Overflow Call Script and Process
Table of Contents
Welcome to John The Plumber’s Answering Service, where our priority is to efficiently gather essential information from callers while ensuring a pleasant customer experience. Whether it’s handling overflow calls or assisting after hours, our dedicated team is here to support you and your customers.
At John The Plumber, we understand that every call is an opportunity to exceed expectations. We’re grateful that customers choose us over our competitors, and we’re committed to delivering fast, friendly, and reliable service at every interaction.
Remember, behind every call is a person seeking assistance. Our goal is not just to resolve their queries but also to leave them feeling valued and satisfied. With our slogan “Fast, Friendly, and Local Plumbing Services” in mind, let’s continue to prioritize friendliness as we represent our brand on every call.
Thank you for being part of our commitment to exceptional customer service.
Please note: Jobber updated the platforms appearance as I was creating this tutorial. Your screens may not look exactly the same as the screenshots below.
Phone Script For John The Plumber Overflow Calls
*ring ring*
Answering Service: Thank you for calling John The Plumber. My name is <name>, how can I help you?
Customer: <Says the reason>
e.g. “Hey, my toilet is clogged.“
Answering Service: We can definitely help you with that. Have you used our services before?
I like big words like “definitely” or “absolutely” as they’re good vibes.
Customer: <Customer answers>
e.g. “No, I haven’t.”
This just tells us whether or not we’re going to need to create a customer profile or look one up.
Either way, I would begin by searching the phone number in the search bar in Jobber. Sometimes customers will have hired us without remembering or they aren’t sure, and I’d rather double-check to prevent creating a duplicate profile.
Answering Service: Alright! Are you the homeowner?
If the caller is a tenant, not the homeowner, please later note the job title “Spoke to tenant”. Please later ask for the landlords name and contact info when building the customer profile.
Customer: <Customer answers>
e.g. “Yes.”
Answering Service: Perfect! Can I begin with your postal code?
Customer: <Says the postal code>
e.g. “k2g 4h6″
A quick Google search indicates the location. You can also Click here for our service area.
Answering Service: Terrific, thank you! Alright, so the way it works is we’ll send a plumber to see the work and what’s needed. Once he knows what he has to do or any service options you have, he’ll discuss the options and the prices for them. If you choose to proceed, he’ll get to work right away for the price discussed – plus HST. If you decline our services, however, and only then, we charge a $79 fee to help cover our plumbers time and gas. I have an opening between <3 hour time window. e.g. 1 and 4>. Does this work for you?
Please always end on a question. “I have an opening between 8 and 11. Does that work for you?” Or “I have an opening between 9 and 12, does that work for you?”
Ending on a question keeps the call flowing.
Customer: Sounds good.
At this point, it’s time to create the appointment and customer profile.
Click here to how to make an appointment for a new client!
Click here to learn how to make an appointment for an existing client!
Answering Service: Terrific! So I just need to collect a bit of information from you. Can I begin with your name?
Customer: <answers>
e.g. “Jake Romano”
From here, you’re going to begin inputting the information into Jobber.
First name, last name, phone number, email address, property details, buzzer code. You don’t need to worry about the other details.
*After All The Questions Are Answered and Filled*
Answering Service: From here, we recap the conversation.
E.g. “Perfect! So just to recap: we’re going to send a plumber to 308 Craig Henry Drive, Nepean, Ontario, K2G 4H6, today between 1 and 4. The plumber can reach you, Jake Romano, at 613-858-4321 and we can email the invoice to jake@johntheplumber.ca. Does this sound right?”
Customer: Yup. You nailed it.
Answering Service: Outstanding! Thank you for choosing John The Plumber, and we’ll see you today between 1 and 4! Have a wonderful day!
You did it!
Nice!
Jobber Booking Process
Step 1: Logging In and Navigating Jobber
- Go to getjobber.com
- Click Log In
- Type in the credentials provided by your organization.
- Click Log In.
Step 2: Navigate to schedule
5. Click “Schedule”
1.10 Overflow Answering Service schedule line
5. This schedule line is yours. When you create jobs, you create them on this line and one of our internal schedulers will assign this as necessary.
As a rule of thumb, give the plumber at least one hour to get to the job (round up. So, if it’s 7:45AM… Book the client from 9AM-12PM at the earliest.
Please note:
Please pay attention to the little task boxes that say “Please note:”. This is how we’ll easily communicate to you that certain timeslots are full.
Creating An Appointment For New Clients
Step 1: Selecting The Time Slot
- Click the in the little box that indicates the beginning of the timeslot. In this example, our timeslot is 8am-11am, so I’m clicking in the 8AM box.
- Next, click “New Job”, as we’re going to be creating a job!
Step 2: Creating The Client profile
- Click the + sign beside “Client Name”. This step must be done first. If you skip this step and fill out the other information first, all that info will be deleted when you finally select the client.
Step 3: Fill out all the information
Fill out the following:
- First name
- Last name
- Phone number
- Address (address will begin populating if it’s an address in Google maps and you can select from the options. Always confirm the postal code to ensure we have the right address)
- Scroll down and click “Create Client”
Step 4: Fill Out The Booking Details
Here’s what we need to fill out:
Title: <plumbing issue> – <mention if the caller was a tenant> – <answering service name>
Instructions: <any relevant details the customer provides for accessing the home. E.g. knock loud, specific notes to find the home, what door to use, etc.
