Free kit for home services
The Missed-Call Rescue Kit
The text-back, the after-hours reply and the phone script that keep missed calls from turning into lost jobs.
You can't answer every call when you're on a roof, under a sink or driving between jobs. But a caller who doesn't reach you can call the next company in seconds. This kit makes sure every missed call still gets an answer, and that the calls you do pick up turn into booked jobs.
Want it as a PDF? 7 pages, to print or keep. Enter your email and it downloads.
How to use this kit
- One play at a time. Start with play 1. Each one is a small change to how you already work, not a new system.
- Swap in your words. Words in braces, like {first} and {time}, are yours to fill in: the customer's first name, your open times, your link.
- Track one number. Every play ends with the one number to watch. Check it before you start and again a month later.
- Text people who said yes. Only text customers who agreed to get texts from you, and give them an easy way to stop. Email is fine for the rest.
What's inside
Play 1
Text back every missed call
A caller who doesn't reach you can call the next company in seconds. A text back keeps the conversation alive.
Do this
- Set up an automatic text when a call is missed.
- Make it a question, so they reply.
- Call back as soon as you're free.
Text to send
Sorry we missed your call! This is {company}. What can we help with? We'll call you right back.
Track: Missed calls that turn into booked jobs.
Play 2
Set an after-hours reply
Calls at night and on weekends are often the urgent ones. An instant reply tells them you got it and when you'll call.
Do this
- Turn on a different text-back after hours.
- Say when you'll call back.
- If you offer emergency service, say how to reach it.
Text to send
Thanks for calling {company}! We're closed right now and will call you back by {time} tomorrow. If it's an emergency, call {emergency line}.
Track: After-hours calls that turn into jobs.
Play 3
Record a voicemail that works
A good greeting tells callers they'll get a text and a call back, so they don't hang up and dial someone else.
Do this
- Keep it under 20 seconds.
- Say your company name, that a text is coming, and when you'll call.
- Ask them to leave the address and the problem.
What to say
Thanks for calling {company}. We're with a customer right now. You'll get a text from us in a minute, and we'll call you back shortly. Leave your address and what's going on, and we'll come prepared.
Track: Voicemails left, and callbacks booked.
Play 4
Call back in the right order
When you finally get a break, call the most urgent and the newest first.
Do this
- Check your missed-call texts and voicemails together.
- Call urgent problems first, then new customers, then the rest.
- Note what each caller needs before you dial.
Track: Minutes from a missed call to your callback.
Play 5
Answer the phone like a booking line
Every call is a chance to book. A simple script helps whoever answers.
Do this
- Greet, get the problem, get the address.
- Offer 2 time windows.
- Confirm by text.
What to say
Thanks for calling {company}, this is {name}. What's going on? ... I can have someone out {window1} or {window2}. Which works better?
Track: Calls answered, and calls booked.
Play 6
Confirm the visit by text
A confirmation with the time window and the tech's name cuts down on nobody-home visits.
Do this
- Text a confirmation right after booking.
- Text again when the tech is on the way.
- Include a way to reschedule.
Texts to send
You're booked with {company} for {day}, {window}. {tech} will text when on the way. Need to change it? Just reply here.
Hi {first}, {tech} from {company} is on the way and should get there in about {minutes} minutes.
Track: Visits where the customer was home and ready.
Play 7
Know what missed calls cost you
A number makes it real, and helps you decide what to fix first.
Do this
- Count your missed calls for one week.
- Guess how many were new jobs.
- Run the free missed-call calculator on our site to see what they're worth each month.
Track: Missed calls each week.
Copy this
Your text-back messages
Set these up in your phone system or answering app. Swap in your details.
During open hours: Sorry we missed your call! This is {company}. What can we help with? We'll call you right back.
After hours: Thanks for calling {company}! We're closed right now and will call you back by {time}. If it's an emergency, call {emergency line}.
On a job: We're with a customer right now. Text us the address and what's going on, and we'll call you back {when}.
Your first week
Four things to do this week.
- Turn on missed-call text back.
- Set your after-hours reply.
- Re-record your voicemail greeting.
- Count this week's missed calls.
Want it as a PDF? 7 pages, to print or keep. Enter your email and it downloads.
Free to use and share. The plays are advice on what to do and what to track, not a promise of results, and the templates aren't legal advice. Example names and times in the texts are fill-ins.
