Customer Communication

Professional communication builds trust and converts leads into customers. This guide covers best practices for phone calls, texts, emails, and managing customer expectations.

Why Communication Matters

Good communication:

• Builds trust before you even meet
• Converts more leads into bookings
• Reduces misunderstandings and complaints
• Sets professional expectations
• Creates repeat customers

Poor communication:

• Loses leads before you start
• Creates misunderstandings
• Leads to complaints and bad reviews
• Damages your reputation

Phone Call Best Practices

Answering Calls

First impression matters:

"Hi, this is [Your Name] from [Your Business], how can I help?"

Professional approach:

• Answer promptly (within 3 rings if possible)
• Use your name and business name
• Sound friendly and professional
• Be ready to listen

Avoid:

• ❌ "Hello?" (too casual)
• ❌ Long voicemail messages
• ❌ Background noise
• ❌ Rushing the call

During the Call

Listen first:

• Let customer explain the problem
• Don't interrupt
• Ask clarifying questions
• Take notes

Be helpful:

• Offer solutions, not just quotes
• Explain what you'll do
• Set clear expectations
• Be honest about timelines

End professionally:

• Confirm next steps
• Confirm time/date if booking
• Provide your contact info
• Thank them for calling

Phone Call Scripts

Initial inquiry:

"Hi, thanks for calling [Your Business]. I'm [Your Name]. What can I help you with today?"

After they explain:

"I understand - [repeat back what they said]. Let me ask a few questions to make sure I can help..."

Ending the call:

"Perfect. So I'll [action] and get back to you by [time]. My number is [number] if you need anything. Thanks for calling!"

Text/WhatsApp Communication

Why Text/WhatsApp Works

Many customers prefer text:

• Faster response
• Less intrusive
• Can send photos
• Easy to reference

Best Practices

Professional but friendly:

• Use proper grammar (not too casual)
• Be concise
• Respond quickly (within 30 minutes)
• Use emojis sparingly (one smiley is fine)

Good text example:

Hi [Name], thanks for your message. I'm [Your Name], a local plumber. I'd be happy to help with your [issue]. Are you available for a quick call to discuss, or would you prefer I come out to have a look? I'm available [time]. Thanks!

What to include:

• Your name and business
• Acknowledge their issue
• Offer next steps
• Mention availability
• Professional but friendly tone

Avoid:

• ❌ "k" or "yeah" (too casual)
• ❌ Too many emojis
• ❌ Slang or abbreviations
• ❌ Long paragraphs (hard to read on phone)

When to Use Text vs. Call vs. Email

Method	Best For	When to Use
Text/WhatsApp	Quick questions, confirming times, sending photos/quotes, follow-ups	Fast, less intrusive, easy to reference
Phone	Complex issues, urgent problems, initial conversations	When customer prefers phone, need immediate response
Email	Professional jobs, detailed quotes, formal communication	Non-urgent, need documentation, longer messages

Email Communication

Professional Email Structure

Subject line:

• Clear and specific
• "Re: Your plumbing inquiry - [Your Business]"
• Not: "Hi" or "Question"

Email body:

Hi [Name],

Thanks for your inquiry about [issue]. I'm [Your Name] from [Your Business].

[Address their specific question/issue]

[Next steps - quote, visit, etc.]

I'm available [times] if you'd like to discuss further.

Best regards, [Your Name] [Your Business] [Phone] | [Email]

Keep it:

• Professional but friendly
• Clear and concise
• Action-oriented
• Easy to read

Email Response Times

Best practice:

• Within 2 hours: Business hours inquiries
• Within 24 hours: All inquiries
• Same day: Urgent/emergency inquiries

Set expectations:

• Auto-reply: "Thanks for your message. I'll respond within [time]."
• Manage expectations about response times

Setting Expectations

Time Expectations

Be clear about:

• When you'll respond
• When you can visit
• How long the job will take
• When you'll send quote

Good examples:

"I'll send you a quote by tomorrow afternoon." "I can visit tomorrow between 2-4pm, does that work?" "This type of job usually takes about 2-3 hours."

Avoid:

• ❌ "I'll be there soon" (too vague)
• ❌ Overpromising on speed
• ❌ Not communicating delays

Price Expectations

Be transparent:

• "I'll provide a free quote when I visit"
• "Typical jobs like this are around £X-£Y"
• "I charge £X per hour / fixed price of £X"

Set expectations:

• When they'll get the quote
• What's included
• Payment terms
• Any potential extra costs

Managing Difficult Conversations

Price Objections

Customer says: "That's expensive"

Good response:

"I understand. Let me explain what's included: [list]. The price reflects [quality materials/professional service/guarantee]. I'm happy to discuss options if you'd like to explore alternatives."

Don't:

• ❌ Immediately lower price
• ❌ Get defensive
• ❌ Dismiss their concern

Complaints

Listen first:

• Let them explain fully
• Acknowledge their concern
• Apologize if needed
• Offer solution

Good approach:

"I'm really sorry to hear that. Let me understand what happened: [their concern]. I want to put this right. How would you like me to proceed?"

Follow through:

• Do what you say you'll do
• Communicate progress
• Make it right

Communication Templates

Initial Inquiry Response (Text)

Hi [Name], thanks for your message. I'm [Your Name] from [Your Business]. I'd be happy to help with your [issue]. When would be convenient for me to visit? I'm available [times]. Thanks!

Quote Follow-Up (Email)

Hi [Name],

Following up on the quote I sent for [job]. Just checking if you'd like to go ahead or if you have any questions?

I'm available [times] if you'd like to discuss.

Thanks, [Your Name]

Job Confirmation (Text)

Hi [Name], just confirming our appointment: [Date] at [Time] for [job]. Address: [Address]. I'll call when I'm on my way. See you then!

After Job Completion (Text)

Hi [Name], job completed! Hope you're happy with the work. If you need anything else, just let me know. Thanks for choosing [Your Business]!

Response Time Standards

Best Practice Response Times

Method	Business Hours	Outside Hours	Best Practice
Phone calls	Answer within 3 rings	Return missed calls within 1 hour	Answer if possible, call back quickly
Texts/WhatsApp	Within 30 minutes	Within 2 hours	Fast response shows you're available
Emails	Within 2 hours	Within 24 hours	Professional response time
Quotes	Within 24-48 hours	Within 24-48 hours	Faster for urgent work

Managing Expectations

If you can't respond quickly:

• Set auto-reply: "Thanks for your message. I'm on a job but will respond by [time]."
• Let customers know: "I'll call you back by 5pm today"

If delayed:

• Communicate early: "Running 30 minutes late, will be there by [time]. Sorry for any inconvenience!"

Quick Wins

This Week

1. Create response templates
2. Set up auto-replies
3. Practice phone greeting
4. Improve response times

This Month

1. Track response times
2. Get feedback on communication
3. Refine templates
4. Improve consistency

Key Takeaways

✅ Answer promptly - Fast response builds trust

✅ Be professional - Clear, friendly, helpful communication

✅ Set expectations - Clear timelines and next steps

✅ Listen first - Understand before responding

✅ Follow up - Don't leave customers hanging

✅ Use templates - Save time, stay consistent

✅ Manage difficult conversations - Stay calm and professional

Next Steps

1. Create templates - Phone, text, email scripts
2. Practice phone greeting - Professional first impression
3. Improve response times - Faster = more conversions
4. Set expectations - Clear communication about timelines
5. Track feedback - See what's working

Remember: Communication is your first impression. Professional, helpful, and timely communication converts leads and builds trust before customers even meet you.