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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 5:00 AM

2021 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

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