The Moment That Matters

You get a lead. Form submission, phone call, text message, doesn't matter how.

What happens in the next 2 to 10 minutes determines whether you win or lose the job.

Most tradies wing it:

This isn't bad. But it's not strategic.

This playbook shows you exactly what to say, when to say it, and why it works, based on hundreds of lead interactions we've optimised for clients.

The Short Answer

When a lead comes in, your first job isn't to quote it, it's to build trust, qualify the person, and lock in the next step. Call within 5 minutes, use their name and reference their specific inquiry, ask questions to understand the situation before you talk price, then book an appointment to confirm the quote. Back that conversation with an automated follow-up sequence (text, then 2 hours, next day, 3 days, 1 week) so no lead ever goes cold. Done consistently, this lifts conversion from around 15 to 20% up to 30 to 40%.

The Core Principle

People hire people they trust.

Your goal in first contact isn't to quote the job (yet). It's to:

  1. Build trust quickly
  2. Qualify the lead (are they serious?)
  3. Set yourself apart from competitors
  4. Get commitment to next step

Then you talk pricing.

The First Response (Within 5 Minutes)

If They Filled Out a Form

Call them immediately.Don't text first, don't email. Call.

“Hi [Name], this is [Your Name] from [Business]. You just inquired about [service] on our website. Thanks for reaching out! Do you have 2 minutes to chat?”

Why this works:

If They Don't Answer (Voicemail)

“Hi [Name], this is [Your Name] from [Business]. You just inquired about [service]. I'll send you a quick text so we can chat when you're free. Looking forward to helping with your project!”

Then immediately text:

“Hi [Name], [Your Name] from [Business] here, just tried calling about your [service] inquiry. When's a good time to chat? We're available [hours today]. Reply with a time or call me at [number]. Thanks!”

If They Called You

Correct:“[Business Name], this is [Your Name], how can I help?”

Incorrect:“Hello?” or “Yeah, g'day?”

The Discovery Call Script

Once you have them on the phone, use this framework:

Step 1: Acknowledge (15 sec)

“Thanks for reaching out to us. Really appreciate you considering us for your [project/service].”

Sets positive tone, builds rapport.

Step 2: Understand Situation (2 to 3 min)

“Tell me what's going on with [the issue]?”

“How long has this been happening?”

“Have you had anyone look at it yet?”

Shows you care, uncovers details, builds trust. Listen more than you talk.

Step 3: Qualify (1 to 2 min)

“When were you hoping to get this done?”Translation: Urgent or browsing?

“Is this something you're definitely moving forward with, or are you still in the research phase?” Translation: Serious buyer?

“Have you got a budget in mind for this?”Translation: Can they afford you?

Step 4: Position Value (1 to 2 min)

Don't just say “we're the best.” Explain HOW.

Quality: “We've been doing [service] for [X] years. All work is licensed, insured, and guaranteed.”

Speed: “Most of our jobs are done same-day or next-day. We know you don't want to wait.”

Step 5: Set Expectations (1 min)

“To give you an accurate quote, I'll need to see it in person. I can come by [tomorrow] around [time]. Does that work?”

Removes uncertainty, filters price shoppers.

Step 6: Get Commitment (30 sec)

“Let me lock in [day] at [time]. I'll send you a confirmation text with the details. Sound good?”

Reduces no-shows, clear next step.

Step 7: Close (15 sec)

“Perfect. You'll get a confirmation text in a few minutes. If anything changes, just text or call. See you [day/time].”

The Full Call Flow (Example)

Scenario: Electrician responding to switchboard upgrade inquiry.

You:“Hi Sarah, this is Glenn from G-TEC Electrical. You just inquired about a switchboard upgrade on our website. Thanks for reaching out! Do you have 2 minutes to chat?”

Customer:“Yeah, sure.”

You:“Awesome. Tell me what's going on with your switchboard?”

Customer:“Our lights keep flickering, and the electrician who came out said it's old and needs upgrading.”

You:“Okay, so you've already had someone look at it. What did they quote you, if you don't mind me asking?”

Customer:“He said around $3,500, but we wanted to get a few quotes.”

You:“That's pretty standard. When were you hoping to get this done?”

Customer:“Sooner rather than later. The flickering is driving me crazy.”

You:“I hear you. We can usually get these done within a week. To give you an accurate price, I need to see what's there. I can swing by tomorrow around 10am for a quick look. Does that work?”

Customer:“Yeah, that should be fine.”

You:“Perfect. Just so you know, we're licensed and guarantee all work. Most upgrades run $2,500 to $5,000. You're probably looking at $3,000 to $3,500, but I'll confirm when I see it. Sound reasonable?”

