Inbound Service Call

Before you dial

For inbound calls, have these ready before your status goes to available:

• Field service management system open on the customer search screen
• Today's and tomorrow's board open, with open windows visible
• Current fee sheet (diagnostic, after-hours, weekend, member pricing)
• Service area list by ZIP code
• Maintenance plan summary
• Safety and Emergency Protocol open in a tab
• Today's weather for the client's area

The flow

Stage 1: Greet (under 10 seconds)

You: Thank you for calling (COMPANY NAME), this is (YOUR NAME). Who do I have the pleasure of speaking with? Them: This is (CUSTOMER NAME). You: Thanks, (CUSTOMER NAME). How can I help you today?

Why it works: the caller hears the company, a real person and a question about them, all in one breath.

If they say: "Is this a real person?" or "Where are you located?"

You: Yes, I'm a real person. I'm with (COMPANY NAME). We work with homeowners all over (MARKET), and our technicians are local to your area. Let me help you get this sorted.

Coach's note: How you answer location questions depends on the client. Use the client's approved wording. Never mention your own country.

Stage 2: Locate the record

You: I'm sorry to hear that. Let me pull up your account. What's the address where you need the service?

Search by address or phone. While it loads, keep the conversation going. Check: member or not, open estimates, equipment on file, any visit in the last 30 days (possible recall).

If they are a new customer

You: Welcome! I'll set you up now. Can I get the ZIP code first, just to confirm you're in our service area?

If the ZIP is outside the area:

You: I'm really sorry, that address is outside the area we cover. (Give the client's approved referral, if any.) I wish we could help with this one.

Code UB-Area.

If they had a visit for the same problem recently

You: I see (TECH NAME) was out on (DATE) for this. Thank you for letting us know it's happening again. I'm going to note that it's the same issue so we can get the right technician back to you.

Flag as a possible recall. Do not promise "no charge" unless your client's rule clearly says so.

Stage 3: Discover (ask, do not diagnose)

Ask at least five questions. Type while they talk.

You: Tell me what's going on with the system. You: When did you first notice it? You: Is it not working at all, or is it working but not keeping up? You: (HVAC) Is any air coming out of the vents? Is it warm or cool? You: Roughly how old is the system, if you know? You: Is it a gas furnace, a heat pump, or something else? (Or: Is it a tank water heater or tankless?) You: Do you own the home?

Why it works: good questions make the caller feel understood and give the technician a head start.

Stage 4: Safety screen

You: Before I book this, a couple of quick safety questions. Do you smell any gas, or is a carbon monoxide alarm going off? You: Any burning smell, smoke, sparks, or water near anything electrical? You: Is anyone at home very young, over 65, or with a medical condition?

If any answer is yes, stop and follow the Safety and Emergency Protocol or the Emergency Call script. If all are no, continue and note "Safety screen: clear".

Stage 5: Reassure

You: Okay, thank you. You're in the right place. Our technicians handle this every day, and they'll explain what they find and give you the price before any work starts.

Stage 6: Fee and two windows

You: The visit has a diagnostic fee of (DIAGNOSTIC FEE). The technician finds the problem and gives you the exact repair price upfront, so there are no surprises. You: I have (DAY) between 8 and 10 in the morning, or today between 3 and 5. Which works better for you?

Why it works: two clear options make the decision easy, and disclosing the fee early prevents surprises on site.

If they say: "Why do I have to pay just for you to come out?"

You: That's a fair question. The fee covers a licensed technician coming to your home and doing a full diagnosis, so you know exactly what's wrong and what it will cost before you decide anything. (If client credits it:) And if you go ahead with the repair, the fee is (CREDIT RULE).

Offer the windows again. See the Objection Handbook for more.

If they say: "Can you just tell me how much the repair will be?"

You: I wish I could. Every system is different, so any number from me would be a guess, and I don't want to give you a wrong one. The technician will give you the exact price before doing any work. Would the morning or the afternoon work better?

If they say: "I need someone sooner."

You: I understand. The earliest I can offer right now is (EARLIEST WINDOW). I can also put you on our cancellation list, and if anything opens up sooner, we'll call you right away. Would you like me to do both?

Never promise a slot dispatch has not approved. If the situation fits a higher priority tier, check with dispatch.

If they say: "Let me call you back."

You: Of course. Just so you know, the windows are filling quickly today. I can hold (WINDOW) for you right now, and if you need to change it, just call or text us. Would that help?

If they still want to call back, ask for permission to follow up and set a time. Code UB-Callback.

Stage 7: Membership mention (non-members, after the slot is confirmed)

You: One more thing that might save you money: we have a maintenance plan called (PLAN NAME). It includes (PLAN BENEFIT 1) and (PLAN BENEFIT 2), and members get (REPAIR DISCOUNT) off repairs, including this one. Would you like me to tell you a bit more, or have the technician explain it on site?

Keep it to one offer. Full version in the Membership Offer script.

Stage 8: Access, restate and close

You: Is there a gate code, a pet, or anything the technician should know to get in? You: Perfect. Let me make sure I have everything right. That's (DAY) between (WINDOW) at (SERVICE ADDRESS), for (PROBLEM SUMMARY). The diagnostic fee is (DIAGNOSTIC FEE). You'll get a text confirmation shortly, and another one when the technician is on the way. You: Is there anything else I can help you with today? You: Thank you, (CUSTOMER NAME). We'll take good care of you.

Objections

They say	Short answer	Full answer
"Why is there a fee?"	It covers a licensed technician and a full diagnosis	Objection Handbook: Diagnostic fee
"Just tell me the price."	Every system is different, the tech prices it upfront	Objection Handbook: Price over the phone
"I'll call around."	Offer to hold the window, no obligation	Objection Handbook: I will call others
"That's too late."	Earliest window plus cancellation list	Objection Handbook: I need it sooner
"I'm a renter."	Follow the client's renter rule	Objection Handbook: Renter

After the call

Write the note in the standard format right away:

If unbooked, add the reason code and next step from the Booking Standard.

Check yourself

1. At which stage do you mention the maintenance plan, and why there?
2. What three safety questions are asked on every relevant call?
3. Write the two-window offer for a customer when you have tomorrow 10 to 12 and tomorrow 2 to 4.
4. A caller says, "I think it's the capacitor, can you bring one?" What do you say and note?

Answers

1. Stage 7, after the slot is confirmed, so the booking is safe and the plan feels like a bonus, not a condition.
2. Gas smell or CO alarm; burning smell, smoke, sparks or water near electrical; vulnerable people at home.
3. "I have tomorrow between 10 and 12, or tomorrow between 2 and 4. Which works better for you?"
4. "Thank you, I'll note that for the technician so they're prepared. They'll confirm what's going on when they get there." Note: "Customer thinks it may be the capacitor."

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