NOTE: Revise/replace photos to reflect new branding

Somewhere in Texas, between Austin and Georgetown, there’s a grocery store with an oven that’s not heating properly. The manager, Monica, made a service call to ABC Food Equipment Service (made-up name), except that it was at 10:32 p.m. and there was no one answering her phone calls.

There goes another missed $1,300 work order.

So she had to look elsewhere and ended up calling their competitor, 24/7 Food Equipment Service. What’s different about them?

Well, they take service calls LIVE and around the clock without asking their staff to keep their lines open after hours. And by doing so, they scoop up ALL the after-hour work orders that others don’t bother to take. This translates to getting more work orders while keeping their techs and staff sane.

But it gets better.

Picking up service calls 24/7 makes their clients happier and more loyal. These customers spread the word in conventions... And dispute fewer invoices.

The result?

Profit Leak No.2—Unattended After-Hours Service Requests—is plugged shut. And with it, hundreds of thousands of dollars show up in their bank every month.

Now, some mid-market companies try to plug this leak with an answering machine… But then, their clients feel less valued, calls pile up, and there’s chaos every morning processing all the overdue requests.

Others ask their techs to keep their lines open and take calls after hours while they’re home.

But what if technicians hate this? Being interrupted during their “Netflix and chill” time burn these good techs out. It creates tension with their spouses and kids. Soon, there’s a revolving door of techs coming in and going out of the business.

After all, they are in high demand and can go out and get a job almost anywhere else.

So the question then is, how does one turn this profit leak into a
competitive advantage?

You can hear it from one of our client partners and industry pioneer
Rodger Smelcer.