Australian Newsagency Blog

A blog on issues affecting Australia's newsagents, media and small business generally.

Does your newsagency need a phone line customers can call?

Mark Fletcher
February 5th, 2018 · 9 Comments

I think every business needs a phone number customers can call, a phone number answered in the business, by a human.

Do you think your newsagency needs a phone line customers can call?

I ask this as a I am aware of a newsagency that has had the phone cut off, with the owner thinking it is not such of a big deal as no one calls the business anyway.

I was shocked. I can’t imagine any retail business not having a phone number any customer can call.

What do you think?


Category: Newsagency management

9 responses so far ↓

  • 1 Jeff // Feb 5, 2018 at 2:18 PM

    Only an idiot would not have a phone line.


  • 2 Andrew // Feb 5, 2018 at 2:40 PM

    feel like throwing mine across the street at times but still have one


  • 3 Billy B // Feb 5, 2018 at 5:45 PM

    Well, we often do not answer it. When we serve a customer we dont pick up the phone. It is of limited value considering that most enquiries are silly questions or things that could be answered on Fbook or email. “What are the Lotto Numbers for last night?’ “When do you close today”?


  • 4 Colin // Feb 5, 2018 at 10:13 PM



  • 5 eric // Feb 5, 2018 at 11:40 PM

    i do not answer calls after 5pm, too many calls from India


  • 6 Jenny // Feb 6, 2018 at 10:15 AM

    There is no excuse not to answer a phone call in your business. People on the other end of the phone line are customers too – even if you think their question is “silly”. It really is as simple as “Hey -would you mind holding for a min?” OR “I am so sorry but i am on my own – can I grab your number and Ill give you a call back as soon as I am free”. That “silly” customer with a “silly” question who has an awesome phone experience will go tell everyone how lovey that retailer was and that equates to more business !!!!


  • 7 Billy B // Feb 6, 2018 at 5:16 PM

    Cannot agree Jenny. If there are a couple of people waiting in the shop, they come first. They are there, ready to spend money with you and they hate waiting, especially while you talk on the phone.
    A phone call comes second.
    The phone call could be a rep, a canvasser from overseas, or a genuine customer.
    Certainly if there is no customer standing in front of you I agree with you. Take the call and give good service to the phone customer.
    Retail margins are not big enough to have spare staff taking phone calls.


  • 8 Jenny // Feb 6, 2018 at 7:14 PM

    I totally agree Jenny. I find it frustrating phoning a newsagency or other retail store and they don’t pick up.
    My rule at my store when too busy to take call is grab the phone and ask them to please hold the line, takes less than a minute, then take the call as soon as current queue of customers has been served.


  • 9 Tammy // Feb 20, 2018 at 3:28 PM

    I was blasted by a customer because I was being blasted on the phone by a customer who didn’t receive their paper delivery. The customer in the shop rightly accused me of being rude because he is more important as he is present anf then stormed out. However we have trimmed back employees because times are tough. Valuable lesson learnt by me. So now I am not so panicked when the phone starts ringing. Having said this, honestly most of my phone calls are telemarketers, the second reason I dont race to the phone anymore!


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