How many calls do small businesses miss?
A lot. In a 411 Locals study, small businesses answered only about 38% of calls. The other 62% went to voicemail or weren't picked up at all.
Why isn't voicemail enough?
Because many callers won't leave a message, especially for urgent jobs like a leak, a lockout, or a dead AC in July. They hang up and call someone else.
Even when they do leave one, you're calling back someone who may have already booked someone else.
How fast should I call back?
Within the hour at the latest, and sooner is better. A Harvard Business Review study of online sales leads found that companies that responded within an hour were nearly 7 times as likely to reach the right person for a real conversation as companies that waited longer.
What is missed-call text back?
It's a service that texts the caller a few seconds after you miss their call. The text says who you are and asks what they need, so they can answer by text while you finish the job.
A good one sounds like you:
Hi, this is Maria at Oak Street Plumbing. Sorry we missed you, we're on a job. What do you need help with? We'll call you back within the hour.
Do I need anything special to send automatic texts?
Yes, a registered number. US carriers require businesses that text from a regular 10-digit number to register first, a process called A2P 10DLC. Unregistered texts can be filtered, blocked, or charged extra, so ask any text-back provider whether registration is included.
Only text people who called you, and don't add them to a marketing list unless they agree to it.
What else cuts down on missed calls?
Keep your hours current, set regular callback times, and have someone else answer when you're busiest.
- Keep your hours up to date on Google and your website, so people call when you can pick up.
- Record a short voicemail greeting that says when you'll call back.
- Set two callback windows a day, like lunch and end of day, and stick to them.
- Forward calls to a teammate or an answering service during your busiest hours.