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In our current digital age, it may seem that having the best website or being on the most popular social media platforms is the way to grow your business. Although those things are important, when it comes to connecting with your customers, in many ways, the phone is still king. And if your business does not have an effective strategy in place for managing its calls, it can translate into lost opportunity in several ways.

​It is estimated that businesses are losing over $75 billion a year due to poor customer service. This is a staggering figure but consider that customers today have many options and little time. If the experience they have with your company leaves them frustrated or makes your business appear unprofessional or not capable of addressing their needs, they will just go somewhere else. A part of the way customers’ perceptions are developed about your business is through telephone interactions.

How missed calls can hurt your plumbing, HVAC or service business
Plumbing and HVAC expertise is essential. But it doesn’t matter how great your skill as a plumber or HVAC professional is if people can’t reach you when they need your services. A leaky faucet, backed-up toilet or no heat won’t wait, and neither will a potential customer if they encounter difficulty when trying to connect with your company.
It may be a no-brainer if a customer calls a business and the phone perpetually rings, or if they are put on hold for an extended period that they will probably lose interest and hang up. But even if you have a voicemail system in place, that is still not sufficient to make a positive impression and retain a potential customer. In fact, research has shown that ’75 percent of callers will not leave a voicemail, and about 85 percent of callers who do not reach you on the first call will not call back.’ They will just go elsewhere. This failure to have a call management solution in place results in:

  • Lost revenue – It causes you to lose money, ultimately affecting your bottom line.
  • Lost customers – As a plumber or HVAC professional, when people reach out to your business, it is most likely because they are experiencing an emergency. If you cannot meet them at their ‘pain point’ by answering their call and providing the service they need, you will lose their potential business.
  • Lost reputation – In today’s world, customers have significant influence regarding a company’s reputation. With just a few words on the internet, customers can post unfavorable reviews that can deter others from engaging with your business.

Don’t let your ad dollars go to waste or lose on potential profit – let us make your business ready to act! At Insta-Answer, we provide 24/7 dispatching for plumbers and HVAC companies for as little as $3/day. Don’t miss another opportunity because your in-house receptionist was on lunch or went home for the day. Please contact us or give us a call today at 877-631-9711 to find out how we can develop a call management strategy to complement your business.

Picture of Steve Samuels

Steve Samuels

A respected contact-service executive and thought-leader, Insta Answer CEO Steve Samuels has over 30 years experience in the industry. Steve posts his insights here on our blog weekly (and sometimes more.)

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