In today's digital age, where emails and text messages dominate our communication landscape, answering the phone may seem like a lost art. However, for home services companies, the phone is often the first point of contact with potential customers. It's a critical touchpoint that can make or break your business and enhance your marketing efforts. This is why some of the best home services companies have scripts that their entire team uses. Here are some pro tips for answering the phone when potential leads call.

1. Use a Friendly Greeting

The first few seconds of a phone call are crucial. When answering the phone, start with a warm and friendly greeting. A simple "Hello" or "Good morning/afternoon" followed by your company name sets a professional tone. It also assures the caller that they've dialed the right number.

2. Identify Yourself

After the initial greeting, introduce yourself by name and your role within the company. For example, "Hello, this is Derek speaking, and I'm the project manager at Worlds Best Home Services." This personal touch can make the caller feel more comfortable and confident that they are talking to a real person who can help them.

3. Active Listening

Once the caller begins to explain their issue or inquire about your services, practice active listening. Give the caller your full attention, and avoid interrupting or rushing through their words. Take notes if necessary to ensure you capture all the details.

4. Know Which Questions to Ask

It’s good to have a uniform intake form that everyone in your company uses. You can use a shared Google doc or note so that everyone is asking the same questions. These can include questions like:

• Can you please give me your full name?
• What's your address?
• What is the best phone number to reach you at?
• When is the best time for us to stop by to give you an estimate?
• Do you have insurance? Which insurance company do you use?

5. Use Positive Language

Maintain a positive and professional demeanor throughout the call. Use polite language, such as "please" and "thank you," and avoid jargon or slang that the caller might not understand. Your goal is to make the caller feel valued and respected.

6. Offer Information

As a home services company, callers often have specific questions or concerns. Be prepared to provide accurate information, offer short term solutions, and address their needs to the best of your ability. The end goal is to schedule an appointment to come out to their property. So, provide short term advice like "be careful on slick, wet floors" or "turn off the water supply if possible", but leave the long-term damage restoration solutions for your team to provide.

7. Be Patient

Some callers may be frustrated or anxious due to their home-related issues, especially if it is an emergency. Patience is key in these situations. Empathize with the caller's concerns and reassure them that you're there to help.

8. Don't Forget to Put On Your Sales Hat

Sometimes, a new lead may come across your phone number by accident or may have meant to call a different company. This is the perfect opportunity to dig a little deeper and win over the lead. Instead of saying "Sorry, wrong company" and hanging up, instead lead with "We are one of the top roofing companies in the area, our team can come out to your home today for a free estimate. Can I get your name and address?"

Perfect Examples of Phone Answering Scripts:

If you’re still struggling with creating a uniform answering script, take a look at these examples. Simply replace the placeholders with your name and company name. Remember to customize these scripts to fit the specific needs and branding of your company.

Standard Professional Greeting:

• “Thank you for calling Worlds Best Home Services this is John. How can I help you today?” 
• "Hi there, you've reached Worlds Best Home Services, where we're always ready to lend a helping hand. I'm John, how can I assist you?"

After-Hours Message:

If your company has after-hours or provides emergency services, you might use a script like this for voicemail:

• “Thank you for calling Worlds Best Home Services. Our office is currently closed, but we understand that emergencies can happen at any time. If you're experiencing a home emergency, please send us a text at this phone number with your name, number, and a brief description of the issue, and we will call you back right away. For non-emergency inquiries or to schedule an appointment, please call us during our regular business hours. Thank you, and we'll be in touch shortly."

High Urgency Call

• “Hi Tina, this is John from Worlds Best Home Services. We received your emergency message and we're here to help. First, please ensure your safety and turn off any water supply if possible. I'm dispatching a team to your location right away. Can you please provide your address and any other important details, so we can assist you as quickly as possible?"

Level Up Your Marketing Game By Reviewing Phone Calls

Answering the phone professionally and effectively is a vital aspect of running a successful home services company. By following these guidelines, you can build trust, instill confidence, and leave a positive impression on callers. Remember that every phone call is an opportunity to create a lasting customer relationship, and mastering the art of phone etiquette can set you on the path to success in the home services industry.

If you are looking to level up your marketing game, consider listening to your incoming calls on a regular basis. This can help with lead management, by allowing you to identify any pain points that your leads are running into and help you modify your phone call greeting to be more effective. This can also help with quality assurance to catch if any team members are using outdating answering scripts or not following the scripts at all. To learn more about phone call monitoring services, schedule a free strategy session with us here.