By Jad Salman · · All guides
You can't be in two places at once. When you're soldering a joint or bleeding a system, you're not answering the phone, and you shouldn't have to. But the calls keep coming, and the ones you miss are often new customers who won't try twice.
Here are seven practical things you can do, starting with the free ones. Pick the ones that suit you. You don't need all of them.
1. Know When You Miss the Most Calls
Before fixing anything, look at your call log for the last couple of weeks. When are the missed calls happening? Lunchtime? Early morning? Saturdays? Once you see the pattern, you can plan around it. If most of your missed calls are between 8am and 9am while you're driving, that's a very different problem from missing calls at 9pm.
2. Set "Call Back Windows" and Stick to Them
It sounds obvious, but it works. Pick two or three short slots a day, like your tea break, lunch and just before you pack up, and use them only for returning missed calls. Put a reminder on your phone. The faster you ring back, the more likely the job is still there.
3. Use an Auto-Reply Text
Most smartphones can send an automatic text when you can't answer, particularly while driving. Something simple works well:
"Hi, sorry I missed you, I'm on a job. I'll ring you back as soon as I can. If it's urgent please text your address and the problem."
It shows the caller you're real and busy, and you might get the details by text before you even ring back.
4. Sort Out Your Voicemail Greeting
If you're relying on voicemail, at least make it work harder. Record a short, friendly greeting that tells people exactly what to leave: name, address with postcode, what's wrong and how urgent. For example:
"Hi, you've reached Dave at Harbour Plumbing. I'm probably on a job. Leave your name, address and postcode and what the problem is, and I'll call you back today. If you can smell gas, hang up and ring the National Gas Emergency line on 0800 111 999."
The gas line is real and important. You can check it on the National Gas website. Including it means nobody waits on you in a genuine emergency.
5. Make It Easy to Book Without Ringing
Some customers would rather not call at all. A simple contact form on your website, a WhatsApp Business account, or a "message us" button on your Google Business Profile gives them another way in. Just make sure you actually check these, because an ignored message is worse than a missed call.
6. Use Call Divert
Your mobile network lets you divert calls when you're busy, when you don't answer after a few rings, or when your phone is off. You can divert to a partner, an office, an answering service or an AI receptionist. Your customers still ring the same number they always have, and you can turn the divert off whenever you like. Search your network's help pages for "conditional call divert" to find the codes for your phone.
7. Let Something Answer for You
If you've tried the free fixes and you're still missing work, it might be time to hand the phone over during the day.
A human answering service is one option. They'll take a message in your business name, usually charged per call or per minute.
An AI receptionist is another. This is what Slotby does. With a divert set up, any call you don't pick up goes to Slotby, which:
- Tells the caller it's your AI assistant and that the call is recorded.
- Takes their name, number, address and postcode.
- Finds out what the problem is and how urgent it is.
- Checks they're within the distance you're happy to travel.
- Books them into a free slot in your Google Calendar and texts them to confirm.
- Or, if it's not a fit, texts you a proper message so you can ring back.
- Gives the right safety advice straight away if someone mentions a gas smell.
You stay in control. You choose your working days, your travel range and how far ahead people can book.
What Not to Do
- Don't answer while driving. No job is worth it.
- Don't let voicemail fill up. A full mailbox tells customers you've stopped trading.
- Don't pay for more leads until you can answer them. Spending on ads while missing calls is like filling a bath with the plug out.
Start Small
You don't need to change everything at once. Try the auto-reply text and a better voicemail greeting this week. See if it helps. If you're still losing jobs, look at a divert to an answering service or an AI receptionist.
If you want to try it yourself, ring our demo line on 07476 959334 and pretend to book a job. It takes about two minutes. And if you just want to talk it through, send an enquiry and I'll call you back, or email hello@slotby.co.uk. I'm a Seaford local and happy to help, whether you use Slotby or not.
Jad, Founder of Slotby
Further reading: AI receptionist for plumbers: a plain-English UK guide, how Slotby works for plumbers and plans and prices.