Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

One Missed Call Cost Us $20,000 😱📞

18 Jun 2025

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Short monologue warning about the business risk of mishandled customer-service calls: missed or slow call-backs can let prospects go to competitors, producing large losses (speaker cites a real example where a customer spent $20,000 with a competitor and states a call's value can be up to $25,000).

It's so important to get this right, because the value of a call could be $25,000. Yeah. So just to get rid of all your CSRs and say, all right, any. I can do this. No, no, no. I've had it. Where a CSR has missed the call, it gets picked up by the answering service. We don't end up getting a chance to call that customer back quick enough. They use our competition. I know our competition. We talk about it later. It comes up that the customer spent $20,000 with the competition. That's real. That. That has happened before. Yeah.