How should you answer the phone when a new customer calls?
Answer with the business name, your own name and an offer to help. Capture a name and number first, then three things: what the caller needs, where the job is and when they want it. Ask how they heard about you, agree one clear next step with a time, and send a confirmation text only with the person's consent.
Open with the same short greeting every time
Say the business name, your own name and an offer to help: "Thank you for calling [business name], this is [your name]. How can I help?" Say it slowly enough to be understood, and give everyone who answers the same words so callers always hear the same thing.
If you record calls, say so in the first few seconds and record only with the caller's consent.
Capture a way to call back, then three things
Get a name and a phone number first, in case the call drops. Then write down three things in the caller's own words:
The related answer on telling whether a lead is a good fit covers what these answers tell you.
- The need: what they want done, and how urgent it feels to them.
- The area: where the job is, so you can tell quickly whether you serve it.
- The timing: when they want it done, and any date it must be done by.
Ask how they found you, then agree one next step
Early in the call, ask "How did you hear about us?" and write the answer down in their words; the related answer on tracking phone call leads covers sorting it into a channel and what else to record.
Then offer one clear next step with a time, such as a visit tomorrow at 2 or a call back by 3 today. Say who will do what and when, repeat the details back, and give your business name and number again. If you cannot book on the call, ask whether you may call them back at the number they gave you, say when, and then do it.
Send a confirmation text only with consent
A short text confirming the time and address can help people remember. Send it only with the person's consent: ask on the call, for example, "Would it be okay if I text you a confirmation?" If the answer is no, confirm another way, such as by repeating the details on the call. Keep the text to what you agreed, name your business, and stop texting if they ask. The related answer on texting a new lead summarizes the FCC's position and what it does not cover.
Written replies follow different rules of thumb; the related answer on writing a first reply to a new inquiry covers them.
Related answers
- How do you tell whether a new lead is a good fit?
- How do you track leads that come in by phone?
- Can you text a new lead or a past customer, and what consent do you need?
Lead generation and lead tracking
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