How to Respond to a Missed Call by Text for Local Service Businesses

Whether you fix pipes, clean pools, or mow lawns, keeping in touch with your customers helps build trust and keeps them coming back. But it’s inevitable—every once in a while, you will miss a call and it’s okay!

That’s where texting comes in handy!

Texting is a quick and easy way to stay connected with customers, even if you can’t pick up the phone right away. In this article, we’ll talk about why SMS messaging is so important for businesses like yours and how to respond to a missed call by text.

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The Importance of SMS Texts as a Customer Communication Channel

SMS marketing is like sending little notes that customers can’t resist opening. Unlike emails that often get lost in an inbox, text messages have sky-high open and read rates compared to emails. Why, you may ask? Text messages make communication super easy, and your customers are getting fewer text messages from businesses than emails.

Customers love the convenience of SMS texts. They don’t have to wait around for a lengthy email response or play phone tag with a busy business owner. With a quick text reply on their phone, they know you’re there and ready to help.

But it’s not just about convenience; it’s about building trust. When you reach out to customers promptly and personally through text, it shows you’re reliable and on the ball. It’s like saying, “Hey, we’ve got your back, and we’re here for you.” And that kind of reassurance goes a long way toward building a strong bond between businesses and their customers.

3 Best Practices for Responding to Missed Calls by Text

Today, customers demand instant answers, and when they can’t hear from you, they can easily turn to someone else. Don’t make a missed call a missed opportunity. Here are three best practices for responding to a missed customer call:

1. Be Prompt

A quick response shows customers that their business matters. Even if you couldn’t pick up the call, reaching out promptly via text lets them know you’re attentive and ready to assist.

Pro tip: Safety first! If your job requires you to drive frequently, try setting your phone up to automatically reply to calls or text messages for you, letting folks know you are in transit and will get back to them as soon as possible.

Here are the set-up processes:

2. Keep It Personal

While professionalism is key, don’t forget the personal touch. Address customers by name and tailor your message to their specific inquiries or concerns. It shows that you care and value their individual needs.

3. Stay Clear and Concise

When it comes to texting, brevity is king. Keep your messages clear and to the point to avoid any confusion. Provide relevant information or instructions in a straightforward way (perhaps even in a link), making it easy for customers to understand and respond if needed.

And don’t be afraid to use a few common acronyms: BRB (be right back), TBD (to be determined), ATM (at the moment), ASAP (as soon as possible), ETA (estimated time of arrival), so on and so forth.

Examples and Templates for Professional Text Responses

When a business misses a call from a customer, it’s a good idea to respond promptly and professionally to maintain a good client relationship. Here are some helpful templates to help you with that:

Immediate Acknowledgement Template

Use this template when you want to immediately acknowledge the missed call and express appreciation for the customer’s interest. It reassures the customer that their inquiry is valued and prompts them to provide more information about their needs.


“Hello [Customer Name], this is [Your Name/Position] from [Business Name]. We missed your call but are here to help! How can we assist you today?”

Appointment Rescheduling Template

If a missed call is regarding an appointment, this template comes in handy. It apologizes for missing the call and offers the customer the opportunity to reschedule their appointment at their convenience.


“Hi [Customer Name], we’re sorry we couldn’t answer your call. Would you like to reschedule your appointment? Please let us know a convenient time for you or click this link to open our appointment scheduler: [LINK]”

Service Inquiry Response Template

When a customer reaches out to inquire about services, this template can be used to thank them for their interest and request further details about their requirements. It sets the stage for a more personalized conversation about the services offered.


“Thank you for reaching out to [Business Name], [Customer Name]. We’re here to help! Could you please provide more details about the services you’re interested in?”

General Inquiry Response Template

For general inquiries or questions, this template serves as a friendly acknowledgment of the missed call and invites the customer to provide more information about their query. It demonstrates responsiveness and willingness to assist the customer with their needs.


“Hi [Customer Name], thank you for calling [Business Name]. We’re here to answer any questions you have. What information can we provide to help you today?”

Integrating SMS Texts Into Your Business Operations

Let’s be honest, owning and running a business is no cakewalk, and in many cases, it is a 24/7 commitment. Using SMS messages when you’re tied up can maintain that important connection with your customers when you are not able to answer a phone call. Here are some simple ways to make it part of your day-to-day operations:

1. Remind People About Appointments

Send a quick text to remind customers about their upcoming appointments. It helps cut down on no-shows and keeps things running smoothly.

2. Keep Customers Updated on Orders

Send texts to let customers know where their orders are—like when they’ve been shipped or are out for delivery. It helps keep them in the loop and reduces questions about their orders.

3. Offer Support by Text

Give customers an easy way to get help by setting up a special number they can text with their questions or concerns. Quick responses can solve issues quickly and keep customers happy.

4. Send Out Special Deals

Text customers with limited-time offers or discounts. It’s a great way to grab their attention and bring them back for more.

5. Ask for Feedback

Send out surveys or review requests by text to find out what customers think about your products or services. Their feedback can help you improve and boost your reputation all at the same time, killing two birds with one stone.

Make sure you use a good platform to manage all your texts. Look for one that lets you schedule messages, organize contacts, and follow the rules about texting customers.

With the right tools, texting can be an easy and effective way to stay connected with your customers.

Leveraging Broadly’s SMS Campaigns for Enhanced Customer Communication

Here at Broadly, we know how important it is for you to stay connected with your customers. That’s why we offer SMS campaign features designed to help small local service businesses like yours. Here’s how our platform can make a difference:

Automated Responses to Missed Calls

With Broadly’s SMS campaigns, you can set up automatic replies to missed calls. This means that even if you can’t answer a call right away, your customers will still get a quick response. It saves you time and ensures your customers always feel taken care of.

Efficient and Professional Communication

Using Broadly, you can streamline your communication and keep it professional. You can send personalized messages to customers about appointments, orders, missed payments, or even special deals. It’s a great way to make sure your customers are always in the loop.

Real-Life Success Stories

Lots of businesses like yours have seen big improvements in their customer service with Broadly’s SMS campaigns. From reducing missed appointments to boosting customer loyalty, our platform has helped all kinds of businesses thrive.

But don’t just take our word for it—see what Rod and Patricia at Besa Quality Auto Care had to say about us:

With Broadly’s SMS campaigns, you can make sure you’re always there for your customers. Designed with local businesses in mind, Broadly is an easy way to build stronger relationships and keep your business growing.

Build Better Communication with Your Customers with Broadly

Leveraging SMS campaigns can be a lifesaver for small local service businesses. By responding to missed calls promptly and professionally through text messages, businesses can strengthen customer relationships and increase loyalty and satisfaction.

If you’re interested in learning more about how Broadly’s SMS campaigns can benefit your business, we invite you to reach out to us for a demo or more information. Our platform is designed to help businesses like yours streamline communication and improve customer satisfaction.

Remember, every missed call is an opportunity to engage with your customers and show them that you value their business. With Broadly’s professional SMS campaign features, you can ensure that no opportunity is missed and that your customers receive the attention they deserve.

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