​Core principles

• Speed beats script. First contact within ≤60s closes more than any wording tweak.

• Multiple channels. Call + SMS + Email.

• Persistence without pestering. 5 touches in 24h; 12 touches in 7 days.

• Always offer the earliest slot. Reduce friction to an on-site booking.
   

Required setup

• Call tracking with recordings + outcomes (ready-to-buy / quote-only / out-of-area / spam).

• CRM fields: service needed, city, top zips, desired time, notes.

• SMS number tied to brand; opt-out “Reply STOP to end.”

• Templates loaded (below) and assigned to roles (dispatcher/CSR).
   

The 7-Touch Cadence (sample timing)

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Day 0 (within 60s)

1. Call #1 → If no answer, voicemail + SMS #1.

   • Voicemail: “Hi {{Name}}, this is {{Rep}} with {{Company}}. Saw your request for {{service}} in {{city}}. We have an opening today at {{time}} or tomorrow morning. Call/text me at {{phone}}.”

   • SMS #1: “Hi {{Name}}, it’s {{Rep}} at {{Company}}. We can be there today {{time}} or tomorrow AM. Reply 1 for today / 2 for tomorrow.”

 

Day 0 (+15–30m)
2) SMS #2 (if no reply): “Still have a today slot for {{service}} in {{city}}. Want me to hold it?”

 

Day 0 (+2–4h)
3) Call #2 → Voicemail: “Just checking back—do you prefer today or tomorrow AM?”

 

Day 1 (AM)
4) Email #1 (subject: “Quick slot for {{service}} in {{city}}”)

• Short: “We can send a tech {{today/tomorrow}}. Reply with your address and preferred time.”

 

Day 2
5) SMS #3: “Still need help with {{service}}? We’re holding one slot for your area.”

 

Day 4
6) Call #3 → If VM: “We’ll keep one flexible slot this week—text me what works.”

 

Day 7
7) Email #2 (last touch): “Closing the loop on {{service}} in {{city}}—should we keep a spot open?”
 

After-hours path

• Auto-reply SMS: “We got your message and we’re on-call. If it’s urgent, reply ‘URGENT’ and we’ll ring you now.”

• Ring on-call within ≤5m if urgent. Otherwise confirm first morning slot.
   

Disqualification & nurture

• Out of area → tag, add to “future service area” watchlist.

• Price-only shoppers → send price range after qualification; offer free inspection window if applicable.

• No response after 7 touches → move to monthly nurture (tips + seasonal check).
   

Monitoring & coaching

• Dash weekly: Speed-to-first-call, first-contact rate, bookings, no-shows, call tags.

• Scorecards: random 5 call reviews/week per rep (empathy, verification, close).
   

Scripts & templates (swap {{variables}})

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Phone open (live answer)
“Hi {{Name}}, this is {{Rep}} with {{Company}}. I can get a tech today at {{time}} or tomorrow morning—which works? I’ll just grab your address and the roof/plumbing issue.”

SMS consented follow-up
“Thanks {{Name}}—you’re set for {{slot}}. We’ll text when we’re on the way. Reply if you need to adjust.”

Email confirmation
Subject: “Confirmed: {{service}} – {{slot}}”
Body: “We’ll arrive within the window. If anything changes, reply to this email or text {{phone}}.”

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Tech & automation quick wins

• Wix Form → Zapier: create lead in CRM, send Slack alert, trigger SMS #1.

• Missed call text-back: auto-SMS within 30 seconds.

• Calendar booking link in SMS/Email.

• Review request sent after job completion with photo prompt.