The cost of slow responses in customer service
We built Breezy to help business owners respond t booking enquires faster. In this post we explain why that really matters to a businesses bottom line.
5 minute read
We built Breezy to help business owners respond t booking enquires faster. In this post we explain why that really matters to a businesses bottom line.
5 minute read
Most small business owners know the pain of unanswered emails, missed calls, or WhatsApp messages piling up. You mean to reply, but the day gets busy. The problem? Every hour you delay can cost you bookings, repeat customers, and even your reputation.
When a customer reaches out, they’re often in decision-making mode. They want to book the surf lesson, reserve the table, or confirm if you’re open on Sunday. If they don’t hear back quickly, they don’t wait around, they look elsewhere.
Research shows 78% of customers buy from the first business to respond. More than half expect replies in under an hour (yes, even for small businesses). A slow reply isn’t just “late”, it’s lost revenue.
The truth is, customer expectations have shifted. Services like Amazon Prime, Deliveroo, and Uber have trained us to expect instant answers and same-day results. This “always-on” culture means even small businesses are compared to the giants. It’s not always fair, but it is reality—and if you’re slower than the competition, you’ll lose customers who’ve grown used to speed.
Imagine you finally get back to someone after a few hours, but by then, they’ve booked with another provider. Even worse, they might leave a review saying “hard to get hold of.” It’s not that you don’t care, it’s that you’re stretched. But to the customer, slow equals unprofessional. In out world of immediacy and choice time is the most valuable commodity.
Slow responses create a knock-on effect:
Ironically, the slower you reply, the more time customer service eats up.
10 missed enquiries a week × average booking £50 = £500 lost. Over a year, that’s £26,000. For many small businesses, that’s the difference between surviving and thriving.
The good news? AI tools like Breezy mean you don’t need to be glued to your phone. Breezy connects to your booking system and replies instantly, whether it’s midnight, a rainy Tuesday, or peak season madness.
Breezy is used by businesses across the UK, Europe and America. Our mission is to ensure that all businesses, regardless of size, can take advantage of the AI revolution. We offer a free trial so you can see how your business can benefit from AI.
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