PipeStitchAnswer the same questions once
Everyone who answers the phone gives the same answer.
The short version
- Who runs it: The owner writes it once; whoever answers the phone keeps it open, every day.
- Set it up once: a week of noting questions, then about 45 minutes
- Check it’s working: Every question asked twice in a week is on the page by Friday. Count the new ones on the notepad and check each is added.
The short version
- Who runs it: The owner writes it once; whoever answers the phone keeps it open, every day.
- Set it up once: a week of noting questions, then about 45 minutes
- Check it’s working: Every question asked twice in a week is on the page by Friday. Count the new ones on the notepad and check each is added.
What it costs you today: When each person answers “do you charge to come out?” differently, customers get mixed messages and someone has to fix it later.
What you’ll use
- Google Docsfree
- Your AI assistantfree plan works
Set it up once
a week of noting questions, then about 45 minutes
For one week, write down every question a caller asks, word for word, on a notepad by the phone.
Next to each one, write your real answer: what you charge to come out, your service area, hours, how soon you can come, and what you guarantee.
Paste the prompt below, then your questions and answers. It turns them into a clean one-page list and marks anything unclear.
Fix every marked line yourself, then save the page in Google Docs called Phone answers.
Pin it on the office computer and on the phone of anyone who answers calls.
Run it every time
When a caller asks something, find it on the page and give that answer.
If a question isn’t on the page, give the safe answer: “Let me check and call you back today.” Write the question down.
On Friday, add the new questions with your answers, and change any answer that’s out of date, like a price.
Copy this prompt
Paste this, then your questions and answers underneath.
Turn the questions and answers below into a one-page list someone can read out on the phone. For each: write the question the way a customer would say it, then a short answer in plain words using only what I gave you. Put [?] where anything is unclear or missing. If an answer needs a person to decide, like a price for a repair, write “We’ll need to take a look first” instead of guessing. Do not add questions or answers I didn’t give you. Here they are:
The number to check
When not to use it
- Nobody else answers the phone and you know every answer by heart. The page only helps when more than one person picks up.
- The answer depends on seeing the job, like a price for a repair. The page should say you need to look first.
Privacy: This page is about your business, not your customers. Leave out any caller’s name or number from your notes.
When you outgrow this
Next playbook: Stop losing jobs to missed calls →