M | NPS Feedback Loop: Fix Problems Earlier and Build a Better Customer Experience
Stop losing revenue every time you miss a call.
For most independent rental agencies, the phone is not just a contact method.
It is your highest-intent sales channel. When someone calls, they usually want pricing, availability, or immediate confirmation. In other words, they are ready to book.
The problem is simple. When your agency misses a call, especially after hours, the booking often disappears with it. Renters rarely leave voicemails. They call the next company on Google. That company answers, and they win the booking.
In Drive Results, I talk about owning every step of your renter’s journey. Missed calls are one of the biggest leaks in that journey. Because many agencies still rely heavily on phone-based bookings, the cost of this leak is real and measurable.
Missed-Call Text-Back (MCTB) closes this gap. It sends a fast, friendly text to the caller when your Pit Crew cannot answer. Even at midnight. The goal is simple. Keep the renter engaged until you can respond.
The Real Pain Point: Calls after hours mean lost revenue
Most agencies underestimate how many renters call between 7 PM and 11 PM. This is the window when many people finally sit down to plan their weekend trip, move, vacation, insurance replacement, or work rental. When your agency is closed, those calls go unanswered.
This shows up the most during:
After-hours periods
Weekends
Peak season
Holidays
Airport arrivals
Once you miss the call, you usually miss the booking. MCTB gives you a second chance.
What Is Missed-Call Text-Back?
Missed-Call Text-Back is an automated message sent after a missed call. It confirms that you received the call and invites the renter to continue the conversation by text. This removes the pressure of leaving a voicemail and gives them a quick path to the answer they want.
A common MCTB message looks like this:
“Hi, this is [Agency Name]. We missed your call. How can we help you today? You can text us here anytime.”
It works because:
Renters always read texts
People prefer texting over voicemail
It feels faster and easier
You appear responsive, even after hours
You keep the renter with your business instead of losing them to the next listing
This is one of the simplest automations for independent rental agencies. It pays for itself quickly, especially during busy seasons.
Why MCTB Works
In Drive Results, I explain that your website and phone lines must remove friction. A renter who calls is highly motivated. If you do not maintain the conversation, they drop off and move on.
MCTB solves this by:
Keeping the conversation alive
Showing immediate responsiveness
Giving your Pit Crew time to follow up
Supporting text-based bookings
Reducing pressure on staff during busy hours
Once the renter replies, your team can continue the conversation like a normal SMS chat. Many renters prefer this method because it allows them to share photos of their license, ask questions, or confirm booking details without making another call.
Where Missed Calls Hurt Most
Independent rental agencies see the biggest losses in four areas:
1. After-hours calls - Many renters browse after their workday and choose the agency that replies first.
2. Airport renters - Travelers are often standing beside their luggage and need instant answers.
3. High season - Your Pit Crew cannot answer two calls at once. MCTB captures the overflow.
4. Website call-to-action buttons - “Call Now” buttons convert well, but they also overwhelm staff during peaks. MCTB supports your staff and saves leads that would have been lost.
How to Set Up Missed-Call Text-Back
This setup works inside FLEETcrm or any GoHighLevel-based system:
Step 1: Turn on call tracking
This logs every inbound call and marks anything not answered.
Step 2: Write your MCTB message
Keep it short and friendly.
Example:
“Hi, this is [Agency Name]. Sorry we missed your call. How can we help?”
Follow with:
“You can also check availability here: [booking link].”
Step 3: Send the message instantly
Set it to send within 2 to 5 seconds of the missed call.
Step 4: Add a soft follow-up
If the renter has not replied after 10 minutes, send:
“Still here if you need help with pricing, availability, or pickup times.”
This simple sequence captures a large number of lost bookings.
How to Measure Success
Track these numbers weekly:
Missed Calls → Text Conversations
How many callers respond to the MCTB?
Text Conversations → Bookings
These are the conversions directly influenced by text-back.
After-hours call capture
How many after-hours leads become bookings?
Extra rental days
This shows the real revenue gained from adopting MCTB.
These metrics often rise within the first week of using the system.
Real Impact for Rental Agencies
Based on the results shared in Drive Results and our work with rental clients:
Many agencies miss 10 to 25 calls per day during peak season
Travelers rarely call back after a missed call
Agencies using MCTB convert 20 to 35 percent of missed calls into bookings
Even recovering two to three bookings per week pays for the tool
Your agency already has demand.
MCTB helps you capture it.
Quick Win: Try the ROI Calculator
To help you understand your real revenue opportunity, we built a simple calculator. It shows:
How many calls you miss
How many can be recovered
Your average revenue per booking
Monthly revenue regained
The ROI of adding Missed-Call Text-Back
You will see exactly how much money your agency is losing when calls go unanswered. The calculator is included below as your free lead magnet.
Your Next Steps
Turn on Missed-Call Text-Back inside FLEETcrm.
Use the ROI Calculator and Calculator Guide to measure your current losses.
Watch the impact over the next 30 days.
Small improvements convert into real revenue when you solve the leaks inside your booking process.
