A buyer asks about a listing at 9pm on a Sunday. A tenant calls about a leak at 11pm on a Saturday. A landlord fills in a rental-analysis form on Friday afternoon.
Your office is closed for all three. The buyer books a showing with another agent, the tenant leaves an angry voicemail, and the landlord talks to a competitor on Monday morning.
Nobody did anything wrong. You just can't be on call every hour of every day.