Missed Insurance Call

[ProView WR]

I was reading through the lynx agreements and was looking at the stuff that us as glass techs "agree" to follow. One of them states that we will have a knowledgeable staff member available during listed business hours for phone calls. As most of us run mobile services, I'd imagine you don't have a person answering the phone from an office regularly. I have my calls forwarded to my cell phone when I'm on the road, but with a cell phone there are areas with no service. Have any of you missed a call from the insurance company calling with a referral for a job? I am just curious if they just go on to calling the next glass shop or leave a message with a dispatch number or anything? I haven't had that happen, but I'm sure someone here has. What did they do if you weren't able to answer the call?

[gt_repair]

If the customer asks for your shop they will leave a message. not sure on the random call list.

[SGT]

Yes this has happened to me. As most of us are small mobile independant businesses, we rely on the cell phone and that comes with some loop holes in coverage. We might even be in a situation were you just cannot excuse yourself to answer the call. What I have experienced is if you do not answer the first call they(Lynx) will try again in a few minutes. After that they move down the list. I have also gotten back to the office and had a dispatch waiting for me on the fax(Lynx, Harmon). Safelite I have not had a call back or fax if I missed a call. Sometimes things are just beyond your control. Just do the best you can unless you can afford to hire staff to answer the phone.

[souchie]

I'am sure I have missed a few,but I don't like answering my cell when the caller does not display their number as most only display 0 or 00. Only to answer it, then it is someone trying to sell some bull----!

[GlassStarz]

Answer the Phone when it rings Check and Return any messages thats all you can do.
I have recieved several messages from networks I think its common practice

[ProView WR]

Great thanks for the replies. Just curious how much emphasis they put on being able to answer the phone the first time. I know it says in the agreement they can stop sending referrals if that happens, although I'm sure that would only happen in the event that you NEVER answered the phone when they call.

Thanks

[mrchip]

everything depends on the area and how many glass shops are available..if you don't answer the phone in 4 rings they will hang up and go on to the next shop...that is how it is in my area..customer is on hold and they want a glass shop to connect with customer..don't answer..no job..period..unless customer asks for you

[SGT]

Call it a coincidence but today, I recieved no call from lynx but found a dispatch on the fax when I got back to the office. To the best of my knowledge I had great cell signal today.

[mrchip]

I too have gotten a fax after hours but rare..I did get a call on sunday afternoon which was really rare....

[dgarza]

this happens to me at least 1 or 2 times a month. I hate it because they move on to the next shop for the referral. they never complain if i don't answer my phone but I sure do. I hate missing a free job! when I started 4 years ago they used to leave vms but now they don't. I just called safelight and lynx last month and asked them if I don't answer if they could dispatch it to me anyway, since i will accept any job in my area, and they said no. I think the only way they will dispatch it to you without you answering is if the customer requests you. O well!