And So It Flows Podcast
Podcast: The cost of missed calls
How missing calls can affect your business, your revenue, and your reputation.
As spring approaches, plumbing contractors across the country are preparing for one of their busiest seasons of the year. In this episode of And So It Flows, Kristen Bayles spoke with Jane Blanchard, head of brand and marketing at Service Forge, about a challenge many contractors underestimate: the true cost of missed calls.
Listen to the full episode
Blanchard explained that seasonal demand often catches small service businesses off guard. As temperatures rise, homeowners begin addressing issues they postponed over the winter—from frozen pipes and system failures to routine repairs and upgrades. At the same time, plumbing businesses are busy organizing teams, scheduling jobs, and preparing operations for the months ahead. When call volumes spike during this transition, unanswered phones can quickly translate into lost revenue and missed opportunities. “Every missed call is a missed job,” Blanchard noted, emphasizing that many customers will simply call the next company on their search results rather than leave a voicemail.
Changing consumer behavior has made the issue even more urgent. According to Blanchard, fewer customers today are willing to leave voicemails or wait for callbacks. If someone has already taken the step to search for a contractor and place a call, they typically expect a person to answer and help them book service immediately—especially during emergencies. After-hours and weekend calls often carry the highest urgency, she explained, as they frequently involve burst pipes, flooding, or other time-sensitive problems.
The financial impact of missed calls can add up quickly. Using industry averages, Blanchard shared that missing just two calls per day could translate to roughly $8,000 in lost monthly revenue—or about $90,000 annually—once potential booking rates and average job values are considered. Beyond the immediate loss of work, missed calls can also damage a company’s reputation if customers feel ignored during urgent situations.
To prepare for the busy season, Blanchard encouraged contractors to evaluate their call-handling processes before demand peaks. Simple steps—such as reviewing missed call logs, testing the booking process, ensuring intake questions are consistent, and identifying after-hours call volume—can reveal operational gaps. Strengthening communication within teams and ensuring scheduling systems are efficient can also prevent confusion and missed opportunities once jobs are booked.
For companies concerned about staffing costs, Blanchard suggested alternatives to hiring additional in-house employees. Professional answering services that specialize in home services can help capture overflow and after-hours calls while maintaining a human touch that customers prefer. In fact, she noted that recent survey data shows many callers would hang up immediately if greeted by AI rather than a live person.
Ultimately, the conversation highlighted a simple but critical lesson for plumbing businesses: when demand surges, answering the phone can make the difference between a thriving season and missed growth. By preparing call systems ahead of peak months, contractors can ensure that when homeowners reach out for help, someone is there to answer.
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