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When Sam and his team weren’t in the office, they would let their calls go straight to voicemail.

“We figured we would be back after we respond to service calls and troubleshoot problems in different locations. But it turns out, we weren’t great at doing that,” Sam admits.

Sam and his team weren’t able to call back all of their potential clients who left their information on the company voicemail box. And most of the time, the ones they were able to call already got help from another company.

But a different problem occurs when Sam is in the office and is ready to pick up calls.

“I was in the middle of helping out an old client of ours and the call waiting flashed. I put him on hold, thinking that it would only be just a second, plus I knew he’d understand anyway,” Sam says.

“That second turned out to be a few minutes because the second caller had a complicated electrical circuit emergency. I lost an existing client because of that. I even called to apologize, but he decided to get help from a competitor,” Sam recounts.