Why advertise you're open 24/7?

Dear all,

As many of you know I'm usually skulking around the forums very late into the night and early morning. Through my trawling of the internet, I came across an interesting advert. It advertised 24 hour customer support, but as soon as I rang at 4am, it went to voicemail.

I will say this, the telephone answering service I use answers calls at all hours of day (I know because I do tend to check that someone answers the phone at 4.30am!) and this means I can advertise a near 24/7 service.

But if you're going to advertise "Open All Hours", why not actually provide some substance to that claim. I am a little annoyed and I won't use the company because I feel lied to. I'm a 24/7 person. I like companies that are the same, but I'd rather communication 9-5 Mon-Fri if that's all you can do. Just don't lie to me.

Do you advertise that you're open 24/7? And are you? If I called 2am on Sunday morning, would you (or someone in your name) answer the phone?

Could it not have been that they were on another call, away from the desk or even driving? All things taht happen during the day. 

Did you leave a voicemail to see when they rang you back?

But just because your phone is answered by a phone answering service (we use the same one, so certainly no ctiticism there) 24/7, doesnt make your service 24/7?

For example, if I rang at 4:30AM chances are it's because I have a serious problem with my laptop. How will your answering service be able to help them?

?

/salespitch

We provide a call out service for this reason ... as in - you get a serious call at 4.30am - we pester you or your engineers until you answer so the call is passed

/endsalespitch

hello

Do you run a biz where people might need you at 3 am ? I don't.
Certain existing clients require an emergency phone number they can call if a major incident shuts their IT system down and they really need urgent attention then and there. For that I maintain a separate mobile, the client pays a retainer for the privilege. 

Jon, I don't think you are a 24/7 person or biz. You might have unusual and changing work hours. Horses for courses.

?

I dont advertise I'm open 24/7 but I do promote that I'm available 24/7.

I have clients in China and the US so that means I need to make myself available for them during their working hours. So if telephone meetings are needed etc I will adjust my working hours around theirs. So like you Jon I can be found on the forums at stupid o'clock on a regular basis as well

Got a callback at 9.30am. Good, but I didn't place an order because I felt lied to. 

I'll give you that. I phrased that badly.

My point was just 24/7 should really be 24/7. I just prefer the honesty.

I do try and stress and emphasis the "near" 24/7. I'm up most of the day and night and if I'm not - the message taken will be texted to me and enter the system. It can then be taken from there and get the ball rolling on getting it fixed.

Hopefully.

Well at leat they returned the call.  I appreaciate the sentiment of the post though, I am quite clear that I can be contacted at any time provided I am awake but for best results the standard 9 to 5 is best.

if you offer your clients a 24/7 service how do you exceed their expectations of that?

I can remember when it was half day closing on a Wednesday....

......where's me tea