When you miss a call, the text you send back does one job: keep the customer from calling the next company. It does not need to sell anything. It needs to say who you are, that you got the call, and ask one easy question.
Below are templates for three trades. Swap in your own name and business, and keep the ones that sound like you.
Rules for any missed-call text
- Name the business in the first few words. The customer may have called three companies. Tell them which one you are.
- Say sorry once, and keep it short.
- Ask one question they can answer in a few words. A question gets a reply. A statement gets ignored.
- Do not promise a time you cannot keep. "We'll call you back shortly" is fine. "Someone will be there in an hour" is not, unless it is true.
- Keep it short and plain. A text of about 160 plain characters goes as one piece. Emojis and special characters can split it into more.
Plumbers
Plumbing calls are often urgent, so the first question should sort out whether water is running. More on how we set this up for plumbing companies.
Daytime, you are on a job: "Hi, it's [Name] at [Business]. Sorry I missed your call, I'm on a job. Is this a leak, or something that can wait a day?"
After hours: "[Business] here. We got your call. If water is running and you know where the main shut-off is, turn it off. What's going on?"
General: "Thanks for calling [Business]. What can we help with? Reply here and I'll get back to you as soon as I'm off this job."
HVAC
In summer and winter, the question that matters is whether the system is out completely or just struggling. See how it fits HVAC companies.
Peak season, cooling: "Hi, this is [Business]. Sorry we missed you. Is your AC not cooling at all, or just not keeping up?"
Peak season, heating, after hours: "[Business] here, we got your call. Is the heat completely out? Reply with what's happening and we'll be in touch [when you'll reply]."
Off season: "Hi from [Business]. Sorry we missed your call. Are you calling about a tune-up or a repair?"
Roofers
Roofing calls split into active leaks, storm checks and quotes. Ask which one first. More for roofing companies.
On a roof: "Thanks for calling [Business]. We're up on a roof right now. Is this an active leak, or are you looking for an estimate?"
After a storm: "Hi, it's [Business]. Sorry we missed your call. Is water coming in now, or do you want someone to look at storm damage?"
Quote request: "[Business] here. Got your call. What's the address, and is it a repair or a full replacement?"
After they reply
The template only starts the conversation. Read the reply, answer in your own words, and call when a call is faster. If the customer gave you an address or a problem, use it in your answer so they know a person read it.
Send it every time
A template only helps if it goes out on every missed call, including the busy days and the late nights. That is the part to make automatic. Read how missed-call text back works, and run your own numbers in the missed-call calculator.