Hiring a live receptionist can be one of the smartest decisions you can make for your roofing business. It frees up your time and helps you catch every call. Also, it keeps your customers happy. But not all receptionist services are the same. It could end up causing more problems than it solves if you choose the wrong one or overlook important details. Below are some common mistakes to avoid when hiring a live receptionist for roofers for your roofing company.
Choosing a Service with No Roofing Experience
Roofing is a unique industry. Your customers might be calling in a panic after a storm. A receptionist who doesn’t understand roofing terms or how urgent some issues are may not be able to handle calls properly.
Make sure the service you hire has experience working with roofers or other home service businesses. They should know how to handle calls about leaks and missing shingles. Also, they should be experienced in roof inspections and storm damage without sounding confused or unsure.
Not Asking About 24/7 Coverage
Roofing issues can happen during weekends or on holidays. You could still miss out on emergency calls or new leads if your receptionist only works during normal business hours.
Look for a service that offers 24/7 live answering. Having someone answer the phone makes your business look professional and reliable even if you cannot always get to the job right away. Customers will appreciate being heard, no matter what time they call.
Forgetting to Ask About Custom Scripts
Every roofing business is different. Maybe you focus on residential jobs or specialize in commercial projects. Your live receptionist should sound like part of your team, not someone reading from a generic script.
One big mistake is using a service that doesn’t allow customization. You want to be able to tailor the greeting and include important questions. Also, you want to provide helpful answers that match your brand. The service might not be the right fit if it does not let you do that.
Ignoring How Urgent Calls Are Handled
Not all calls are the same. Some can wait, but others like an active roof leak need immediate attention. You might lose jobs and have unhappy customers if your receptionist doesn’t know which calls are urgent or doesn’t have a way to reach you quickly.
Before you hire a service, ask how they handle urgent situations. Can they forward calls directly to you? Will they send a text or email alert if something serious comes in? Make sure their system works for the way you run your business.
Focusing Only on Price
It’s smart to watch your budget, especially when running a small business. But choosing the cheapest answering service just to save money can backfire. Poor service and slow response times, can all hurt your reputation.
Focus on the value instead of picking the lowest price. What are you getting for your money? Are the agents trained? Do they sound professional? Does the service include appointment booking or lead capture? Paying a little more for better service often leads to better results and more jobs.
Not Listening to Sample Calls
The way a receptionist sounds on the phone can make or break a customer’s impression of your business. Some roofing contractors forget to check this before signing up. Later, they find out their receptionist sounds cold or robotic.
Always ask to listen to a few sample calls. Better yet, ask the service to do a mock call using your custom script. This will give you a good idea of how they will sound to your real customers and whether they will represent your business the way you want.
