One Missed Service Call

It's easy to think of a missed call as a single lost job.  However, the repercussions of that missed service call are far greater and longer lasting.

A single service job might represent a few hundred dollars toady, but it can also lead to repeat service, maintenance plans, and referrals to friends and neighbors.  When you miss that call, all the potential disappears immediately.

There's also a potential for reputational damage.  If a customer has trouble reaching you, even repeat customers, they are likely to move on to another shop.  In addition, a frustrated customer is more likely to leave a negative review or share their poor experience with others.  In a market where online reputation heavily influences customer decisions, even a few missed calls can erode trust.

Over the course of a year, these losses compound.  Successful service organizations treat every call as the beginning of a relationship, not a one-time transaction, and design their processes accordingly.

Question:  How many service calls are you missing after hours?

Issues don't always happen during business hours.  Breakdowns and urgent questions often arise at night or on weekends.  If calls aren't answered or emails aren't captured, customers move on quickly.  After-hours call handling, online scheduling, and prompt follow up messages help ensure those opportunities aren't lost.

Capturing after-hours demand is one of the most effective ways to increase revenue without increasing marketing spend.

We at Finger Lakes Work Place can help your business improve how customers contact you, how inquiries are handled, and capture and respond to after hours calls so more properly handled calls turn into more service appointments.  Want to get the most out of your incoming inquiries?  Shoot me an email - aaron@flworkplace.com - or grab a slot on my calendar. 

Cheers!

Aaron