STEP 2 OF 8
Initial phone call
Understand what they need and whether the job is a fit.
Start with their project
Introduce yourself, say which inquiry you are returning, and check that it is a good time for a short conversation. Let the customer describe the work before you start suggesting a solution.
Try: “Tell me what you’re hoping to have done.” Then ask, “What made you want to tackle it now?” This helps separate the actual problem from the first solution they had in mind.
Tip: Write down their own words. A customer who wants privacy may care about a different fence design than someone trying to contain a dog.
Get the basics before booking a visit
Confirm the service, job address, approximate size, desired timing, and whether they own or manage the property. Ask for a couple of photos if those will help you judge the work.
Keep a short note: name, contact details, location, project, timing, and next step. Ask how they found you so you can see which lead sources produce useful inquiries.
Tip: Do not turn the call into an interrogation. Explain why a question matters: “I’m checking access so I know whether our equipment will fit.”
Talk about expectations and budget
Find out what the customer expects the finished result to look like and what matters most: appearance, durability, timing, or keeping the cost down. Ask whether they have a budget in mind without treating it as the price you should automatically charge.
If you know a realistic range from comparable work, explain the assumptions behind it. Say clearly that a range is not a final quote and that site conditions can change the price.
Tip: If the budget and likely scope are far apart, explain that before either of you spends time on a visit. Offer a smaller scope only if it genuinely makes sense.
Check whether the job fits
Consider your service area, skills, equipment, team capacity, and the customer’s timeline. A lead is useful when you can deliver the work well and at a price that works for your business.
If it is not a fit, say so clearly. If you know a suitable contractor, offer an introduction without promising their availability or price.
Tip: Do not promise a start date just to keep someone interested. Tell them what needs confirming first.
Book a useful onsite consultation
Agree on the time, location, expected purpose, and any information the customer should have ready. Where relevant, ask whether the other people involved in choosing the scope can attend.
Send a short confirmation: “See you at [address] on [day/time]. We’ll look at [project], take measurements, and discuss options. Please let me know if anything changes.” Disclose any consultation charge before booking.
Tip: Before hanging up, repeat the next step. A conversation without a clear next action is easy for both sides to forget.