Celebrating 50 Years of Success

Logan Shooster

Written by Logan Shooster on October 3rd, 2024

The Answering Service Care Story

Answering Service Care is celebrating a monumental milestone—50 years in business! This incredible journey, marked by resilience, innovation, and a commitment to family values, has shaped the company into what it is today. From its humble beginnings in the telephone answering service industry to becoming a diversified enterprise, Answering Service Care’s story is one of passion, dedication, and a relentless drive to succeed.

The Foundation: A Family's Dream

The story begins in the early 1970s when Michael Shooster’s Herman and Dorothy Shooster decided to move from New Jersey to South Florida. Seeking better weather and a fresh start, Michael’s father Herman, who had previously been in the frozen food business, saw potential in the telephone answering service industry—a business that required no inventory and offered stability by relying on the phone company as its sole vendor.

“My parents decided that, at my mother’s suggestion, why don’t we come to Florida and look for a business there, where the weather’s a little nicer?” Michael, Answering Service Care’s CEO, recalls. After scouring Florida for the perfect opportunity, they discovered a small answering service called Ding-A-Ling, run by two brothers. The acquisition process was a rollercoaster of negotiations, with deals constantly falling through. However, in the fall of 1974, the Shooster family finally purchased the business, which marked the beginning of what would become Answering Service Care.

Michael’s father was not content with simply running the business; he was eager to learn and grow. He reached out to competitors, something unusual at the time, to share insights and collaborate. “He started to call his competitors…and he asked if we can get together to kind of talk shop,” Michael shared, emphasizing his father’s innovative approach to fostering industry relationships. This approach paid off, as over time, these competitors chose to sell their businesses to him, leading to the company’s gradual expansion.

Embracing Change and Growth

As technology advanced, so did the business. The company transitioned from traditional PBX switchboards to more modern systems that routed calls to the first available agent. “Instead of answering phones with a PBX switchboard, where one operator answered phone lines for 100 different customers, you’d have the call routed to the first available agent,” Michael explained. This innovation allowed the business to grow and improve its services. Billing, which once involved manually counting message slips, also became more streamlined as technology evolved.

In the early 1990s, the rise of toll-free numbers opened new avenues for the company. Businesses without internet access relied heavily on these numbers to drive sales through infomercials, and the company capitalized on this trend. By the time Michael’s father passed away in 2014, the company had grown to serve over 3,000 customers.

Michael took over the reins and faced the challenge of keeping the business alive amidst changing industry dynamics. Despite the pressures to sell, Michael’s dedication to his father’s legacy led him to purchase the answering service business from his family, ensuring its continued growth and success. “My father built this business, and I wanted to keep growing the business,” Michael said, reflecting on the decision to repurchase the business.

Alizabeth Shooster: A Temporary Job Turns Into a Lifelong Commitment

Alizabeth Shooster, the President of Answering Service Care, joined the company in 1992, initially as a temporary job. With a background in human resources, she brought valuable skills to the family business. Her role quickly evolved from operating phones to handling payroll to overseeing the human resources department as the company grew. “Somehow, my three-month temporary job is now over 32 years,” Alizabeth remarked, highlighting her unexpected but rewarding journey within the company.

Alizabeth’s phone experience gave her unique insights into the challenges agents face. “I actually think it’s…very insightful…for anyone, even for somebody to just spend a certain number of hours just shadowing somebody and really seeing what [operators are] experiencing because it’s a very tough job,” she noted. Her hands-on approach and understanding of the business helped her navigate the complexities of managing a growing workforce.

Under Alizabeth’s leadership, Answering Service Care embraced technological advancements and expanded its offerings beyond answering services. The company ventured into software development and other areas, always staying ahead of industry trends. “We will probably expand, take on certain accounts that will be more stable throughout the year, that might have more customer service needs, not necessarily just answering service,” Alizabeth said, hinting at the company’s future directions.

Luis Bedoya: From Operator to Leader

Luis Bedoya’s journey with Answering Service Care began in 1996 when he joined as an operator. With a background in retail, Luis brought a fresh perspective to the company. His curiosity and interest in the technical side of the business led him to build relationships with the technical team, sparking a passion for the systems that powered the answering service.

“My first team lead was Cynthia Williams, who’s still with the business now. She herself is 30 years with the business. But she was my first team lead. And my origins began there,” Luis shared, reflecting on the start of his long career with the company.

Luis’s dedication and willingness to learn did not go unnoticed. He gradually took on more responsibilities, eventually becoming a supervisor and, later, a key figure in the company’s technical operations. “We were pushing the envelope in some of those systems beyond what other locations were doing with them,” Luis said, highlighting his role in advancing the company’s technical capabilities. Luis now holds the title of Chief Operating Officer for Answering Service Care.

Luis’s story is a testament to the opportunities for growth and development within Answering Service Care. His journey from an operator to a leader reflects the company’s commitment to nurturing talent and promoting from within. “At the end of that interview [for a supervisor position], the following day, Joan reached out to me, and…she was welcoming me to be her leader in charge of the night crew,” he recalled, marking a significant turning point in his career, eventually leading to his role as an executive in the company.

Looking Ahead: The Future of Answering Service Care

As Answering Service Care celebrates 50 years of success, it stands as a testament to the power of family, innovation, and resilience. From its origins as a small answering service to its current status as a diversified enterprise, the company has consistently adapted to changing times while staying true to its core values.

With Michael, Alizabeth, and Luis at the helm, Answering Service Care is poised for continued growth and success. The company’s commitment to its employees, customers, and the industry as a whole ensures that it will remain a leader in the field for years to come. “We feel really good about what we’ve done experience-wise and how much we’ve learned and how we get better and better at it as we go,” Alizabeth said, perfectly capturing the spirit of Answering Service Care.

Here’s to 50 years of Answering Service Care—a legacy of excellence built on a foundation of hard work, family, and a vision for the future.

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