What a missed call really costs a small business
When you are on a roof, under a sink or with a client, you cannot always answer the phone. But a new customer who reaches voicemail will often just call the next business on the list.
Missed calls are one of the easiest ways for a busy small business to lose work without noticing. This guide explains why they matter, how to work out what they might be costing you, and the practical steps you can take to catch more of those customers.
Why missed calls matter
Someone who calls you has already decided they need what you offer. They have found your number, perhaps from a leaflet, a van or a Google search. If they cannot reach you, that interest goes somewhere else.
Unlike an email or a web enquiry, a phone call often comes from someone who wants an answer now. A leaking pipe, a broken lock or a last minute booking will not wait. If the first number does not pick up, the caller simply tries the next one.
Work out what a missed call is worth to you
Think about your average job value, and how many calls from new customers you miss in a typical week. Multiply the two, and you get a rough idea of the work that could be slipping away. Even one or two missed jobs a month can add up over a year.
Here is an illustrative example. Say your average job is worth a few hundred pounds to you, and you miss two calls a week from people who never ring back. If only some of those callers would have booked, that is still several jobs a month going to someone else. Over a year, the total can be larger than you might expect.
Remember that the value is not only the first job. A customer who has a good experience may come back, recommend you to neighbours and leave a review. A missed call can mean losing all of that.
Where your calls come from
It helps to know which of your marketing brings in calls, so you know where missed calls hurt most.
Leaflets through local doors, such as a door to door leaflet distribution campaign.
Your Google Business Profile and local search results.
Your van, signs and word of mouth.
Your website and social media pages.
If you have just run a leaflet drop, expect more calls in the days that follow. That is exactly when a missed call is most costly, because you have paid to make the phone ring.
Simple ways to catch more calls
Record a clear voicemail message that says when you will call back.
Set aside times in the day to return calls.
Add a contact form or booking link to your website and Google Business Profile.
Reply to missed callers quickly, ideally within minutes.
Common mistakes
Using the default voicemail greeting, which tells the caller nothing.
Leaving callbacks until the evening, by which time the customer has booked elsewhere.
Not checking missed call lists between jobs.
Having different phone numbers on your leaflets, van and Google profile, which confuses people.
Assuming that people who do not leave a message were not serious.
A message you can send to missed callers
If you reply by text yourself, keep it short and friendly. For example:
"Hi, sorry I missed your call. I am on a job at the moment but will call you back as soon as I can. If it is easier, reply with what you need and I will get back to you."
Build a callback routine
A routine makes callbacks automatic rather than something you squeeze in when you remember. For example, you might check your phone at every break between jobs, return any missed calls from new numbers first, and keep a short note of who you have called back. If you work with a partner or a small team, agree who is responsible for callbacks each day so nobody assumes someone else has done it.
Missed call text back
Leaflet Media's missed call text back sends an automatic text to anyone whose call you miss, so they know you will get back to them and are less likely to ring someone else. We do not answer calls for you. You still return the call yourself, but the caller hears from you straight away rather than waiting.
Find out more on our missed call text back page.
Frequently asked questions
Does missed call text back answer my phone?
No. It does not answer calls. It sends an automatic text to people whose calls you miss, so they know you will get back to them.
How quickly should I return a missed call?
As soon as you reasonably can. The longer a caller waits, the more likely they are to contact someone else.
Is voicemail enough on its own?
A clear voicemail helps, but many people hang up without leaving a message. A quick reply from you makes it more likely they will wait for your call.
How do I know how many customers I am missing?
Look at your missed call list over a typical week and note how many numbers you do not recognise. You can also book our free check below.
Find out where you are losing customers
Not sure how quickly you reply? Book a free missed customer check. You might also want to look at quote follow up, which helps you win the jobs you have already quoted for.
Call 07525 722 427 or email Brighton@leaflet-media.co.uk.
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