How do I test what my customers hear when they ring after hours?

Published 8 November 20263 minute read

By Greg Hamlyn. Part of our guide to Response.

The short answer

Ring your own business number after hours, from a phone your business doesn't know, and listen like a customer. Then check what happens after the call: the message they get, and how long until someone gets back to them.

Most owners have never rung their own business at night. They know what's meant to happen. They don't know what does happen. Five minutes tonight will tell you.

Why test it now

The Bureau of Meteorology says Queensland's severe weather season runs from October to April, "bringing a heightened risk of storms, cyclones and floods". From October to December, the east coast, including southern Queensland, has the highest risk of severe thunderstorms.

Storms don't wait for business hours. Neither do the people who need help after one.

Want a second set of eyes on how your business looks to a new customer? Get your Free 3R check.

Make the test call

Use a phone your business won't recognise. A partner's or a friend's mobile works.
Ring after hours on a weeknight. Then again on a weekend.
Ring the number on your Google profile, not the one you think people use. If calls forward to a mobile or an answering service after office hours, check the forwarding works.
Pretend you've got a real problem. Listen to every second.

What to listen for

Does it say your business name, so they know they've got the right place?
Does it say when someone will call back?
Does it say what to do if it's urgent?
Can they leave a message, or is the voicemail box full?
Does it sound like a business that's still trading?

Then check what happens after the call

This is where we got caught ourselves. Someone rang our number at about quarter to 11 one night. Nobody answered. Our system sent an automatic "sorry I missed your call" text.

They wrote back: "AI is asleep and your automation is terrible."

It was our fault. We needed to have a look at that automation. An automatic text is only as good as the words in it and what happens next.

So after your test call, check: did a text come? Did it make sense? When did a real person get back to you?

Test your answering service too

If you pay an answering service or a virtual receptionist to answer for you, ring them as well. I once asked an electrician who used a 1300 answering service: when was the last time you rang them? Let's ring them twice.

You're paying for it, so hear what your customers hear. Did they get the enquiry right? Did the message reach you?

Write down what you found, and fix one thing

Write down what you heard and how long it took to get a call back. Then fix the worst thing first. Often it's the voicemail message. See What happens when a customer's call goes to voicemail?

Do the test again in a month. The options for answering after hours are on our Response page.

What this means for your business

Ring your own number after hours from a phone your business doesn't know.
Listen for your name, when you'll call back, and what to do if it's urgent.
Check the text that goes out after a missed call, and how long until a real reply.
Test any answering service you pay for, too.

About the author

Greg Hamlyn

Greg Hamlyn started out on the tools. He and his late wife Wendy then built their first business from $200,000 a year to well over $1 million in the first year, with no extra mechanics. He has been working with business owners since 2003. He co-founded OfficeStaff with Nick Lock to help Australian service businesses get more reviews, answer every customer and show up on Google. He will tell you if you are not a fit. Based on the Gold Coast.

Who publishes this: OfficeStaff.ai helps local businesses get found on Google, trusted through reviews and booked through their website and past customers.

Frequently asked questions

How do I test my business phone after hours?

Ring your own number after hours from a phone your business won't recognise. Listen like a customer, then check what text or call-back you get.

What should my after-hours message say?

Your business name, when you'll call back, and what to do if it's urgent. Make sure people can leave a message.

How often should I test it?

Once a month, and again whenever you change your phone setup.

Should I test my answering service?

Yes. If you pay someone to answer, ring them yourself and hear what your customers hear.

Should I use voicemail, an answering service or an AI receptionist after hours?

It depends on how many calls you get after hours and how urgent they are. Whatever you use, test it the same way: ring it and hear what a customer hears.