A simple call flow for chimney companies: greet, qualify, book and confirm, without sounding scripted.
Most homeowners call more than one company. The one that answers clearly, asks good questions and offers a time usually gets the job.
A call flow that works
- Greet: your company name and your first name. Smile; it can be heard.
- Listen: let them explain the problem before you ask anything.
- Qualify: address or ZIP code, type of fireplace or stove, fuel, when it was last serviced, and any symptoms such as smoke, smells or water.
- Recommend: say which service fits and why, in a sentence.
- Offer two times: "I have Tuesday morning or Thursday afternoon. Which works better?"
- Confirm: repeat the time, the address and the price or price range you quote, then send a text or email confirmation.
Questions about price
Give the price for the service if you have a set one, or explain what it depends on. Avoid quoting repairs over the phone before anyone has seen the chimney.
Missed calls
Call back as soon as you can. A quick text ("Sorry we missed you. This is [company]; reply here or call back to book") keeps the caller from moving on to the next number.
Video coming soon
Review your calls
If your calls are recorded, listen to a few each week with your team. Note what booked and what did not, and practice the hard questions together.
