Have you made your list and checked it twice this holiday season?
As families gather to celebrate the holidays, home service businesses are working hard behind the scenes to ensure homes are safe, warm, and comfortable. From plumbing emergencies to HVAC repairs, and everything in between, your dedication keeps households running smoothly, even during the busiest time of year.
While everyone else is sipping eggnog, contractors like you are wading through customer requests, last-minute emergencies and a phone that’s ringing off the hook. This call answering holiday checklist has everything you need to prepare for the holidays so you keep answering.
1. Set up a holiday call-handling plan
You need to be ready for calls at all hours. 80% of callers won’t leave a voicemail, you need to be able to answer calls and follow up on new leads quickly. Make sure you’ve got someone (or an answering service!) in place. Missed Calls = Missed jobs.
Related: After-hours answering
2. Automate scheduling
Use scheduling tools to prioritize high-value and emergency jobs, especially for those late-night heating or plumbing issues. Make sure your tools are integrated, so that everyone is kept up to date when an emergency hits.
3. Check your staffing once, then check it twice
You need jobs and money coming in during the busy season, but also need to account for staff time off. It’s a balancing act – so get started early with an up-to-date schedule of who’s off and when so you can be appropriately staffed across all areas of your business. Remember, this also goes for team members who answer your calls and are responsible for speed to lead on new inquiries.
Related article: Home service speed to lead playbook
4. Add extra support to manage call surges
With increased call volumes, your crew might need backup over the holiday period, especially if a weather event hits. Partnering with an answering service can keep your phones answered and your customers reassured. A scalable, flexible answering service can support your business throughout the busy season.
Related article: How to manage call surges
5. Have extra technicians available
It’s not just call answering you need to think about – you also need to consider the jobs that come in, and if you have enough technical staff to handle demand. Do you have enough available staff to support customers at a moment’s notice on a cold winter night? If not, consider outsourcing some additional support.
6. Customize your call scripts
Scripts need to collect essential details on the first call, but they can also add a bit of festive cheer! With AnswerForce you can set up an alternative holiday script to add a bit of holiday cheer while remaining professional.
7. Reinforce your values
Remind your team and answering service to thank customers for their business and loyalty this year. A new year is rolling around, and you want to be top of mind for efficient and friendly services for tune ups and call outs in the new year. Customers are often stressed around this time of year – a friendly voice can make a big difference.
Related article: How to add holiday updates to your script
8. Automate follow-ups and appointment reminders
During the holidays, no-shows are common for a myriad of reasons. Automated reminders from your scheduling tool help customers remember those plumbing or HVAC maintenance appointments they booked last minute.
9. Don’t forget to collect your data
From call response times to job scheduling efficiency, use your data to analyze what worked and what didn’t over the holiday season. Identify when call surges happen most and let this anticipate staffing needs for future holidays and busy seasons.
10. Stand out from your competition
Bring a little cheer to your customers. A quick thank-you email or card to your customers can go a long way in keeping your business top of mind for the new year. A holiday discount or January follow-up promo can drive post-holiday bookings, ideal for slower months in the industry.
11. Start planning for the new year
It’s never too early to start planning, but it can be difficult to focus on anything more than the day ahead during busy times. With an answering service supporting call handling, you’ll have more time to think strategically about your goals – whether it’s increasing your response rate, taking on more emergency jobs, or expanding your customer base.
Tick off your call answering holiday checklist with AnswerForce
You can implement all these steps yourself, but it’s a lot of work. Give your team the work-life balance they deserve this holiday season with AnswerForce. Make sure every call is answered, capture every lead, and get estimates and jobs scheduled with ease.