The booking call script
Tape it next to the phone. Swap in your company name, fee and arrival windows, and every caller gets the same good call.
- 1.
Pick up
“Thanks for calling [Company], this is [your name]. How can I help you today?”
Answer by the third ring. Smile while you talk; callers can hear it.
- 2.
Get their name and number first
“I can help with that. Can I get your name, and the best number to reach you in case we get cut off?”
Look them up before going further. If they're a member, say so and thank them.
- 3.
Find out what's going on
“What's going on with it? When did it start? Has anyone worked on it recently?”
Let them finish. Write down their words, not your guess at the problem. The tech reads these notes.
- 4.
Check for safety issues
Gas smell or a carbon monoxide alarm: tell them to leave the house now, skip the light switches, and call the gas utility or 911 from outside. Then book.
Water actively leaking: walk them to the main shutoff before anything else.
Smoke, sparks or a burning smell from a panel or outlet: tell them to stay clear and call 911 if there's smoke or fire.
No heat or no cooling with a baby, an older adult or someone medically fragile at home: flag it as priority for dispatch.
- 5.
Confirm the address and access
“Let me read back the address. Is there a gate code, a dog, or anything the tech should know about parking?”
- 6.
Offer two times
“I have today between 1 and 3, or tomorrow morning between 8 and 10. Which works better?”
Give two choices, not an open question. "When works for you?" turns into "let me call you back."
- 7.
Be upfront about the fee
“There's a $[amount] diagnostic fee. The tech will find the problem and give you options with prices before any work starts.”
If they ask what the repair will cost, don't guess. Explain that the tech will give exact prices on site.
- 8.
Wrap it up
“You're all set for [day] between [window]. You'll get a text when [tech] is on the way. Anything else I can help with?”
Thank them by name. Put their own words in the job notes before you take the next call.
- 9.
If they want to think about it
“No problem. Want me to hold [time] for you? If anything changes, call or reply to the text and we'll move it.”
From The Graphite Lab. Free to copy, print and adapt for your shop. graphitelab.ai/resources
