simple to understand—but surprisingly difficult to put into practice.
Why Human Conversations Still Matter
In an age of AI chatbots, automated phone systems and online booking platforms, Jade believes there’s still enormous value in genuine human interaction.
Whether someone is calling a local tradesperson, a veterinary practice or another service business, speaking to a real person creates trust.
PA Answer deliberately avoids scripts wherever possible.
Instead, every conversation is designed to feel like an extension of the client’s own business, helping customers feel heard, understood and looked after.
Sometimes, that personal touch makes all the difference.
Final Thoughts
Jade’s story is about much more than answering phones.
It’s about backing yourself when opportunities appear, embracing unexpected career paths, and recognising that asking for help isn’t a weakness—it’s often one of the smartest business decisions you can make.
For anyone running a small business, feeling overwhelmed by the number of hats they wear each day, this episode offers practical advice, reassurance and a reminder that you don’t have to build your business alone.
Sometimes, the best way to grow is by letting go of the tasks that stop you doing what you do best.
Listen to the full episode of Made in Ely to hear Jade’s inspiring journey from apprentice to business owner, along with practical advice for business owners looking to save time, improve customer service and build a stronger business.
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