Free guides for contractors
What I say on the phone, and what I check before a truck rolls. Keep them, print them, send them to whoever answers your phone.
Calculators and checklists
On the phone
- What to Do When the Phone Rings and Your Hands Are Full
- What to Do Instead of Saying I Will Call You Back
- How to Tell a Sales Call From a Real Customer on Your Business Line
- What to Say When a Customer Needs to Ask Their Spouse
- What to Say When a Customer Says the Last Repair Did Not Work
- What to Say When a Caller Assumes the Repair Is Under Warranty
- What to Say When a Customer Threatens a Bad Review
- What to Say When a Good Job Is Just Outside Your Service Area
- What to Say When a Homeowner Asks If Insurance Will Pay for Their Roof
Price and payment
- Should You Give a Price Over the Phone
- What to Say When a Customer Will Not Pay the Diagnostic Fee
- What to Say When a Customer Says Your Quote Is Too Expensive
- What to Say When a Customer Wants More Estimates
- How to Follow Up on a Quote the Customer Never Answered
- How to Ask a Customer for a Deposit Without Losing the Job
- What to Say When a Customer Does Not Understand the Invoice
Scheduling
- What to Say When You Can't Get There Today
- What to Say When a Customer Wants an Exact Arrival Time
- What to Say When Your Tech Is Running Late
- What to Do When You Double Booked Two Customers
- What to Say When the Customer Is Not Home for the Appointment
- What to Say When a Customer Cancels With the Truck Outside
- What to Do When the Tech Cannot Find the Customer's House
Triage
More on running the phones in the blog.