If you’re an ARM client, you’re paying us thousands of dollars every month to make your phone ring.
And yet, we still have clients making excuses about why they can’t answer the phone every time.
So today, it’s time for a little tough love.
I’m sharing this with you today because I care about you. Here at ARM, we’re a partner in your success, and we want you to achieve the freedom and income you’ve been longing for.
That’s why I’m going to shoot you straight…
Starting today, you no longer get a free pass for not answering the phone.
4 Ways Unanswered Calls Are Secretly Sabotaging Your Business
1. You’re throwing away WAY MORE money than you think you are.
Let’s assume 4 things:
- You’re spending $2,000 a month with ARM.
- You book 50% of your calls into appointments.
- Your average job is worth $200.
- You’re not answering 20% of your calls.
If these assumptions are accurate, that means you’re flushing $123 down the drain every time you let a call go to voicemail.
But that’s not all.
Not only are you wasting $123 for every missed call, but that translates to $2,460 every month.
And over the next 12 months, that adds up to $29,520.
Over 10 years, you’re throwing away $295,520.
Do I have your attention yet?
If you’re being honest with yourself right now, you’ll agree that unanswered calls really are eating away your profits and your future.
I’m not exaggerating when I say this could be your retirement fund you’re letting slip through your fingers.
But it gets even worse.
2. Losing a single job is one thing, but you’re also missing out on the lifetime value of that customer.
Each time you answer the phone, book the appointment and service the customer, you have an opportunity to create a lifelong customer.
Customers that would never think about calling another appliance repair company.
Customers that refer you to their friends and family.
Customers that leave you 5-star reviews on Google.
When you don’t answer the phone, you’re not only losing that job, but you’re losing the lifetime value of that customer, too.
Remember earlier when you thought I was inflating the numbers…?
You ain’t seen nothin’ yet!
What’s the lifetime value of one customer to your business, when you add up repeat business, referrals, and their online reviews?
Is the lifetime value $7,500? $5,000? Maybe $1,000?
Okay, now think about this: Every time you miss a call, it’s costing you that much.
Every single missed call from a potential new customer is costing you $1,000, $5,000, or even $7,500.
3. When you don’t answer the phone, you’re helping your competitors.
You’re not in business to support your competitors – you’re in business to crush them.
If you don’t answer your phone, the customer on the other end is going to hang up and call your competitor. Period. End of story.
They’re not gonna sit around waiting for you to call them back. Their appliance is broken, they’re aggravated, and they need immediate service – so they call your competition.
It was your marketing dollars that did the heavy lifting, but your competitor gets the win.
It’s like driving the ball down the field, getting inside the red zone, then throwing a pick six the other way. Not good.
4. If you’re not answering your calls from ARM, that means you’re probably letting other things slip in your business too.
A wise mentor once told me, “How you do one thing is how you do everything.”
If there’s inconsistency in one aspect of your business, and you’re making excuses for not answering your phone, it likely means there are similar problems in other parts of your business.
You could be letting other things slip too, like:
- Not keeping up with your inventory.
- Not following up with customers.
- Not following your sales process.
- Letting your truck stay dirty.
- Getting lazy with your appearance (clean cut, clean shirt, breath mint, etc.)
These might seem like little things, but they add up. A little excuse here, an excuse there, and pretty soon, you wake up and your business is a mess.
Make more money and have more freedom
Answering 100% of your calls is one of the things that separates real business owners from technicians in the appliance repair industry.
A real business owner doesn’t try to do everything himself. He doesn’t answer his own phone, because he knows he can hire someone who will do it better than he will. He leverages other people’s talent, gets out of his own way, and his business grows every single year.
I know that’s what you want.
If you’re the person who’s wearing all the hats in your business right now – if you’re answering the phone AND you’re out in the field AND you’re doing everything else in your company – you need to fire yourself immediately from phone duty.
If you need to hire someone, do it! A good CSR will pay for themselves immediately.
How can we help?
If you care about growing your business, and you know you need to do a better job answering the phone, but you just feel stuck, reach out to us. We’ll help you figure out what to do next.
Opportunity is calling every day. All you need to do is pick up the phone when it rings.