By: Diana Herzan | January 12, 2017

Why don't people return my calls?

During the past 13 years I have literally had thousands of conversations with both consumers and contractors who have shared more than an earful of legitimate frustrations and complaints. Ironically, one frustration seems to ring true with both sets of people. It is that all too common complaint that “no one is returning my call!”

When you stop and think about it, these two “people groups” come together often and when they do, both groups stand a lot to gain when the relationships that form between them are positive. All service related projects or repairs are dependent somewhat on these relationships and weigh in part on the success and overall experiences for both parties of the project or repair. I thought it might be useful (and enlightening!) to present a little "perspective" on this commonplace complaint.   Both groups feel they fall victim to it, but do they realize the whole picture?  You ultimately decide who is worse at returning phone calls… and who can improve…. the contractor or the customer?  Or maybe a little bit of both?


Customers - I bet you have experienced this before!

You make a call to a company for service or information, leave a message, and no one calls you back.  Or, a company salesperson has been to your home and now you are waiting to receive their follow up estimate.  Nothing happens.  Or maybe the company is already doing work for you, problems arise, and you cannot get a call returned.  It makes you wonder!  Don’t they want your business?  Are they so busy they can afford not to return your call?  Is your job too small?  Do you live too far away?  Is the company bailing on you?  Is it you?  What?  Don’t you wonder how some of these businesses actually stay in business with that kind of conduct? 


The reality is that there are any numbers of reasons why they may not be returning your calls.  I have learned long ago that things are not always the way they seem.  Is it simply neglect or maybe put another way, an “exercise of poor judgment?”  The bigger reality is that there really is no excuse good enough to skip out on this piece of customer servicing.  Few reasons will make sense to a customer!  However, things do happen that prevent someone from calling back within a reasonable amount of time.  But, when they do, the right thing for a company to do is to call the customer as soon as they are able, apologize, explain the delay, and address the reason the customer had originally called.  Wouldn’t you be forgiving as a customer, if you were treated that way?  The answer, for the most part, is probably or just straight out YES. 


So, companies take heed to this reminder.  A simple return phone call can provide your customer with precisely the right kind of service experience they deserve and can also provide you with miles and miles of return, yourself.  After all, one of the primary things customers are looking for is an overall positive experience.  That’s great news for anyone in business because it translates to infinite opportunities to try to please.  Companies that miss the boat on treating every caller as a potential customer is missing much more than a boat.  Even for those customers whose jobs or projects may not be a fit, as a contractor, you stand so much to still win by treating them well.  It is no secret that you are much more likely to launch your possibilities with others they know than by squelching any hopes by missing this ever so important “customer touch point.”


Contractors…. How often does this happen with you?

Contractors scratch their heads, as well, over the fact that customers won’t return their phone calls, either!  As I stated in the beginning, I have had literally thousands of conversations with contractors and consumers who both feel frustrated about this same problem.  Contractors wonder, too, why customers won’t return their calls or emails.


Try putting yourself in a contractor’s shoes for a moment.  Their company receives a call from a customer inquiring about their services.  They ask for a quote on a home project.  The company sends out a knowledgeable salesperson who completes the quote, on time, professionally, and as requested.  The visit seems to have gone positively and felt very friendly.  A helpful exchange of information between the homeowner and the salesperson transpired.  When the salesperson left, he realized the couple would need to process and discuss the information they had just learned.


The salesperson also completely understands a customers’ need to get other bids and ponder over the information collected.  When he calls back to follow up, the homeowner won’t return the call.  When he turns to email as a second alternative, they won’t respond that way, either.  Perplexed himself, the contractor often doesn’t know if he should try again or if the homeowner decided not to hire him.  


Although there are clear exceptions, most contractors encounter this scenario often and do not want to become a pest to customers.  They only want to put closure to the process that was started, and certainly do hope to win your business.  Most contractors acknowledge they will win some and lose some, but it’s fair to let them know either way, so they can feel good about moving forward or moving on.  Perhaps the homeowner has not decided which company they will choose?  Or, maybe they have decided not to go with that company?  Even so, why not call him back?  It is very surprising how many consumers play the same game with the contractors that they complain about themselves.  


It is important to keep in mind that contractors and companies are simply doing their jobs. They are also people, like you and me.  Another reminder worth mentioning is that it costs the company money and time to come to your home and provide you with the information you have asked for.  When they call you to follow up, what they want to know is whether or not they will be able to do business with you, or if there is any other information you may still need.  That’s all.  A simple return call could save much time and agony on both ends.  It’s equally frustrating for the contractor who hopes to win your business, works hard to provide you with information that will help you make a comfortable decision, and then does not receive the respect of a return phone call.  On the flip side, it might help the contractor to understand a little perspective as to why this may be happening to them.

 A fair number of homeowners have told me they feel bad having to tell someone they chose another company; they don’t want to hurt their feelings, so ignoring them seemed easier.  Easier for who?  As a consumer, if you ever find yourself in that scenario in the future, I hope you will remember that the contractor who came to your home would much rather be told you chose another company than to be told nothing at all.  They can take it, trust me!  So homeowners, heed this message, too.  Whether you choose to hire, not to hire, postpone your project, or change your mind, all together, try and think of the contractor in terms of a professional and a person.  Treat them the same way you would want them to treat you. 


