Lives in: a business phone line (Google Voice / OpenPhone) + text. Go-live: set your hours, record the greeting, decide who picks up; write every call onto the customer record.
This is the most human stage, and on purpose. Every software instinct says “automate the phone away.” A trust business does the opposite. When someone is deciding whether to let a stranger onto their home network, a real person picking up and saying “yeah, here’s exactly what we’d do” is the product — right at the moment of biggest doubt. A nervous homeowner isn’t going to hand their Wi-Fi to a chatbot.
| File | What it is |
|---|---|
call-scripts.md |
What to say on the inbound call, the confirmation, and voicemail — plus the one logging rule |
| Setting | What it is |
|---|---|
| The number | CHANGE_ME (Google Voice / OpenPhone) |
| Hours | CHANGE_ME — post them on the Google listing (01) and actually keep them |
| Greeting / voicemail | The brand voice (00); see call-scripts.md |
| Who picks up | The operator who covers that route (02); otherwise the founders |
| Text | Appointment reminders + “your statement’s ready” nudges |
After every call — in or out — jot a couple of lines onto that household’s record (call_log).
That way the consult (05) starts warm: nobody makes the customer repeat the thing they
already explained, which is exactly the kind of small disrespect that sinks a trust pitch
(LAUNCH-NOTES #6). Where
the phone tool can write the note for you, great (11); where it can’t, you type it — but it
never gets skipped.