LIVE The purpose of the Introductory Phone Call is to introduce yourself, and to provide the customer an accurate estimate of your arrival time within the pre-set window.
The Introductory phone call should be conducted within 60 minutes of arriving at the shop/warehouse. The lead installer of the job should be conducting the call.
Key points to cover during your Introductory Phone Call
Introduce yourself as the Installer coming to their home
Introduce who will be coming with you and how many vans
Tell them that you are looking forward to working on their project
Confirm your arrival time
Confirm arrival expectations (animals, knocking, etc.) and parking arrangements
Answer any additional questions the customer may have
The tone of the introductory phone call should be:
Respectful: Use phrases like, “Thank you”, “Yes Sir” and “Yes Ma’am”.
Warm: Tone of voice should be warm and friendly, yet professional. Be sure to smile during the conversation – the customer can hear it!
Genuine & authentic: Authenticity is key! Be yourself and allow your personality to shine!
Positive: Having a positive attitude projects professionalism and confidence. Attitudes are contagious – is yours worth catching?
Certification Steps (as outlined by the California Closets Professional Installation Experience Competency Model):
Reviews Customer Details page to verify any directions, parking restrictions, building requirements, etc.
Estimates installation time and most efficient drive route to job site
Estimates potential time back to the facility
Contact client to confirm approximate arrival time and parking guidelines a minimum of 30 minutes prior to scheduled start time
Offers to answer any questions prior to arrival
Adheres to Safe Work protocols
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