How Long Customers Wait Before Calling the Next Company
You thought you had time to call back. You didn't. Here's how fast customers move on.
How Long Customers Wait Before Calling the Next Company
You missed the call at 2pm. Called back at 4pm.
"Oh, we already got someone. Thanks though."
Two hours. That's all it took.
Response Windows
| Issue Type | Wait Time |
|---|---|
| Emergency | 5-15 min |
| Urgent | 30-60 min |
| Standard | 2-4 hours |
| Quote request | 24-48 hours |
The "Multiple Company" Behavior
Customers call 2-3 companies. Book with whoever answers first. Stop shopping.
2:00 PM: Calls Company A. Voicemail.
2:02 PM: Calls Company B. Voicemail.
2:04 PM: Calls Company C. Answers. Books.
3:30 PM: Company A calls back. "Sorry, already booked someone."
6 minutes. Done.
Why Customers Don't Wait
- Anxiety from the problem
- Abundant options on Google
- Decision fatigue
- Momentum once they start calling
The Practical Strategy
- Phone calls → Answer live or AI answers
- Emergency requests → Call within 15 minutes
- New leads → Respond within 1 hour
- Never let anything go 24+ hours
Get there first.
Frequently Asked Questions
Average time before they call someone else?
Urgent: 5-10 minutes. Non-urgent: 30-60 minutes. After 24 hours, most have decided.
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