Answering service for contractors: a practical checklist

The contractor's phone problem

You cannot answer from a ladder, under a sink or in a crawlspace, and the caller will not wait. Contractors lose calls because the work itself keeps them away from the phone.

What to require

Make sure any service you pick does these:

• Answers every call immediately, including when several arrive at once.
• Knows your trade's terms and asks for the details your crew needs.
• Separates emergencies from estimates and routes them differently.
• Books estimate visits on your calendar.
• Sends you a written summary after each call.

Estimates and pricing

Most contractors do not quote over the phone. The best use of an answering service is to book the estimate and collect the project details.

Check the records

You should be able to read or hear any call afterward. If you cannot see what was said, you cannot trust it or improve it.