Guide
Callback scripts that win jobs
What to say when you ring back a missed enquiry, chase a quote or turn work down — written for trades, not call centres.
The first callback
"Hi Sarah, it's Dave from Dave Miller Plumbing — sorry I missed your call, I was under a sink. You rang about the leaking radiator in Brockley. Is it still leaking now, or have you got it isolated?"
Name, apology, job, area, one specific question. That opening tells them you already know what they need, which sets you apart from the two trades who rang back saying 'you called?'.
Close every first callback with a concrete next step and a time: "I could take a look Thursday morning, around nine. Shall I put you in?"
When you cannot take the job
"Thanks for thinking of me — I'm booked out until the end of the month on a big job. If you can wait I'd be glad to quote, otherwise I'd try Mark at ... , he does good work."
Turning work down well is how you get the next enquiry. People remember the trade who was straight with them and rang back at all.
The quote follow-up
"Hi Sarah, just checking you got the quote for the bathroom — price holds for 30 days. I've got a slot opening the week of the 14th if you want to pencil it in. Happy to talk anything through."
Give them a reason to reply that is not simply 'have you decided yet'. Availability, a price validity date, or a small clarification all work.
Rules that make callbacks convert
- Same day, always — the first credible reply usually wins the job
- Use their name and the job detail in the first sentence
- Offer two specific time slots, never 'when suits you?'
- Confirm by text straight after so they have your number saved
- Never quote a firm price on a job you have not seen — give a range
Questions
What should I say on a callback?
Open with their name, name the job and the area, apologise briefly for missing them, then offer a specific time. For example: 'Hi Sarah, it's Dave — sorry I missed you, I was on a job. You rang about the leaking radiator in SE4. I could come Thursday morning, does that work?'
How do I follow up a quote without nagging?
One short message two or three days after sending it, offering something useful rather than asking for a decision: confirm the price still holds and note when you could start. If there is no reply, leave one final note a week later and move on.
Is it better to call or text?
Call first, text if there is no answer. A text gives them your name and number in writing and makes it easy to reply between meetings, which is when most customers actually deal with trades.