Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Customer Service Horror Stories: Spooky Results from Missing Calls - A Better Answer - Blog

Customer Service Horror Stories: Spooky Results from Missing Calls

One of the best ways you can ensure your customers feel taken care of is answering the phone when they call. When you don’t do this, your customers will get upset and can leave you for your competitors who are there for them. The simple act of picking up the phone might not just make a happy customer, but could save your business from being taken over by brand snatchers. Take this as a cautionary tale, for spooky things might happen when you let the phone ring.

Steve Hale was an unassuming man with a nice business. He was kind to his customers, and they loved working with him. He had a roofing company called Hale Protection Roofers, and his business was booming. He had techs that drove cars running bids and crews in trucks. His office was bustling with a team of employees that he had known for years. They were busy.

Steve was never a superstitious man, but maybe he should have been. As he got busier, the phones started ringing. Then on one unfortunate day, it hailed from midnight to midnight, and the phone rang every minute. Steve’s roofs were good, but not that good. He knew he would need to start working on repairs. Steve’s phones were already ringing as the office opened, yet his techs were busy evaluating houses near the office and spreading outward, the construction crew was busy working on houses. Steve’s staff was overwhelmed, and yet they let the phones ring, he sent every available worker out into the field to help. Leaving customers wondering for days what would happen to their homes.

The next morning Steve was driving into work, and he saw one of his techs out evaluating a home, but his name was no longer on the truck. He waved, and the tech stared blankly at him, unrecognizing the man he’d known for a decade. Before long Steve reached the office. As he walked in, he greeted some of his crew as they got ready to go repair a roof and they walked right by him.

Steve thought maybe they didn’t notice him; they must have pulled a long shift. The day went on and everything went on as normal, yet the phones weren’t ringing.

The next day would be eye-opening for the man who let the phones ring. He tossed and turned all night, dreaming that the people he had been working with were almost not the same people. It was almost as if they had been replaced. He woke in a cold sweat and decided to head into the office.

He walked in the door and the usual bustle in the office stopped. Matt, his receptionist of years walked up and said, “Sir, can we help you find something? We are a little busy getting repair crews out to damaged homes, but we’ll be able to get with you in about ten minutes.”

“Matt! It’s me, Steve! How can you not remember me?” wailed Steve.

“I’m sorry sir, I’m so terribly sorry, have you been a customer with us before? Normally we try to remember every customer. Let me make it up to you.”

“This is MY company! Hale Protection Roofi…” Steve cut off as he looked at the sign.

It read All Weather Roofing. This wasn’t right, All Weather was his largest competitor. Steve knew this, but no one remembered him. As he screamed and ran through the office, tearing at everything he could, he found nothing. His office was different. His staff was the same.

You see, Steve had been brand snatched. By ignoring his customer service, he had let too many customers down and they turned to his competitor for help. Steve wanted to help them, but only had so much staff after an emergency. Since he sent his entire team on a repair mission, there wasn’t anyone available to answer the calls. His customers grew frustrated at first, then they worried. They decided to explore their options.

Don’t let your customers get brand snatched by ignoring customer service. It might seem easy to cut when the chips are down, but you need to act to keep customers happy. Just as Matt did, you should explain why your staff is busy and when they could help. That can go a long way when people can wait. Even if they may have to wait days for a roof repair, they probably expect that after a massive hailstorm.


Publish Date: October 30, 2018

2023 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

View more from A Better Answer

Recent Blog Posts:
5 Thoughts You Need To Stop Ignoring When It Comes to Customer ServiceAugust 19, 2021
How To Provide 24/7 Customer Service Without Working Around the ClockJuly 22, 2021
How AI Is Changing the Customer Service SpaceJune 28, 2021
Virtual Assistant vs. Answering Service: Which Is Right for You?June 22, 2021
6 Most Common Call Center Myths DebunkedJune 21, 2021
Live Chat vs. Phone Support: Choosing the Right One for Your BusinessJune 21, 2021
Tips To Help Improve Your Company’s First Call ResolutionMay 30, 2021
The Importance of Stellar Customer Service for E-Commerce BusinessesMay 25, 2021
Growing a Business: Automated Messages vs. Hiring an Answering ServiceMay 21, 2021
5 Benefits of Using an Answering Service for Educational FacilitiesMay 20, 2021

About us - in 60 seconds!

Submit Event

Upcoming Events

Europe's leading call & contact center event is now arriving at the U.S., showcasing the latest and most effective technologies, strategies and advancements to industry professionals who are looking to excel in the customer engagement world!

Disco... Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =