When a boiler dies or a tap won’t stop leaking, people don’t ring one tradesperson and wait. They ring a few, and they go with the first one who sounds like they’ll turn up.
What does the customer actually need to hear?
Not a quote, and not your diary. Just three things: you’ve got their message, you know what they need, and you’ll be in touch at a certain time. That’s enough to stop them ringing the next name.
What does a good first reply look like?
Something like: “Thanks for calling. I’ve got your details for the leaking tap at [postcode]. [Name] will ring you back today between [times].” Short, specific and honest. No waffle.
What should you take down?
- Their name and the best number
- The postcode
- What the job is
- How urgent it is
With those four you can ring back knowing what you’re walking into, and the customer doesn’t have to explain it all twice.
Where does it go wrong?
Usually one of two ways. You promise a call back and then forget, or you give a time you can’t keep. Only promise what you’ll do. And if the reply is automated, say so, because people can tell anyway.
That first reply is the job Every Enquiry does for you: it acknowledges the enquiry, takes those details and sends you a summary. The price and the appointment stay with you.