Scheduling in Jobber Like a Pro: 6 Laws of Phone Conversion for Home Service Pros
Pros who use Jobber get repeat customers, reviews, and referrals. They’re just easier to work with. But if you’re using Jobber, you have to get the job before anyone sees that side of your business. And to get the job, you have to win on the phone.
So here are 6 laws of phone conversion–taken from a combo of the best phone practices and our 12+ years of experience with home service pros.
Law 1: Clarify and qualify early
Every second you spend talking to someone without knowing what they need is wasted time. If, two minutes into the call, you learn they:
- Need a service you don’t provide
- Live outside your service area
- Called the wrong number
You can’t get that time back. And you could have spent it taking care of other customers or doing something for the business.
Of course, there’s a positive side to clarifying and qualifying immediately too—you sound like a pro they can trust. We call this defining the job, not just the need. When someone calls, repeat the issue they said, then diagnose it, if you can. Here’s an example:
“Got it — you’re seeing frost on the coils? That’s likely a refrigerant issue. Let’s get you on the schedule.”
All the homeowner hears is “I’ve fixed this issue so many times I could do it in my sleep.” If that doesn’t build trust, nothing will.
Law 2: Triage like you care
“No one cares how much you know until they know how much you care,” is especially true in home services. When someone calls you with an emergency, the fix comes second in their mind. Finding someone who cares comes first.
You don’t have to be their shoulder to cry on. But we recommend following these steps:
- Acknowledge how they feel – “I can hear how stressed/upset you are.”
- Validate their stress – “I would feel the same way in that situation.”
- Treat it seriously – “Let’s get someone out to you ASAP.”
Of course, not everything is an emergency, even if the caller thinks so. Part of triaging like you care is keeping non-emergencies from taking up space for real emergencies. But we also know it’s hard to tell someone their situation isn’t an emergency. Here’s a short process you can tailor to your needs:
- Acknowledge how they feel – “I can hear how stressed/upset you are.”
- Validate their stress – “I would feel the same way in that situation.”
- Reframe and education – “The good news is that won’t create any further damage. While we can’t get someone to you right now, I’ll get you the earliest spot on our calendar. In the meantime, here are a few steps you can take to help.”
The key is to start with emotional triage. When the caller knows you’re taking their problem seriously, they’re more likely to trust you and ultimately book a service call, even if you don’t get to them ASAP.
Law 3: Name the next step before they ask
No one likes to wait, so don’t make them. Once you’ve clarified the issue and triaged it, briefly overview what will happen next. Explain how you’ll schedule them, how you or the tech will communicate, etc.
This shows that a) you’re serious about helping and b) you’re a professional with a process for doing so.
Law 4: Give them an incentive they can’t refuse
People love to kick tires. If you let them, someone else is getting the job. But you don’t have to apply pressure to get people to book. You just have to give them an offer that feels like losing out if they don’t take it immediately.
The most common example is a free estimate. But you can also offer other no brainer incentives like:
- A small discount for moving forward on the initial visit/estimate call
- A complimentary inspection
- Deep discounts on other issues
- Complimentary warranties or service plans
A good incentive is enough to get 75% of people to schedule. So feel free to get creative as long as you don’t cut into your revenue.
Law 5: Give a micro choice
Another way to get a caller from considering you to paying you is to give them a tiny choice. It makes them feel a sense of control, which is important in big or emotional purchases like the ones you deal with.
Micro choices range from as simple as their preferred time slot (morning or afternoon) to complex like preferred brand, material, set-up, installation style, etc.
Again, you can be creative here. Just be sure not to confuse or overwhelm them with options. In fact, asking them if they have a preference on these decisions can be a great micro choice itself.
Law 6: End the call with relief
99% of the people who call you will be stressed. They may be in the middle of an emergency threatening their property value. But they might also have a budget they’ve saved up for months that they’re worried about wasting. Or they may have a project they don’t have a budget for. They might even be embarrassed that they have to call a pro to do something they couldn’t figure out.
How you end the call in any of these circumstances is just as important as how you start it. It’s also the easiest part of the call.
All you have to do is confirm the appointment day and time window. Then add something simple like “We’ll get this taken care of, don’t worry.” It might seem like fluff, but when you end the conversation with relief, it turns into trust on their end. And that trust is what turns into repeat business, reviews, and referrals.
How much time do you have for these conversations?
Follow these steps and you’ll turn more calls into appointments in Jobber. Not only will you capture the right information regularly, but you’ll be using sales and marketing techniques designed specifically to turn tire kickers into paying customers.
But here’s the real question: how much time do you have in a day to have these conversations? If you’re like most pros, phone conversations are distracting, even if Jobber is making everything that comes after seamless and fast.
That’s why we’ve launched a new integration with Jobber. You’ve already invested in automating admin tasks you can stay focused and easy to work with. Now you can combine it with 12+ years of experience helping homeowners through every situation imaginable. With this integration, you can give your customers smooth professionalism starting at the first “Hello.”
That means easier work days for you, more relief for them, and a reputation worth being jealous of.