Returning Phone Calls

[troblandscape]

In the years past I had a 48 Hour rule, just because when I am out working a long day, the last thing I feel like doing is making calls when I get home As I think about what I can do to improve for this season I am going to try to take the call as it comes in instead of letting the machine pickup. I will have my calls fowarded to my cell.

What do you do?

[tiedeman]

This is what I do:

1st: I give my customers all of the numbers and emails where they can reach me at

2nd: I have my secretary answer the phone when possible

3rd: When we take a lunch break I come back to the office and see if I have to return any calls, which I do so at that time before I head back out

4th: I will call into the office usually about 3 times a day to check and see if anyone has called that I have to call back immediately

Finally: I return phone calls within 24 hours. Customers don't like to be left in the dark.

[Popsicle]

As a solo operator, my cell is my main phone and it's always on me. If I can hear or feel (vibration) it ring and I'm not running a mower or trimmer, I'll answer it. I always keep a little spiral binder in my back pocket to take information.

;)

[grshppr]

Usually my wife is in the office and answers the phone. If she knows I am in the area, she calls me on the radio and I deal with the call as soon as I can. Other times I have my office # call forwarded to my cell. I check it 3 times a day and deal with most estimates/other calls on the way home. Any calls that come in after 5:30 pm I usually leave for the next day. After a long day I don't feel like taking any more calls.

[Equipguy]

We respond to the call the same day. Most of our customers are commercial accounts so we make every effort to provide prompt service.

[Gravely_Man]

I have my cell number on my business line so a customer can get a hold of me immediately. I return all calls the day they were left for me.


Gravely_Man

[Fantasy Lawns]

Call forward to the Cell ... ALL calls returned SAME Day

2 Years ago ... I had it set up with all calls going to the shop n if some-one was there or even the machine picks up n I check in couple times day ....

Just so happens I'm in the shop Saturday doing some work on personal stuff (not work related) n I check the machine from an earlier message in the AM ..... which is a commercial bid ..... I call back to get their machine .... leave message ..... later no return call so I call back 8AM Monday n the bid was already awarded ....bout a mid fiq 4 digit monthly income (town-home complex of 15 buildings)

So now I leave the cell on n catch most calls when they come in (except Sunday I don't do nothing work related Sunday) .... we do a large commercial storage across from that Town home community ... same company still does that job ....that was a sweet one to let get away

[LB Landscaping]

I am a solo op. I have my cell as my main phone, 95% of my customers know that to reach me the cell is the best way. I have a pager they can use for emergencies. I have some older customers (seniors) that just won't call it they think its long distance I guess. I can call my answering machine and retreive messages anytime I want I usually check it in between jobs. I try to return calls ASAP. I don't like to keep my customers or potential customers waiting.

[T. Matthews]

Hey there,

Most of my customers know how to reach me. I have 3 emails an office phone home phone and a cell phone as well as a pager. i 've told my customers if i don't return you message within 8 hrs consider me dead.

[kutnkru]

I leave the cell right in the ahsetray (dont smoke), and I can check msgs in between sites so that if a call needs to be returned asap I can probably get back to them w/in 20 mins of their call.

I think that if you let calls ride for more than THAT biz day as Steve said its easy to have opportunity pass you by!!

[Randy Scott]

I try to return them that day, or first thing the next morning. If they are that impatient, which some people are, I wouldn't be able to service them that quickly anyways. Some people think you are an "on-call" service so to speak. Not me, were usually booked pretty solid and to kiss the butt of someone that can't wait a day for (most likely) some piddly job, has no business interest to me.

[kppurn]

It's standard practice for me to return all phone calls the same day I recieve them. If it's longer than that, they have probably already made contact with someone else. Often the first to make contact will land the job, provided they can sell there service or product well. The potential customer may also feel as though you are not interested if you wait a couple of days to return their initial call.

[Nebraska]

n/m

[Nebraska]

We have made it a practice to answer the phone whenever possible during business hours. All call are returned promptly; within the hour or less. After hours calls are returned the first thing the following morning.

You'd be amazed at how many times I have been told "Are you the only Lawn and Landscape Company that answers the phone?" or "That was quick getting back to me."

...........First Impressions do count.........

[bob]

I try to return all phone calls with in 24 hours. Even if I'm calling to turn the job down.

[KenH]

Wow...some of you guys are nutty with your phones..... I return ALL calls at the end of the day, wife returns the "no more work calls within 24 hours." I dont own a cell phone, and cant even imagine taking calls during the day. I am not at my customers beckon call. I will return their calls when I get home from work.

If I didnt get a job because I wasnt the first to call back, I wouldnt want the job anyway. I dont work like that.

[gkell88]

I will not give out my cell # to customers. But we do try to answer at the office, and I'm REALLY trying to encourage e-mail which I think is the ideal method of customer communications. I do stick to the 24 hour rule for return calls.

[lawncare3]

I ONLY have a cell. I use that for every call I make plus, it has NO wires like those "phones"

I usually call them back by the end of the day or I turn off the equip and talk then. Prompt service= customers that appreciate me. I try to get back A.S.A.P. but, but, for those annoying customers that call me 5x a day I try to get back soon but, their usually the ones that get called last. I just don't like being pestered every 5 mins.

[Sean Adams]

People are certainly taking advantage of e-mail these days. I never relied solely on the cell because it is usually impossible to have a good conversation - noise, interruptions, etc...as long as people are called back in a timely manner, they are usually satisfied. But having someone there during regular business hours to answer the phone is ideal.

[BigJim]

Beauty of a very small territory is you can respond to a new job as soon as you finish the one your at.We try to answer all calls within 2 hours,if you get there straight away though you usually get the job.After 2 hours people have often phoned someone else.