Research from the USA suggests that garages and dealerships are missing out on huge repair and service business potential because of poor telephone call handling. Two particular issues are doing the most damage, unanswered out of hours calls and over flow calls, where a call goes unanswered or to voicemail because the line is already busy.

One of the big issues is that in many instances voicemails from enquiring potential customers are simply ignored.

Recent research by DME Automotive found that some 70% of these missed callers are "swing loyalists" meaning if a business deals with their call effectively they are highly likely to become a customer.

It appears that many potential customers research their service needs out of normal business hours and rather than book or enquire online, will call the contact number regardless of the time. Having made a decision to act, these potential customers want to interact with another person when they make the call and a voicemail or call back message is a big turn off. Many will not bother to leave a message and if there is no return contact from a garage where as message is left, this potential customer is lost forever.

Of course being on call 24/7 is not always feasible or desirable, so garages are increasing turning to overflow call services, or call answering companies to provide a solution. These services have become far more cost effective in recent years and offer an effective means of stopping potential customers slipping through the net.