You do not answer the phone on a roof or in a crawl space. But the customer with a broken boiler in January simply dials the next installer.
Distinguish between breakdowns and everything else in your greeting. A breakdown is urgent and deserves its own route (a dedicated number or a promise to call back within the hour); quotes and appointments can wait until the end of the working day.
Three scripts you can use right away
Replace the parts in [brackets] with your own details.
Welcome message
“Welcome to [name] installations. We are currently working at a customer's site. Calling about a breakdown? Leave your name, address and phone number and clearly say it concerns a breakdown; we will call you back with priority. For quotes and appointments we respond at the end of the working day.”
After hours
“Welcome to [name] installations. We are currently closed. For urgent breakdowns, call our emergency line: [emergency number]. For everything else, we are available on weekdays from [time] to [time].”
Voicemail
“You have reached the voicemail of [name]. Leave your name, address and phone number and briefly describe the issue. Breakdowns are called back with priority.”
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