05/05/2018
Thanks to all of you recommending my services out in Facebook land!
Many have asked: Why don't I get a call back from "X (so and so)"? I will try to shine a light on this unfortunate, but often frequent, occurrence and expand on the overall concept of contractor availability (get ready to read):
// Let me preface by saying the JH Plumbing + Heat answering message states that I try to return customer messages within a 24 hour period, and I do my best to make this true. If you call or text (email can be a slower response), you should receive a reply from me! Consider my commentary here to be an exercise in "putting yourself in another's shoes" so-to-speak. I am not making excuses here either (for myself or others), only attempting to shed light on this issue. I DO NOT endorse the "no call back" policy. //
Most of the time "no call back" is a problem only for the owner/operator contractors out there who do not have call answering services, which is most of us in this area, so my comments are related to these types of contractors only. My first suggestion why this happens may be an obvious one:
We are so busy!
The first thing you could assume from a no call back is this: You left a message saying you want service "ASAP" and the contractor you called is too busy to help you, so they do not bother to stop what they are doing and have a chat on the phone, only to give bad news (conflict avoidance?). Most likely they are working for a customer at that very moment as well; would you want a contractor on the phone a lot while working for YOU?
Maybe you didn't say "ASAP", and maybe you even said something like "no hurry" (Bless you!), but guess what? We are not perfect beings and may actually forget about your call (sorry!). We are people too! One thing drives out another it seems sometimes, and at least for me, if I don't keep detailed notes and constant calendar updates, something goes missing! keep this in mind during my next suggestion for why there may be a missed call:
We are busy! (or lazy, maybe?).
Am I over-playing this "busy" issue? I don't think so. Here is a typical day for me as an example:
If a text or call hasn't woken me already, my alarm rings in the AM and then I get ready for the day and ignore any further calls/texts and/or emails until I'm ready for the workday (Or for existing good customers I may answer immediately). I then officially start the workday with any needed customer communication. I may even have to communicate with still more customers to move scheduled appointments due to cancelations or emergencies.
1st repair job: maybe the job is local, or maybe in Wilmington, VT. Maybe more calls/texts/emails come in while driving to or working on the job, especially if it is a Monday or Friday. (Do I answer or wait?)
Depending on how the first repair goes I am now either behind or early for my next appointment; if early, great! I now have time for returning texts/calls/emails!
2nd repair job now, maybe it is local again, or maybe in Keene, NH (that could be a 40-minute drive if you're keeping track). Is it already lunchtime? Do I work through lunch or stop what I am doing? (I usually try to eat while driving for needed job parts or while driving to the next job BTW).
A typical day for me is 3 or more service call repairs, and my appointment arrival time continues to shrink or grow as the day moves on, because I never really know if a repair will be typical or extra involved (for any number of reasons). And I will possibly receive more calls/texts/emails as the day continues (Lunch break calls from working folks are common).
So, by now it is nearing dinner time and I'm probably running late, but calls need to be made, so I've got to make time. Probably I call customers while driving home (hands-free of course), and hopefully I can remember any important information until I can safely operate pen and paper and/or my phone apps.
I may also try returning calls after getting home, but this is dangerous; Is it dinner time? Or kids have activities to get to? Or can I just sit for a minute? This is why I often return calls at all hours of the evening (but before 9PM). Now I have some "free" time? Ha, ha.
This ends a typical day.
For complete transparency I should add my day may also be just a couple half day jobs or one full day job, so less driving maybe, and maybe a calmer working environment for call or text taking. However, if I'm on a multi-day project imagine trying to schedule "small" repair jobs around finishing that in a timely manner!
Now, keep in mind "the typical work day" and add in all the other calls/texts and/or emails from friends, family and other (solicitors call ALL. THE. TIME.), as well as dealing with all the normal things in life that need attention as we go through each day. Health issues can be huge time-takers for example. Think about time for vehicle repairs, both personal and business. How do I keep working while I wait for repairs to be made? Etc. Etc.
