This story, relayed to me by a friend who used to repair white goods (Thanks Nick), clearly illustrates why all of us who cannot always answer our phones immediately, need a Customer Call Manager application.

The Problem (The Bad Scenario)

Mr Plumber is at a customers house.  He is on his hands and knees, head stuck in a cupboard, fixing the boiler.  A call comes in for him from a potential new customer.  Because he did not have the foresight to use Customer Call Manager and a Virtual Assistant to receive his calls, his mobile phone rings.  This attracts the family dog who immediately spots Mr Plumbers' nether region (which is sticking out of the cupboard), plants his nose firmly into Mr Plumbers nether region, and proceeds to sniff mightly.

Mr Plumber reaches around to try to get to the mobile phone in his back pocket.  The dog, thinking Mr Plumber is trying to make a fuss of him, proceeds to lick his hand.  Mr Plumber manages to diswade the dog from further licking and, with hand covered in dog slobber, manages to extract his mobile phone from his overalls.  The family dog returns to his inspection/sniffing of Mr Plumbers' nether region.

By now the mobile phone is also covered in dog slobber, slips from Mr Plumbers hand and slides under the boiler.  Using the large screwdriver Mr Plumber fixes all boilers with, he manages to flick the mobile phone from beneath the boiler.  He reaches for it and flips open the phone just as the caller hangs up.

The caller, annoyed at not being answered, does not bother to leave a message and immediately phones another plumber and gives them the job.

Mr Plumber is unhappy and now in a bad mood.  Not only was he disturbed whilst fixing the boiler, has been anally violated by the family dog but has also lost a new customer.

He should have used Customer Call Manager and retained a VA.

The Solution (The Good Scenario)

Mr Plumber is at a customers house.  He is on his hands and knees, head stuck in a cupboard, fixing the boiler.  A call comes in for him from a potential new customer.

Because he had the foresight to use Customer Call Manager and retain a VA to receive his calls, this phone call is answered, noted and the potential new client happy that his call is being dealt with.

When Mr Plumber has finished his current job, he logs into his Customer Call Manager, notes the requirements of his new client, books him in and orders the spare parts in preparation.  The automated CRM part of Customer Call Manager emails or texts the new customer, keeping him fully informed and exceedling happy.

Mr Plumber is also very happy.  He was not disturbed whilst fixing the boiler and has a new customer already booked in.

The Moral of this story

To keep your customer happy, sign up for a Customer Call Manager account.