My name’s Mike Fox, and I’m the Regional Manager for Wayne Dalton. I cover five dealerships in Charlotte, Raleigh, Cincinnati, and Houston. I’ve been with AnswerConnect for about 4.5 years, and they’ve become a huge part of how we serve our customers.
At Wayne Dalton, we pride ourselves on being customer-centric. I love working with people, building relationships, and solving problems; it’s kind of my superpower. But before AnswerConnect, that was a lot harder to pull off.
The problem with voicemail
Back then, we were relying on voicemail. I’d walk into the office every morning with a stack of missed calls and messages. The problem? By the time I got back to people, it was often too late.
- Leads had hung up and gone elsewhere.
- Customers were frustrated.
- And honestly, we were missing out on both revenue and the 5-star experience we’re known for.
It didn’t sit right with me. I knew we could do better.
Why I turned to AnswerConnect
One of our Wayne Dalton dealerships in San Diego had already started using AnswerConnect and the feedback was glowing. I figured, why not give it a try?
A live voice every time
The best part? With AnswerConnect, there’s always a real, live person answering our phones. Customers don’t get sent to voicemail anymore. Whether it’s during business hours or after, someone is always there.
And that’s critical because, let’s be honest, garage doors don’t break between 9 and 4. They break at 6 p.m. when people get home from work or 9 p.m. after the kids’ football practice. Now, instead of missing those calls, we’re able to show up for the customer when they need us most.
Handling complaints with empathy
Another thing I’ve loved is how AnswerConnect handles tough situations. When a customer has a complaint, their receptionists show real empathy and professionalism. They listen, they care, and they know when to loop me in.
That balance means problems get solved quickly, customers feel heard, and we keep those valuable relationships intact. Without that, we’d risk losing them.
Peace of mind in emergencies
Multiple times, the alarm has gone off overnight at one of our facilities. AnswerConnect called me right away, kept me informed, and even connected me with the police on site.
That kind of real-time escalation gives me peace of mind. I know nothing will slip through the cracks, even if it happens at 2 a.m.
Flexible, tailored support
Another reason I’ve stuck with AnswerConnect so long is their flexibility. We’re not stuck with a one-size-fits-all plan. Each dealership gets a setup that works for their unique needs, and for the value we get, it’s a no-brainer.
What’s next for us
Our experience with AnswerConnect has been such a positive influence on our operations that we are working on further deepening our partnership. Next, we’re exploring the possibilities of:
- Add overflow call coverage during working hours so busy days don’t mean missed opportunities.
- Use the on-call calendar so after-hours emergencies route directly to the right person.
- Explore appointment scheduling with Setmore to streamline how we book service.
- Set up multiple location login access to view all five dealerships from one dashboard.
It’s all included in our package. The team is always available to help us explore ways to grow the business and improve our customer service.
My takeaway
At the end of the day, AnswerConnect helps us deliver on what matters most: being there for our customers, every time. They’ve become more than just a service, they’re a partner in how we run our business.
If you care about customer experience the way we do, AnswerConnect is the partner you want in your corner.
