Missed call follow-up for home service businesses: win jobs you would lose

When a pipe bursts or the heating fails, people want an answer now. If your phone goes to voicemail while you are on a job, the customer calls the next company. A small routine fixes most of this.

1. Have a number that more than one person can answer

With a cloud phone, calls can ring on a computer or a phone for anyone on your team. Even a part-time office person can catch calls while the crew is on site.

2. Use a clear voicemail greeting

Say who you are, what you do and when you will call back. See our voicemail scripts.

3. Return missed calls fast

1. Check missed calls at set times, such as the start of each hour.
2. Call back and apologise briefly for missing them.
3. Ask what the problem is and when they need help.
4. Offer a time to visit or a quote.

4. Log every enquiry

Record the name, number, address, problem and next step, so nothing lives only in someone's head.

5. Follow up on quotes

Many jobs are won on the second call. Set a reminder two or three days after sending a quote and ask whether they have any questions.

6. Ask for reviews

After a good job, ask the customer to leave a review. It brings more calls.

Dialsyx gives you a browser phone, call logs, voicemail where available and follow-up reminders. See construction and trades, the follow-up system and local numbers.

Sample callback script

'Hello, this is [Name] from [Business]. Sorry I missed your call. How can I help? ... Thanks for the details. I can come out tomorrow between 10 and 12, or Thursday afternoon. Which suits you better? I will text you a confirmation.' Keep it friendly, practical and quick.

A weekly routine

1. Check missed calls at the start of every hour on working days.
2. Log every enquiry with a status.
3. Call back every open quote within three days.
4. Every Friday, review unanswered leads and decide next steps.
5. Ask recent happy customers for a review.

Mistakes to avoid

• Letting voicemails build up until the evening.
• Not writing down the address or problem.
• Giving a quote and never following up.
• Ignoring repeat customers who might need help again.