Can't Reach Customer

Customer Not Answering?

Try this order:

  1. Call → Leave voicemail
  2. Send a text
  3. Wait 15-30 min, try again
  4. After 3 attempts → Close as "Unsuccessful Contact"

Step-by-Step: What to Do

Attempt 1: Call + Voicemail

  1. Call the customer
  2. No answer? Leave a voicemail:

"Hi, this is [Name] from [Company]. I'm calling about your [service] request. Please call us back at [number] or reply to this message. Thank you!"

  1. Send a follow-up text:

"Hi [Name], we tried calling about your service request. Please call us back or reply to this text. Thanks!"

  1. Add a note:

"Called at 2:15 PM, no answer. Left voicemail. Sent follow-up text."

Attempt 2: Try Again (15-30 min later)

  1. Call again
  2. Still no answer? Leave another voicemail (shorter this time)
  3. Add a note:

"2nd attempt at 2:45 PM. No answer, left voicemail."

Attempt 3: Final Try

  1. Call one more time
  2. No answer? Send a final text:

"Hi [Name], we've tried reaching you a few times about your service request. Please contact us when you're available."

  1. Add a note:

"3rd attempt at 3:15 PM. No answer. Sent final text."

After 3 Attempts: Close the Task

If you've tried 3 times with no response:

  1. Click "Resolve & Close"
  2. Select "Unsuccessful Contact"
  3. Your notes should show all 3 attempts

Example final note:

"Unable to reach customer after 3 attempts (2:15 PM, 2:45 PM, 3:15 PM). Left voicemails and sent texts. Closing as unsuccessful contact."

Alternative: Use "Waiting for Answer"

If you think the customer will call back:

  1. Click "Waiting for Answer"
  2. Task goes on hold
  3. When they respond, it comes back

Use this when:

  • Customer's voicemail says they'll call back
  • It's after business hours
  • You have reason to believe they'll respond

Check Before Closing

Before closing as "Unsuccessful Contact," make sure:

  • ✅ You tried at least 3 times
  • ✅ You left voicemails
  • ✅ You sent text or email
  • ✅ You waited reasonable time between attempts
  • ✅ You documented everything in notes

Quick Tips

  • ✅ Space out your attempts - Don't call 3 times in 5 minutes
  • ✅ Try different methods - Call, text, email
  • ✅ Check contact preferences - Some customers prefer text
  • ✅ Document everything - Notes protect you
  • ✅ Be patient - People are busy, give them time to respond