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Rich Henniger
grabbed his suitcase, wheeling away
from him on the airport's luggage carriage. A few hours earlier, he had left
Boston's famous seafood tradeshow filled with new ideas and enthusiasm.
Now, he was just tired.
As the owner of Neptune Atlantic, Rich specialized in
shipping fresh, frozen, and smoked seafood across the continental United
States within 48 hours from the time he received an order. After four
days away from his shop, Rich wanted to stop in on his way home. It was
late, but he wanted to skim over the orders that came and were processed in his
absence, as well as check his messages.
Outside, Rich ran through the sheeting rain and found
his car. About a mile from the shop, Rich paused as a jagged white arc
of lightning lit up the sky. As he neared his office, he saw that the
storm did more than light up the night. A shower of sparks was cascading
into the parking lot from the service area where the refrigeration
units' exterior panels were housed.
Rich did some quick calculations. The units that were
damaged contained an inventory of Swordfish, Yellowfin Tuna, and
Mahi-Mahi as well as Striped Bass, Flounder, Red Snapper, and Catfish.
The inventory value in those units usually fluctuated between $49,000
and $65,000.
Backing out, Rich drove around the building and entered
through the front door. The power was out throughout the store. He
carefully made
his way through the darkened store, groping for a phone book. From his
car, Rich called his local utility company, who promised to dispatch a
work unit immediately. Then, he called his usual refrigeration
contractor. The phone rang and rang, but nobody answered. He looked at
his watch and muttered.
Knowing that downed refrigeration units could cost him
tens of thousands of dollars in inventory, he hung up and dialed the
next contractor in the phone book, unfortunately with similar results. He
continues to dial one number after another but got answering machines on the first four calls
he made. After that, he was beginning to panic. He called the
next two contractors in the book and left frantic messages,
pleading for someone to call him back.
By the time he dialed the seventh contractor, he was so
busy rehearsing what he was going to say to the answering machine that
he forgot who he was calling and why. A person answered the
phone! Rich gathered his thoughts and explained his situation. He needed
service and he needed it fast. The receptionist at the answering service was calm, competent, and
efficient. She promised to dispatch an emergency crew immediately.
To Rich's surprise, the refrigeration crew arrived
before the utility crew. Within three hours, his units were
repaired and parts had been replaced. Neptune Atlantic would be shipping
fresh seafood throughout the county by the time the store opened at its
usual time.
As he signed the work order for the crew, he jotted a
quick note at the end: "Without your 24 hour service, I might not be in
business today. Thanks to you and your fine staff for preventing a
disaster for myself and my employees!"
Learn more about telephone
answering services and discover how they might be able to help you.
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