Want to share your good, bad, or indifferent story about this topic?  We want to hear from you.  Select stories may be posted anonymously on our website.  We value your stories and thank you, in advance, for taking time to share them with us. 

Category: Customer Service 

Tags: not returning phone calls 


Emmy sherif

Posted on : December 07, 2018

I recently came across your blog have been reading along. I thought I
would leave my first comment. I don't know what to say except that I
have enjoyed reading. Nice blog. I will keep visiting this blog very often.<br />
<a title="Assignment writing service"
writing service</a>
<br />

Chris Adams

Posted on : September 13, 2018

Let us consider the two factors, customers or contractors. Sometimes it
is not happened due to the mistakes by. So we can’t blame them blindly.
Instead of that, we have to sort out the exact reason to know who is
worse at returning calls. <a href=""></a>

h b

Posted on : June 04, 2018

good day, i discovered your weblog through Google at the same time as
looking for such kinda informative publish and your put up appears very
interesting for me. <a href="">Grammarly Price</a>

Mothers Day 2018

Posted on : May 04, 2018

I like this website so much it&#39;s awesome.I have also gone through
your other posts too, and they are also very much appreciate able, and
I&#39;m just waiting for your next update to come as I like all your posts.<br />
<br />
<br />
<a href="">Mothers
Day Images</a>
<br />
<a href="">Happy
Mothers Day Images</a>
<br />
<a href="">Mothers
Day Images 2018</a>
<br />
<a href="">Images Of
Mothers Day</a>
<br />
<a href="">Mothers Day Image</a>
<br />

jenifer craig

Posted on : May 04, 2018

A very interesting piece of blog you have here. Often there comes delays
in business or works just because people miss out on calls, either on
purpose or unintentionally. If you ask me i think its always the
customer who tends to miss out or does not return the call. It depends
on the phase of the service. Until the service begins, the customer
would be in thorough contact. It would probably be the contractors that
would not return calls at this phase. It all depends on the situation
and trust. <a
city tours</a>


Posted on : April 30, 2018

I also agree: The seller also fully understands the customers&#39; need
to get other bids and reflect on the information they collect. Oliver
Green Farias from <a
href="">Bonus inicial</a>
<br />


Posted on : March 30, 2018

The information you have posted is beneficial. The sites you have
referred was good. Thanks for sharing.<br />
<br />
Nice information, I believe that anyone who wants to know something
about this topic will like the post. I loved the reading blog.<br />
<a href="">What are
you supposed to eat on Good Friday</a>
<br />
<a href="">What is
the full meaning of Easter</a>
<br />
<a href="">What is
Easter really all about</a>
<br />

Robert William

Posted on : March 30, 2018

I think the recall depends on contractor.if they don&#39;t market their
products in a market the customer don&#39;t attract to those products or
something else .<br />
<a>Subaru Engines</a>
<br />

Merlin John

Posted on : March 20, 2018

Many times, I have experienced bad times waiting to receive the follow
up call from certain service providers but it is not common with other
good services. They will be having excuses for not providing call back
facilities to the customers and they have to clear them too.<br />
bus tours</a>
<br />


Posted on : March 18, 2018

This is great, unique and very informative post; I like it. thanks<br />
<br />
Hey There. I found your blog using MSN. This is a very well written
article. I’ll be sure to bookmark it and come back to read more of your
useful info. Thanks for the post. I’ll return.<br />
easter greetings in english</a>
<br />
easter greeting ecards</a>
<br />


Posted on : March 09, 2018

Just dropping a comment on how good the design of your site is, been
searching into making a blog similar to yours and might make mine
similar, did you hire a programmer or did you create it yourself?<br />
<a href="">Top 10
CBSE boarding school in Rajasthan</a>
<br />

Respondus Test Bank Network

Posted on : March 04, 2018

I like viewing web sites which comprehend the price of delivering the
excellent useful resource free of charge. I truly adored reading your
posting. Thank you! <a href="">Respondus
Test Bank Network</a>

academic writing

Posted on : February 20, 2018

This post is very simple to read and appreciate without leaving any
details out. Great work! <a href="">academic writing</a>


Posted on : February 17, 2018

The blog is really appreciable and i like to keep on visiting this site
once again that it would help me in further thanks for sharing the info.<br />
<a href="">Apple service
center Guwahati</a>


Posted on : December 19, 2017

I believe that it is the customers that are faced this problem a lot.
Most of the contractors won’t return them and even if the customer calls
them asking about anything particular, they will skip by telling that
they will call later. <br />
<a href="">fabric made in usa</a>

lionel john

Posted on : September 21, 2017

I think it is more about the type of contract or business we are working
with. Some of them need regular interaction with the contractors where
as some others don’t need much. But the case of not returning the calls
cannot be accepted. <a
href="">Pacific Die
Casting Company</a>

Post a Comment