And oh, the paperwork!! Banking, invoicing, bill paying (materials, advertising, gas/repairs, insurance, work clothes, tools, etc.), tax preparing, payment chasing, and on, and on, neverending! I have to make time for all of this, too!!
To sum up, you are pretty lucky if you call or text at a time that is "good" for a contractor to answer! (Plumbers do get covered in all kinds of substances too, so add being clean enough to handle a phone to the list).
What should you make of all of this? (I know, cry me a river! Most of us are this busy. I didn't say I was special!). Finding a good time to take/make replies isn't always easy. Just listening to messages often involves a complete stop of all other activities. When I do call back a customer I need to be ready to consult my calendar and take down information, and I never know when a customer is going to need an extended conversation about their issue.
When I am in the middle of working, and/or driving, when is it a good time for listening to messages and returning calls, texts and/or emails? Lunchtime? Dinnertime? After the physical labor is complete for the day? Or maybe the next morning? (and what time is too early?)
Now consider: are you the only person in the world wanting my attention when you call? Almost never, but I realize good customer service means you should feel that way, and I would like it to be that way, always. However, it can be a hard thing to completely deliver on my end. Sometimes the best I can do, if service cannot be timely, is just give your job my very best effort. That, I can do.
If you need after hours or priority work, perhaps you can see the reason for higher fees, it isn't just my inconvenience, it is often passed on to other customers! The extra time given to work cuts into other priorities as well, such as office time, family time, and household upkeep, to name a few.
I don't speak for every contractor, of course, and call/text and/or email priority will vary for every contractor on any given day, I'm sure. Most contractors appreciate being able to help people with their issues, but we are not a public service! You don't have a right to expect immediate or timely action, but I know I will do my best for you. If I am very busy, I understand my best available time may not be acceptable, and I know I can lose work because of it, but that is the job and sometimes unavoidable (you can't draw water from a rock). I can rarely be available for everyone right away! I do love it when it seems to work out that way.
How does knowing any of this help you? Understanding hopefully informs your expectations on service availability. It may be best to "deal with" your situation and wait for a known and trusted contractor, but there are options. Because we get cancelations or unexpected time "freed up" for various reasons, your usual contractor may not be available, but another one may be able to help you "ASAP". Realize that calling a couple different plumbers can be helpful if you need ASAP service, but please call back and let the other contractors know when you have another contractor coming. Double booking and/or no communication after a service request could get your number blacklisted (read between the lines: I've had to do it).
I actually try to leave extra time in my schedule for ASAP calls (as do other contractors), because I can always do office work if there are no "emergency" calls. Often my previously scheduled work runs long and takes up that time anyway.
Another word of warning concerning calling multiple contractors: it is much better to make a relationship with a contractor by continuing to use them every time. With a full and on-time payment history, you will grease the wheels for faster/better future service if it is at all possible. (I believe I have demonstrated why it isn't always possible to meet timely expectations).
You may even want to consider asking nicely in your request for service message: "please call and let me know if you are too busy", because if you say that, we assume you are understanding enough to hear the same and will be more likely to take the time to "call back" and give you the bad news (of our unavailability).
Finally, when you call a contractor, remember we are people too (I did say that before). We have good days and bad days. We have events outside our control or as a direct result of our actions, that affect our moods and tones and reasons for making, not making, or missing, or ignoring customer requests. I've even had some customers think they have called me, when, in fact, they haven't! People are people.
Contractor and customer should be meeting together to accomplish the same goal (so get on the same page!) and it is the beginning, or continuation, of a relationship. It may be quick, long enduring, or anything in-between, but it is a relationship that requires the same care as any other in your life if you want it to be positive. (know a tree by its fruit).
Thanks for reading. I hope you found some information worth considering for the next time you call a contractor.
JH
PS: Don't be one of those people that spread "out of business" rumors when you can't reach your contractor. This is our lively-hood! That is just beyond rude. I don't know if this has ever been done maliciously or is just by accident, but if you DO NOT KNOW that ABSOLUTELY for a CERTAIN FACT, do not even suggest it to another living soul! If you can't reach them, say you can't reach them, do not say "out of business". (Lives may be a stake!) Pass it on.
