# 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.

---

## 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](../LAUNCH-NOTES.md#6-call-not-logged-to-the-crm--consult-starts-cold)). On the
record this is the `call_log` — the field's the same, the point is just: don't lose what they
told you.