The business
Ryans Turf grows turf and sells firewood and landscape supplies from their farm at Coolangatta, on the NSW south coast. Most of the team's day is spent cutting, loading and delivering, not sitting next to a phone.
The problem
When the office is busy or everyone's out in the paddock, the phone rings out. Some callers leave a message. Most don't. They ring the next turf farm on Google.
Ryans didn't want to change how they answer the phone. They wanted the calls they miss caught, so nothing walks out the door.
What we set up
Their main number rings the team as normal. If nobody picks up, it forwards to Alex, their Auxily receptionist. So every call Alex takes is one that would otherwise have been missed.
We trained Alex on their varieties, prices, delivery areas, firewood and landscape supplies. Alex takes the order, gives a price when asked, and emails the full details to their sales inbox straight after every call. Choosing a variety stays with the team, because that's how Ryans like to run it.
What the 35 leads wanted
Soil and mulch turned out to be a bigger share than expected, so Alex now handles those enquiries too.
A few of the calls that would have gone to voicemail
Wanted a supply and install quote for a sports field in Shellharbour, around 25,000 square metres, and asked about a buffalo alternative. Details captured and sent straight to the team for a callback.
Asked for a price on 9,000 square metres of turf in large rolls, delivered to a local high school. Alex gave the per square metre prices on the spot.
Ordered 350 square metres of turf for delivery the following Monday. Order details in the sales inbox before the team was back at the office.
"Matt took the time to understand how we actually run things. It knows how to take a turf order, what variety, how much, where it's headed. He's sorted a real headache for us."Peta D, Ryans Turf, Coolangatta NSW
What it shows
Missed calls aren't an after-hours problem. Every single call Alex took at Ryans came in on a weekday between 7am and 5pm. They're the calls that come in while you're busy doing the work.
And they're worth answering. More than four in ten were someone trying to buy something, including a sports field and a school job.
How many callsare you missing?
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