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The professional way to answer phone calls

Discussion in 'Starting a Lawn Care Business' started by LawnBoy627, Jul 27, 2011.

  1. LawnBoy627

    LawnBoy627 LawnSite Member
    Messages: 94

    I know this sounds like a no brainer to some of you, but in your opinion what is the best way to answer phone calls from customers? Is there a sequence of questions you ask the customer?
  2. ny scaper

    ny scaper LawnSite Member
    Messages: 171

    There is not much of a sequence over the phone. They want a # right then, but that is not smart. I would say, I appreciate your call and would like to look at the property before providing any estimate(s). When would be a good time for you? I would definitely tery and fit a prospective client in within one-two days max. They want an answer asap and wont wait around on you.
    That way they get to meet you and you have more of a personal one on one with them. Small talk is a plus and you going out of your way and making the effort to check there place out so quickly may take you a long way.
    Then ask questions - My first one would be what are there expectations for the lawn and why are they calling you now? Why did it not work out with the last guy? You can phrase that question in a way that you are asking because you want to make them happy. bag or no bag?, do they expect weekly cut, trim, etc.? day in week and time in day you'll be there matter?
  3. ReddensLawnCare

    ReddensLawnCare LawnSite Bronze Member
    Messages: 1,651

    I agree with ny scaper about you asking the questions..something I tell any potential customers is that I am not the cheapest, or the most expensive, but I do great work and provide references without them even asking. I never give a price right of my cuff, i try to normally sleep on it one night atleast. When talking to the h/o it is vital to assess if they are going to be a pita, or a good customer. If they are a pita on the phone, they will be a pita in person, and about their yard. Charge accordingly b/c you will be out there more than you think over stupid stuff
  4. ny scaper

    ny scaper LawnSite Member
    Messages: 171

    What he said too is spot on. Lets you think "off" your feet.
  5. allyear

    allyear LawnSite Member
    Messages: 2

    Well said ny scaper
  6. LawnBoy627

    LawnBoy627 LawnSite Member
    Messages: 94

    Thanks ny scaper! That helps alot!
  7. MowHouston

    MowHouston LawnSite Bronze Member
    Messages: 1,012

    One question I always ask new customers: "Have you hired a lawn service company in the past or is this your first time?"

    Helps me understand how many further questions I may need to ask or whether or not I might need to explain certain things to them.

    If they say "yes". I ask why they've chosen to move to another company. I will then focus my attention on the aspects that they weren't happy about.

    Helps a lot for me.
  8. ReddensLawnCare

    ReddensLawnCare LawnSite Bronze Member
    Messages: 1,651

    VERY GOOD POINT:clapping::clapping::clapping:
  9. MowHouston

    MowHouston LawnSite Bronze Member
    Messages: 1,012

    I originally came to post in this thread to answer what I thought was the original question: "How do you answer the phone?" as in, what is your greeting. It seems like most of the answers revolved around what questions to ask the customer.

    When I answer the phone, I use this format which was used, in most part, when answering the phone in the military.

    "Thank you for calling <Business Name>, this is <Your Name>. How can I help you?"

    Useless fact: In the Air Force we were directed to answer the phones in the following manner:

    <Squadron>, <Department>, <Rank and Name> speaking, How can I help you?

    So its basically based off of that.
  10. cpllawncare

    cpllawncare LawnSite Silver Member
    Messages: 2,659

    I so remember those days as well LOL! Good way to do it though!

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