Every inquiry you paid for in time or money is wasted if the reply is slow, vague or forgotten. By the end of this lesson you’ll have response times to aim for, a phone script, the questions to ask on every first call, ready-to-send replies for missed calls, texts, web forms and emails, and a way to end each conversation with a booked visit, a clear no, or a follow-up date.
Set your response times
Decide these now and write them down, so you don’t decide case by case at 9 p.m.:
| Inquiry comes in by | Reply within | How |
|---|---|---|
| Phone call you answer | Right away | The script below |
| Missed call or voicemail | 1 hour during working hours | Text first, then call |
| Text message | 1 hour during working hours | Text back with two visit times or one question |
| Web form or email | Same working day | Call if they left a phone number; email if not |
| Anything after hours | Before 9 a.m. the next working day | An automatic reply that says when you’ll answer |
These are our recommended targets, not rules. If you’re on a roof all day, block two short slots, for example 12:00 and 4:30, to return everything.
An after-hours auto-reply you can use:
“Thanks for contacting [Business]. I’m with a customer right now and will reply by [time] tomorrow. If it’s an emergency, like an active leak, please say so and I’ll call back as soon as I can.”
Only add the emergency line if you actually take emergency calls.
A voicemail greeting that gets you a useful message:
“You’ve reached [Name] at [Business]. I’m probably on a job. Please leave your name, your address or town, and what you need done, and I’ll call you back by [the end of the day / within two hours during working hours].”
The first phone call: a five-minute script
- Greet: “[Business], this is [Name].”
- Let them explain the job without interrupting. Take notes.
- Ask the intake questions (next section).
- Say what happens next: “Here’s how I work: I come out, look at the job, and send you a written estimate within [two] working days.”
- Book or close: offer two specific times, not “when works for you?” “I can come Tuesday at 4 or Thursday at 8. Which is better?”
- Confirm by text right after the call, with the date, time, address and what to have ready.
If the job isn’t a fit, say so on the call (see “When to say no” below).
The questions to ask on every first call
Ask the same questions every time, so you can compare jobs and nothing important is missed:
| Question | Why you ask |
|---|---|
| What do you need done, in your own words? | The scope, and the words to use in your estimate |
| Where is the property? | Is it inside your service area, and how long is the drive? |
| Do you own the property? | A tenant usually can’t approve the work; you’ll need the owner or manager |
| When do you want it done? | Urgent, this month, or “just getting prices” |
| Is anything already broken or leaking? | Safety and urgency; it may change what you do first |
| Have you had other estimates? | You’ll know you’re being compared, and against what |
| Do you have a budget in mind? | Ask it plainly; if they don’t know, ask whether they’d like a range first |
| Who else needs to be there to decide? | Book the visit when every decision-maker can be there |
| Can you text me a few photos? | You may be able to give a range or spot a problem before the visit |
| How did you hear about me? | Your lead source, for the 30-day review |
Write the answers in the same place every time, not scattered across texts and paper. A simple inquiry log:
| Date | Name and phone | Address | Job | Source | Next step | By when | Result |
|---|---|---|---|---|---|---|---|
| Visit / No / Follow up | Booked / Lost / Won |
Reply templates for each channel
Missed call, text back:
“Hi, this is [Name] from [Business]. Sorry I missed your call, I was on a job. What can I help you with? You can reply here or I’ll call you back at [time].”
Text inquiry with enough detail:
“Thanks, [Name]. A [water heater replacement] is something I do often. I can come look at it [Tuesday at 4] or [Thursday at 8]. Which works? Please send the address and a photo of the current heater and its label.”
Web form or email:
“Hi [Name], thanks for reaching out about [your bathroom fan]. A few quick questions so I come prepared: [1–2 questions]. I can visit [day/time] or [day/time]. If a call is easier, I’m at [number].”
Price-first question (“How much for…?”):
“Good question. It depends on [two things that change the price]. Most [jobs like this] I do fall between $[low] and $[high]. To give you an exact price, I’d need to see it. I can come [time] or [time].”
Only give a range you’re confident in, based on your own pricing, and say it’s a range, not a quote.
When to say no, and how
Saying no quickly is part of a good reply. It saves both of you a wasted visit.
| Situation | What to say |
|---|---|
| Outside your service area | “Thanks for thinking of me. [Town] is outside the area I cover, so I wouldn’t be able to give you good service. You might try [a trusted contractor] instead.” |
| Work you don’t do | “That’s not work I do, so I’d rather not guess at it. For [that type of job], I’d look for a [specialist].” |
| Work that needs a license you don’t have | Say no, even if they insist. Doing licensed work without the license can put you and them at risk. |
| Booked up | “I’m booked until [date]. If that works for you, I can put you on the calendar now; if not, I understand.” |
Refer them to someone else when you can. It costs you nothing and the other contractor may return the favor.
End every inquiry with one of three outcomes
- A booked visit, with a confirmation text.
- A clear no, with a referral if you have one.
- A follow-up date, if they’re “just getting prices” or need to talk to someone first: “Can I check back with you on [Friday]?” Then put it in your calendar.
An inquiry with none of these is the one that gets lost.
Before the visit, prepare with the site visit checklist.
Your next action
This week:
- Write your response times and the two daily slots when you’ll return messages.
- Save the four reply templates as text shortcuts on your phone.
- Set up an after-hours auto-reply on your phone and email.
- Set up the inquiry log and a note template with the ten intake questions, and use them for every new inquiry.
FAQ
How fast should a contractor respond to a new lead?
Set a target you can keep and write it down. We recommend answering calls when you can, returning missed calls and texts within an hour during working hours, and web forms or emails the same working day. If you can’t check your phone on the job, block two short slots each day to reply to everything.
Should I give a price over the phone?
Only a range, and only when you’re confident in it from your own past jobs. Say clearly that it’s a range and that the exact price comes after you see the job. If you can’t give a useful range, offer to come out instead.
Should I charge for the estimate visit?
It depends on your trade and market. Should contractors charge for estimates covers the trade-offs and ways to charge without losing good leads.
Answer and book faster with MotionOps
MotionOps is field service software for contractors. Lead Source Tracking records how each customer heard about you, and On Site Assessment schedules the estimate visit with its checklist and photos, so every inquiry starts in one place.
See all features or compare plans. When you’re ready for your first jobs, book a MotionOps demo.
Contractor Starter Hub: Turn Leads Into Booked Jobs, lesson 1 of 5
- Next lesson: Site Visit Checklist for Contractors: Qualify the Job and Measure Once
- All five lessons: Turn Leads Into Booked Jobs
