I didn't see your response until today, my apologies.
Reviews are intended to offer businesses an insight on strengths and areas that may need improvement. Yelp also helps steer potential customers with an unbiased review of what they have experienced. Your response to my review definitely shows you are proud of your business, and that's great, although you still didn't offer any help.
-what do you service? -how much is a minimum service call? - how long does it take for a repairman to arrive? - what's your service area?
To help your staff and customer satisfaction in the future, when a phone call comes in, why not tell people what you 'can' do instead of what you 'can't' do?
A good response to my original phone inquiry could have been: "It sounds like something we will need to set up a service call to diagnose. We do service SubZero appliances and a service call would be a minimum of $x amount. Once diagnosed, we may need to set up a second appointment and a part cost maybe involved, which our skilled repairman would be able to explain. Our soonest availability is 'x' date. Would you like to set up an appointment? "
Do you see the difference?