Ring...

"Good [morning/afternoon], this is [Your Name] with [Company Name]. How can I help you today?"

After customer explains their need:

"Absolutely, we can help with that. Let me get a few details so we can get you taken care of. Can I start with your name?"

Collect: Name, address, phone, email, description of the issue

"Great, [Name]. Based on what you've described, I'd recommend we schedule a [service type]. We have availability on [date/time]. Would that work for you?"

Before hanging up:

"You're all set for [day] at [time]. You'll receive a confirmation text shortly. Is there anything else I can help with? Great — we look forward to seeing you, [Name]!"

"Alright [Name], I've had a chance to look at everything. Let me walk you through what I found and what I'd recommend."

[Explain the issue in simple terms — no jargon]

"Here's what I suggest to fix this properly..."

[Explain the solution and what's included]

"The investment for this would be $[amount]. That includes [list key inclusions: labor, materials, warranty, cleanup]."

[Pause and let them respond]

"Do you have any questions about the work or the pricing?"

If they say yes: "Great! I can get you on the schedule as early as [date]. Want me to lock that in?"

If they hesitate: "No pressure at all. I'll send you the estimate in writing so you can review it. It's valid for [30 days]. And if any questions come up, just give us a call."

"I've put together three options for you so you can choose what fits your needs and budget best."

Option 1 — Good (Basic): "[Describe basic repair/service]. This solves the immediate problem. It's $[price]."

Option 2 — Better (Recommended): "[Describe enhanced solution]. This fixes the issue and prevents [future problem]. It's $[price]. This is what most of our customers go with."

Option 3 — Best (Premium): "[Describe comprehensive solution]. This gives you [full replacement/upgrade/extended warranty]. It's $[price]."

"All three are solid options. Which one feels right for you?"

Customer: "That's more than I expected."

"I understand — it's a significant investment. Let me explain what's included in that price so you can see the full value."

[Break down the inclusions: licensed technicians, quality materials, warranty, cleanup, etc.]

"We're not the cheapest option out there, and that's intentional. We focus on doing the job right the first time so you don't have to deal with it again. Our [warranty/guarantee] backs that up."

Customer: "Can you do better on the price?"

"Our pricing is fair and competitive for the quality of work we deliver. What I can do is [offer financing / break it into payments / suggest a slightly different scope that costs less]. Would any of those help?"

Customer calls with a complaint:

"I'm sorry to hear that, [Name]. That's definitely not the experience we want you to have. Can you tell me more about what happened?"

[Listen without interrupting. Take notes.]

"Thank you for explaining that. I completely understand your frustration. Here's what I'd like to do to make this right..."

[Offer a specific solution: re-do the work, send a different technician, provide a discount, etc.]

"Does that sound fair to you?"

After resolving:

"Again, I apologize for the inconvenience. We take this seriously, and I'm going to personally make sure this is handled properly. I'll follow up with you on [date] to make sure everything is resolved. Thank you for giving us the chance to make it right."

After completing the job and the customer is happy:

"I'm glad you're happy with the work, [Name]. Hey, if you don't mind — if you could leave us a quick Google review, it would mean a lot. Reviews really help small businesses like ours, and it only takes about 30 seconds. I can text you the link right now if that's easier."

[If they agree, send the link immediately via text]

"Awesome, thank you! And if there's ever anything else we can help with, don't hesitate to call. Have a great day!"