Home services is our most common customer profile. Here is the setup we recommend specifically for HVAC, plumbing, electrical, landscaping, roofing, and similar trades.
Voice
Pick Chris (calm male). Trade customers want competence over warmth.
Hours
Set your normal business hours accurately. Most trade shops are Mon-Fri 7am-5pm, Saturday 8am-12pm. Do not set 24/7 — see the emergency line below for after-hours.
Transfer number
Set this to your on-call tech's cell. When the agent hears words like "leak," "no heat," "flooded," "no power," it will say "let me get the on-call tech on the line" and hot-transfer the call. Critical for emergencies — trade customers will call a competitor in 90 seconds if they think no one is available.
FAQs you should add immediately
- "What area do you cover?" — list your zip codes or counties
- "Do you do free estimates?" — yes/no, and conditions
- "How soon can someone come out?" — be honest: same-day, next-day, this week
- "Do you take credit cards?" — and which ones
- "Are you licensed and insured?" — yes, license number if asked
- "What's your service call fee?" — the diagnostic / show-up fee
- "Do you offer financing?" — if applicable
Services list
Be specific. Not "HVAC services" — instead "AC repair, AC installation, furnace repair, furnace installation, mini-split installation, duct cleaning, indoor air quality." The more specific, the more the agent can confidently confirm "yes we do that."
The day-1 calibration loop
- 1.Forward your line on Friday afternoon (low-stakes day)
- 2.Monitor the dashboard over the weekend — listen to every call
- 3.Note the questions your agent punted on or got wrong
- 4.Update FAQs and re-test on Monday morning
- 5.After one week, you should have 90% of caller questions in FAQ
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