Tree trimmer Marv Burley began using an answering service several years ago, so that he could spend more time in the field and less time in the office. As his business has grown, he has added several functions to his basic service. Last month, that proved to be a valuable decision.

Marv’s business, Burley Tree Service, works closely with two local utility companies, trimming branches and trees that grow too close to power lines. Most often, the calls are routine, trimming shelterbelt or boulevard trees that have simply grown too tall. Sometimes, the calls are emergencies generated by powerful storms. The telephone reception service has allowed Marv and his employees to answer them all, day or night.

Recently, Marv was doing a spot-check of a team working on a large job in a residential neighborhood, when an urgent text message was displayed on his cellular phone. The skies were clear and there was only a gentle breeze, so Marv was puzzled.

He called the number displayed and found himself speaking to a frantic employee of one of the utility companies he regularly worked with. “Marv, I really screwed up,” said Paul Johnson. “I scheduled your crew to remove a tree line on a commercial property. They were only supposed to trim the trees. They’ve already cut down a 30 footer. The property owner is furious!”

 “Did he talk to my guys?” Marv asked.

 “No, he’s out of town. His secretary saw what was happening and called him. Then, he called our office. You’ve got to stop the crew before they cut more down. I don’t know how we’re going to fix this.”

 “I’m on it. I’ll call you back.” Marv hung up and got busy.

He contacted his crew by radio. The order was changed from removal to trimming. Paul then contacted a nearby nursery and ordered a 20 foot green ash to replace the one that was destroyed. He went to the jobsite, waiting for the nursery to arrive with the replacement and personally supervised the planting.

By the time it was all over, the utility lost $600 on the cost of the replacement tree, but saved thousands on additional replacements or a possible lawsuit. The tree line was saved and the property owner was irritated, but satisfied.

 “There is no way that we could be this responsive if we just used voice mail or an answering machine. The whole job could have been completed done before I checked my messages,” said Marv. “I’ve built my business on relationships. If I let Paul down, we’d eventually lose his business, even though this incident wasn’t our fault. He knows he can count on us to do what needs to be done.”

Learn more about telephone answering services and discover how the might be able to help you.