DESIGN-Full-Workflow-Integration-end-to-end-

What to say on the phone

These scripts exist so the calm voice survives a busy Tuesday — they’re a handrail, not a cage. Stay human, stay calm, never alarmist. Every call ends the same way: a couple of lines jotted onto the customer’s record.

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Someone found us and called (inbound)

1. Warm open. “Thanks for calling A777ance, this is [name].” Match the calm voice.
2. Let them talk first. Let them describe the worry in their own words — “the grandkids are always on their tablets here and I don’t know what they’re getting into.” Don’t pitch over the top of them.
3. Name the category. “What we do is a bit like pest control, but for your home internet — we quietly keep the bad stuff out, and every month we send you a simple statement that shows what we handled.”
4. One next step. Book the free look in Setmore (03), or confirm the one they already have.
5. Money, said plainly. Mention the one-time $175 setup and the $35/month up front — never spring it on them at the quote (05). “There’s no contract; you can cancel anytime.”
6. Write it down.

A few questions worth asking (warming up the consult)

You don’t need many. These tee up a personal quote later:

• “Roughly how many things are on your Wi-Fi these days?”
• “Anybody in the house you especially worry about online — kids, an older parent?”
• “Anything been bugging you — slow video calls, a device acting weird?”
• “Who’s your internet company?”

Confirming the visit (call or text)

• Confirm the day, the time, the address, and who’s coming, by name — that’s the trust touch. “Jose will be by Thursday around 4.”
• “You’ll get a text the day before.”
• Write it down.

Voicemail greeting

“You’ve reached A777ance — pest control for your home internet. Leave your name, number, and your neighborhood, and we’ll call you back within CHANGE_ME hours. Or if it’s easier, there’s a link on our site to just pick a time.”

When they push back (keep it calm, don’t over-promise)

They say	What you say
“Isn’t this what my internet company’s $10 security does?”	“Theirs does a little. Ours does a lot more, and you actually see it every month — but mostly, we’re a person you can call, not a checkbox on a bill.”
“Why is there a setup fee?”	“It covers the real visit and install on your equipment. We don’t discount it because it’s real work — but there’s no contract trapping you afterward.”
“Can’t I just buy one of those apps?”	“You could get some of the tech for about $30 a year. What you can’t buy is a vetted local person who patched your TV while you slept and put their name on it. That’s the part we sell.”
“I need to think about it.”	“Totally fair. Want me to just hold a free-look slot? If the number doesn’t feel worth it after, you cancel, no hard feelings.”

The one rule: write down every call

After every call, add a couple of lines to that household’s record — who you talked to, what they care about, what’s next:

June 3, inbound, talked to the homeowner. Worried about the grandkids’ tablets when they visit. Booked a free look for Thursday PM. Next: text her the address reminder Wednesday.

A call nobody wrote down didn’t happen, as far as the consult is concerned (LAUNCH-NOTES #6). On the record this is the call_log — the field’s the same, the point is just: don’t lose what they told you.

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