The Complete Service Call Script Library: 15 Templates

Every phone interaction is a chance to win (or lose) business. But when you're busy, tired, or caught off guard, it's hard to find the right words. That's why smart contractors use scripts.

Scripts aren't about sounding robotic—they're about consistently hitting the key points that lead to booked jobs. Adapt these templates to your personality and business, but don't skip the essential elements.

'Thank you for calling [Company Name], this is [Your Name]. How can I help you today?'

After they explain their issue:

'I'm sorry to hear you're dealing with [brief restatement]. Let me get a few quick details and we'll get this taken care of. Can I start with your address?'

Key elements: Company name, your name, acknowledge their problem, move to booking immediately.

When they ask 'How much do you charge?':

'Great question. Our pricing depends on what we find when we get there, but I can tell you our diagnostic/service call fee is [$X]. That covers a complete inspection, and if you decide to move forward with any work, we'll apply that fee toward the repair.

What's happening with your [system] that prompted the call?'

Why this works: You give a real number (transparency), explain the value, and redirect to their problem (not price).

'Let me check our schedule... I have availability [day] between [time window] or [alternate option]. Which works better for you?'

After they choose:

'Perfect. I have you down for [day and time]. You'll receive a confirmation text shortly, and we'll send another reminder the morning of your appointment. Is [phone number] the best number for updates?'

When a customer hesitates on the phone:

'Absolutely, I understand—this isn't a small decision. Can I ask what's giving you pause? Is it the timing, the price, or something else?'

This opens the door to address the real objection. Common responses:

'Hi [Name], this is [Your Name] from [Company]. I'm following up on the estimate we put together for your [project/repair] last [day]. I wanted to see if you had any questions I could answer, or if there was anything you'd like me to adjust on the proposal?'

If they say they're still deciding:

'No problem at all. Is there anything that would help you make the decision—maybe more details on the options, or would seeing the timeline help?'

Let them vent first. Don't interrupt. Then:

'I completely understand why you're frustrated, and I'm sorry you're dealing with this. Let me make sure I understand what happened... [restate their issue]. Here's what I'm going to do to fix this right now.'

Critical rules:

At the end of a successful job:

'I'm really glad we could get this sorted out for you. Hey, if you have a minute later, would you mind leaving us a quick Google review? It makes a huge difference for a small business like ours, and I'll text you a link to make it easy.'

Follow-up text (automated):

'Hi [Name], thanks again for choosing [Company]! If you were happy with our service, a quick review means the world: [link]. —[Tech Name]'

'You've reached [Company Name]. We're currently closed but your call is important to us. For after-hours emergencies, press 1 to reach our on-call technician. For all other calls, leave a message with your name, number, and a brief description of what you need, and we'll call you back first thing tomorrow morning. Thanks for calling!'

After completing a repair:

'Before I go, I wanted to mention our maintenance program. For [$X/month or $X/year], you get [list 2-3 benefits]. It also means priority scheduling if anything goes wrong—you skip the line. Most of our customers who do this save money in the long run and have way fewer emergency calls. Want me to tell you more, or can I send some info to your email?'

'Hi [Name], this is [Your Name] from [Company]. I'm calling because we need to reschedule your appointment tomorrow. I sincerely apologize for the inconvenience. I have [alternative time options]—what works best for you?'

If they're frustrated:

'I completely understand your frustration, and I'm sorry. To make this right, I'd like to [offer: discount, priority booking, waive a fee]. Would that help?'

Automated text the evening before:

'Hi [Name], this is a reminder of your appointment tomorrow [day] between [time window] with [Company Name]. Reply YES to confirm or call us at [number] to reschedule. See you soon!'

Morning-of text:

'Good morning! [Tech Name] is on schedule and will arrive between [time window]. We'll text you when they're on their way. —[Company]'

When you can't take a job (too far, not your specialty, bad fit):

'I appreciate you thinking of us. Unfortunately, this isn't something we specialize in, and I want to make sure you get the best service. I'd recommend calling [competitor name or trade association], they're great with this type of work.'

Why refer: It builds goodwill and they'll remember you positively when they need your actual services.

As you're wrapping up:

'Everything is working great now. Your total today is [$X]. I can take card, check, or send you a payment link if you prefer to pay from your phone. What works best?'

If they ask to be billed:

'We actually collect payment at the time of service—it helps us keep pricing lower since we don't have to chase invoices. I can take a card over the phone if you don't have one on you.'

For customers who haven't called in 12+ months:

'Hi [Name], this is [Your Name] from [Company]. I noticed it's been a while since we've had a chance to help you out. I wanted to check in—is everything running smoothly with your [equipment], or is there anything we can do for you?'

If they went elsewhere:

'I totally understand. If there was anything we could have done better, I'd genuinely like to know so we can improve.'

'Thank you for calling [Company] after-hours emergency line. This is [Name]. What's happening right now?'

After they explain:

'Okay, I can have someone there within [timeframe]. Before we dispatch, I do need to let you know there's an after-hours service fee of [$X] in addition to regular pricing. Does that work for you?'

Always be upfront about emergency pricing—surprises lead to disputes and bad reviews.

Consistent communication separates professional service businesses from amateur operations. These scripts give you a starting point for every common scenario. Adapt them, practice them, and watch your booking rate and customer satisfaction improve.