Missed Call Callback Script for Home Service Companies
HVAC and home services | Call script

Use this when: You missed a call from a possible customer and you're calling back.

Opening
"Hi, it's [your name] from [company]. We missed a call from this number and I wanted to get back to you. How can we help?"

Check for urgency
"Is anything unsafe right now, such as a gas smell, no heat in a vulnerable household, or water leaking?"
If there's a gas smell: "Please leave the building and call your gas utility's emergency line or 911 from outside."

Get the basics
- "What's happening with the system?"
- "What's the address?"
- "Do you own the home?"
- "Do you know the make and age of the equipment?"

Book it
"I can get a technician there [time window A] or [time window B]. Which is better?"

Explain the cost
"Our service call is [your fee], and the technician will give you a price before doing any work."

Close
"You'll get a text when the technician is on the way. Anything else they should know?"

Before you use this: Use your own emergency procedure, and confirm the safety wording with your gas safety training and local rules.

Fill in the items in square brackets and adapt this to your business.
Free template from SAZ: https://playbooks.saz.ca/p/hvac-home-services-call-script