Crown Point answering service owners explain why every unanswered call can mean a lost job, and how to build a simple plan to stop it.
CROWN POINT, Ind. – November 7, 2026 – Great Lakes Communications, a women-owned answering service based in Crown Point, is featured in the latest Northwest Indiana Business Magazine. Co-owners Sherry Langdeau and Tabetha Alvarado authored the Professional Advice column “Missed service calls can mean missed jobs,” which offers home service businesses practical guidance on making sure no urgent call goes unanswered.
A broken air conditioner in July. A burst pipe during a cold snap. A basement taking on water at midnight. Home emergencies rarely arrive at a convenient time, and homeowners facing one will keep calling companies until someone picks up.
As Langdeau and Alvarado explain, the company that answers first is the one most likely to win the customer, along with the referrals and repeat service calls that follow.
What Missed Calls Really Cost
The article points to industry research showing how quickly opportunities slip away. According to Invoca’s 2026 home services lead conversion benchmarks, a homeowner who calls seven plumbing companies may reach a live person at only about four of them, and only one or two of those conversations may turn out to be a genuine lead.
The dollars add up fast. Angi estimates that professional plumbing services commonly run between $182 and $501, with most homeowners paying around $341. A plumbing company that misses just three real opportunities in one day could be leaving roughly $546 to $1,503 in work on the table, before counting repeat business, referrals or future maintenance.
Why Calls Get Missed
The issue is rarely a lack of effort. Home service teams are hands-on, often working in a crawl space or attic when the phone rings. Many owner-operators also handle administrative work and job-site duties at the same time. Limited staff, seasonal rushes, severe weather and after-hours calls make the challenge even harder.
A Simple Call Coverage Plan
The authors recommend that every home service business create a call coverage plan, tailored to its own operation, that addresses the following:
- Define “urgent.” Decide what qualifies as an emergency versus a routine request.
- Set the chain of command. Determine who gets notified when a potential customer calls.
- Standardize intake. Agree on the basic information to collect from every caller.
- Commit to a callback window. A prompt follow-up can still turn a missed call into a booked job.
- Plan for after-hours and in-the-field calls. Options include a virtual assistant, call-forwarding software or a live call-answering team, but the plan should be in place before it’s needed.
- Document and follow up. Establish how messages are recorded and acted on, and train everyone who handles calls.
About the Authors
Sherry Langdeau and Tabetha Alvarado co-own Great Lakes Communications, a women-owned answering service based in Crown Point. With more than 20 years of experience supporting businesses in Northwest Indiana, the greater Chicago area and beyond, the company provides live call answering, after-hours support and customer communication services for medical offices, home service businesses, property managers, professional service firms and other organizations.
About Northwest Indiana Business Magazine
Northwest Indiana Business Magazine is a regional business publication, an imprint of Linker Media Group, Inc. It covers the people, companies and issues shaping the local economy, including professional services, banking, health care, manufacturing, real estate, education and economic development. Readers can find the magazine in print and online, along with a regular business eNewsletter. Learn more at nwindianabusiness.com.
About Great Lakes Communications
Great Lakes Communications is a women-owned answering service headquartered in Crown Point, Indiana. The team helps businesses stay connected with customers around the clock through live call answering, after-hours coverage and communication support.