📋 Quick Reference
"Thank you for calling Right Away Home Services! I'm [Your Name]. How can I make you more comfortable today?"
"Let me pull up your account. What's the best phone number and address I can reach you at?"
Always get contact info FIRST - it's your safety net if the call drops!
"The diagnostic fee is $99, or $69 for Comfort Club members. This covers the technician's visit and diagnosis. They'll give you upfront pricing for any repairs before starting work."
"Perfect! I have availability this afternoon or tomorrow morning. Which works better for you?"
Always use TWO OPTIONS - never ask yes/no questions for booking!
"By the way, have you heard about our Comfort Club? For just $16.99/month, you'd get today's diagnostic at $69 instead of $99, plus 20% off all repairs, AND a free annual tune-up worth $275."
Includes: $69 diagnostic, 20% off repairs, annual tune-up ($275 value), $100 toward new system
FREE with duct cleaning: Antimicrobial fogging + dryer vent cleaning ($275 value)
"I completely understand. The diagnostic fee covers the tech coming out with a fully-stocked truck, diagnosing the issue, and giving you upfront pricing. No surprises. Plus everything is backed by our warranty."
"Absolutely, that makes total sense! Let me pencil you in for tomorrow afternoon - that way you have time to chat, and if plans change you can always reschedule. Does 2pm or 4pm work better?"
"I'd be happy to help when you're ready! Can I get your email so I can send you a summary of our pricing and services? That way you have everything handy when you call back."
"I wish I could! We use upfront pricing which means our tech diagnoses the issue on-site and gives you an exact price before any work starts. That way there are no surprise bills."
Value → Price → Book - Never jump to price without value!
Use their name 3-5 times - Builds rapport naturally
Persist 2-3 times - Most bookings happen on attempt 2 or 3!