Why the caller does not wait
Someone with a problem wants it sorted now. If you do not answer, they ring the next name on Google. By the time you ring back, they have often booked someone else.
The three parts of the cost
- The job itself. The easy part to count.
- The repeat work. A customer you serve well rings you again next time.
- The referral. Happy customers tell neighbours, family and the local Facebook group.
A simple example
Say you miss ten calls a month and three were new work. At a £300 average job, that is £900 a month, before you count the repeat work or the referrals. Over a year it is more than £10,000.
The fix does not need to be clever. It needs someone to answer every time.