Customer:“Yeah, that's about what we expected.”

You:“Great. I'll lock in tomorrow at 10am. You'll get a text confirmation shortly. See you tomorrow, Sarah.”

Call length: 3 to 4 minutes. Result: Booked appointment + Qualified + Rapport built.

Common Scenarios & How to Handle

“How much does it cost?”

Bad:“I can't tell you without seeing it.”

Good: “Great question. Most [service] jobs run between $[X] and $[Y]. Once I see your specific situation, I can give you an exact price. Does that make sense?”

“Can you just give me a ballpark?”

Simple Job: “Based on what you've told me, probably $[X] to $[Y]. But let me see it to be sure. Fair?”

Complex Job: “I wish I could, but it varies a lot. I've seen range from $[low] to $[high]. I need to assess on-site to be accurate.”

“I'm just getting quotes.”

“Absolutely, smart to compare. Just so I don't waste your time, are you definitely moving forward with this, or still deciding?”

Qualifies intent immediately.

“What makes you different?”

“Few things: We show up when we say we will. We clean up after ourselves. All our work is guaranteed. That's why we have [X] 5-star reviews.”

“That's more expensive than I expected”

Don't panic. Don't drop price.

“I get it. Can I ask, what were you expecting to pay?”

Then explain your value (what's included) or address the gap.

The Follow-Up Sequence

Attempt 1, Immediate: Call + Voicemail + Text immediately.

Attempt 2, 2 Hours Later: “Hi [Name], tried calling earlier. Still keen to chat? I'm available until [time].”

Attempt 3, Next Day: “Morning [Name], following up on [service] inquiry. Still need help?”

Attempt 4, 3 Days Later: Email + Text.

Attempt 5, 1 Week Later (Final): “Assume you've sorted your need. Here if you need help in future.”

Automation Makes This Easier

What your CRM handles:

What YOU handle:

Result: Zero missed leads. Professional experience.

What NOT to Say

Avoid:“Um, yeah, so like, we could probably come look...”

Say:“I can come by tomorrow at 10am for a quick assessment.”

Avoid:“We're the cheapest in town!”

Say:“We're not the cheapest, but we guarantee our work.”

Avoid:“I'll get back to you in a few days.”

Say:“You'll have a quote by end of day tomorrow.”

Template Library

Save these as templates in your phone or CRM.

Initial Response Text: “Hi [Name], [Your Name] from [Business] here, just tried calling about your [service] inquiry. When's a good time to chat? We're available [hours]. Reply with a time or call [number]. Thanks!”

Follow-Up Text (2 hours): “Hi [Name], still keen to chat about [service]? I'm available until [time] today. Call or text [number]. Cheers!”

Quote Follow-Up: “Hi [Name], just checking you got my quote for [service]. Any questions? Happy to explain anything. Thanks, [Your Name]”

Appointment Reminder: “Hi [Name], confirming our appointment tomorrow at [time] for [service]. See you then! If anything changes, text or call. Cheers, [Your Name]”

The Metrics That Matter

If your metrics are below goals, review your script/process.

Real Client Example: G-TEC Electrical

Before:

After (System + Script):

Result: Part of 300% lead increase.

The Bottom Line

You don't need to memorise scripts word-for-word. Just internalise the framework: Professional tone, ask questions, qualify, set expectations, get commitment.

Do this consistently, and you'll convert 30 to 40% of leads instead of 15 to 20%.

Frequently Asked Questions

Should I call or text a new lead first?

If they filled out a form, call first, every time. A call feels personal and lets you build rapport and qualify on the spot. If they don't pick up, leave a short voicemail and immediately follow with a text so they have an easy way to reply when they're free.

Should I give a price over the phone?

Give a range, not a firm number. Saying “most jobs like this run between $X and $Y, and I'll confirm once I see it” answers the question, filters out pure price shoppers, and still gets you to the appointment where you can quote accurately. Refusing to say anything at all just frustrates the caller.

How many times should I follow up before giving up?

Five touches over about a week is the sweet spot: immediate, 2 hours, next day, 3 days, then a final message at one week. Most businesses quit after one attempt, so simply following up more than once already puts you ahead of the competition.

Turn This Playbook Into a System You Don't Have to Run Manually

On a quick call we'll walk through how your team currently handles inquiries, tailor these scripts to your trade and pricing, and set up the automated follow-up sequence in your CRM so every lead gets the instant response and the 5 touches without you remembering a thing. You just take the call and use the framework.

Build my lead response system