Whoever answers your phone, whether it’s you between jobs, a family member, a receptionist or an answering service, should come off the call with the same five things. Get these and you can call back ready to quote, book or help. Miss one and the call back starts with “sorry, who was this again?”
The five questions
- “Can I grab your name?” First name is fine. Write it down straight away and use it once during the call.
- “What’s the best number to call you back on?” Don’t assume it’s the number they’re calling from. Read it back in small groups of digits.
- “What can we help with?” Let them explain. Then ask one follow-up that gets the detail you’d need to quote (see the lists below).
- “Where are you?” Suburb or address for anyone who travels to the customer. For everyone else, ask whether they’re a new or existing customer.
- “When suits you, and how urgent is it?” This tells you who to call back first.
Finish by reading it back in one sentence: “So that’s Sam on 0412 345 678, leaking hot water system in Thirroul, and you’d like someone today if possible.” Then tell them what happens next and when.
Extra questions by trade
Plumbers
- Is water leaking right now? Have you been able to turn it off at the meter or tap?
- Hot water: gas, electric, or heat pump? How old is the system, roughly?
- Blocked drains: inside or outside? One fixture or several?
- House, unit or business? Owner or renting?
Electricians
- Is anything sparking, burning, smelling hot, or has the power gone completely? If so, tell them to switch off at the switchboard if it’s safe and stay clear.
- What’s not working: one room, one circuit, or the whole place?
- For new work: what are you after, and is it a new build, renovation or existing home?
Builders and renovators
- What’s the project, and what stage is it at (ideas, plans, approvals, ready to start)?
- Do you have a rough budget or timeframe in mind?
- Can you send photos or plans? Where should we send a link?
Cleaners
- Regular, one-off, end-of-lease or after a renovation?
- How many bedrooms and bathrooms? Any carpets, windows or ovens?
- Is there a date it needs to be done by?
Mechanics and auto services
- Make, model and year of the car?
- What’s it doing (noise, warning light, won’t start)? Is it safe to drive?
- Is it due for a service anyway?
Salons, beauty and wellness
- Which treatment or service, and is it their first visit?
- Any preferred practitioner, day or time?
- For colour or skin treatments: have they had a patch test or consultation with you before?
Health clinics and allied health
- New or existing patient? Do they have a referral, and are they claiming through insurance or a scheme?
- What are they hoping to book (initial consult, review, specific treatment)?
- Don’t ask for or record medical details over the phone beyond what you need to book, and if anyone describes an emergency, tell them to hang up and call emergency services.
Accountants, bookkeepers and other professional services
- Individual, sole trader or company?
- What do they need help with, and is there a deadline (tax return, BAS, audit)?
- How did they hear about you?
Real estate and property management
- Buying, selling, renting or a current tenant?
- Which property or address?
- For maintenance: is it urgent (no water, no power, unsafe, not secure)?
What not to do on the first call
- Don’t quote a price you can’t stand behind. “It usually starts from” plus a call back is safer than a number you’ll have to walk back.
- Don’t promise a time you can’t check. Take their preference and confirm when you call back.
- Don’t over-interview. Five questions and one or two follow-ups. The rest can wait until you call back.
Make it a habit
Print the five questions and stick them next to the phone, or save them as a note on every phone that answers business calls. Same questions, same order, every time. That consistency is what makes a busy business feel well run to a new customer.