A contractor who answers every call is not doing much contracting. Missing calls is part of the work. What matters is what happens in the next minute.
- The caller who reaches voicemail usually dials the next name on the list.
- A text back within a minute keeps the job yours, even if you are on a roof.
- You can work out what missed calls cost you with three numbers you already know.
What a caller does when nobody answers
They have a problem they want gone. If they reach voicemail, many will not leave a message. They go back to the search results and call the next name. By the time you are off the ladder, the job may already be booked with someone else.
Text back within a minute
A text from your number, right away, changes that. The caller knows you are real, you saw the call, and you are dealing with it. They stop dialing.
The text should come from the same number they called, so it reads like you and not like a call center.
What the text should say
- Who you are. "Hi, this is Gulf Coast Roofing."
- That you saw the call. "Sorry we missed you."
- One question. "What can we help with?"
When they answer, offer three specific times. "Thu 10:00, Thu 2:00 or Fri 9:00?" is easier to answer than "when works for you?" One reply and the visit is booked.
When they ask for a price
If it is on your price list, give it. If it is not, do not guess. Say you will come and look, and book the visit. A wrong number given in a hurry costs more than a short wait.
After hours and other languages
Calls at seven in the evening are still jobs. The text back should go out then too, with times for the next working day. If a customer writes in Spanish, answer in Spanish.
Count them
For one week, write down every call you missed and what happened to it. Most owners are surprised by the number. That list is the case for fixing it.