Are you speaking with the home owner?: select the appropriate answer.
Name of dispatcher: <name of answering service>
Method of customer contact: Inbound call
Is this a possible warranty call?: Select yes if it’s a revisit on work we did.
Buzzer code: Always ask if there’s a buzzer code.
Everything else in this section: not relevant to you.
Step 5: Date / Time / Assigned To
If you followed the above steps, there should be only one thing you need to adjust on this step:
Set the end time 3 hours apart from the start time.
E.g. 8-11. 9-12. 11-2. 12-3. 1-4.
Aside from that, just confirm the details:
Confirm the date of the appointment, confirm that you assigned “1.10 Overflow Answering Service”.
Nothing else requires adjustment.
Step 6: Save and Email
At the bottom right of the screen, find the “Save and…” button. Click it.
Then, click Email Booking Confirmation.
An email popul with an auto-filled email booking confirmation will pop up, click the “Send Email” button.
Step 7: Confirm
The last step is to confirm that the appointment is scheduled on the date, time, and schedule line (1.10 Overflow Answering Service).
If all those 3 are correct, you nailed it.
Creating An Appointment For Existing Clients
Step 1: Open Customer Profile
In the top right of any screen, there’s a search bar.
You can search by phone number, name, address, etc. I like using phone number for my first try. This will almost always bring up their account. If not, I recommend searching by name.
As you can see in the example I typed, there are several duplicate files. This is why we want to ensure we are not creating new customers accidentally.
Step 2: Check Customer Details
First of all… We want to always confirm the address, postal code, phone number, and email address! This is super duper important!
In the two following pictures, you can see the 4 places that are important to check:
- Does this customer profile have a “Do Not Book” on it.
- Is this customer a member of our Peace of Mind Plumbing program?
- Tags.
- Internal Notes
What we want to make sure is whether or not we can book them, or if there are special notes regarding who to book them with.
If, for example, there’s a tag that reads “Jonathan client” – please include “Jonathan Client” somewhere in the job title. E.g. “Blocked toilet – Jonathan client – Infinity”
Step 3: Create The Job
- Go back to the Schedule page.
- Click the in the little box that indicates the beginning of the timeslot. In this example, our timeslot is 8am-11am, so I’m clicking in the 8AM box.
- Next, click “New Job”, as we’re going to be creating a job!
Step 4: Select The Client
- Click the + sign beside “Client Name”. This step must be done first. If you skip this step and fill out the other information first, all that info will be deleted when you finally select the client.
- Type in the phone number or customer name to find the client. Select the correct profile.
From here, please follow the remaining steps as if you were creating a job for a new client.
Script and Booking Process For Environmental Plumbing
Everything works exactly the same as all the steps above, but with two exceptions:
- You log in through the Environmental Plumbing Jobber account.
- You replace “John The Plumber” in the script with “Environmental Plumbing”.
Frequently Asked Questions
Do Not Book Clients?
When handling calls from customers who are on the “Do Not Book” list, it’s important to communicate respectfully and professionally, ensuring the conversation leaves a positive impression even if you cannot provide service. Here is a suggested script:
“I’m sorry, but upon checking company notes, we are currently unable to take on new work.”
I would avoid going into further detail than that. If the customer pushes for a reason and you’re struggling to end the call:
“We’re currently at our capacity for projects and want to ensure we maintain the high-quality service our customers expect from us. We truly appreciate your interest and hope we can be of service in the future. Thank you for your understanding.”
What are standard appointment times?
This is dependent on the region.
However, our standard operating hours work within the following appointments:
8am-11am
9am-12pm
11am-2pm
12pm-3pm
1pm-4pm
However, Hamilton can additionally take on 2pm-5pm, and 3pm-6pm.
There will be times where there are notes on the 1.10 Overflow Answering Service schedule line that may advise about limits or exceptions on job booking. Please ensure that you follow these requests.
How To Book Peace of Mind Clients?
When reviewing a customer’s profile, either through the dropdown menu at the top right of the account or within the tags section, if you identify that the client is enrolled in our Peace of Mind Membership Program, please include ‘POM’ in the job title. For example, if the job involves a blocked toilet for a Peace of Mind member, the job title should read: ‘Blocked toilet – POM – Infinity’.”
What Service Area does John The Plumber cover?
At this time, John The Plumber covers the following cities (and approximately 15 minutes outside of the populated areas of the cities):
- Ottawa (and all its suburbs including Kanata, Stittsville, Barrhaven, Nepean, Orleans, Navan, Manotick, Gloucester, etc)
- Carleton Place
- Rockland
- Kemptville
- Smith Falls
- Merrickville
- Brockville
- Ganonoque
- Kingston
- Belleville
- Toronto
- Mississauga
- Oakville
- Burlington
- Dundas
- Hamilton
- St. Catharine’s
- Niagara Falls
What do I do if someone calls for service in Calgary, Peterborough, Oshawa, or Ajax?
There are a few cities we get the occasional phone call from that we currently cannot take on new business in.
These cities are:
- Calgary
- Peterborough
- Oshawa
- Ajax
We are hoping to offer service to new customers in the near future.
If a caller seeks service in these areas, please apologize and advise the customer that we are currently booked on a project for the next 6 weeks. As such, we cannot take any new business at this time.
What service area does Environmental Plumbing cover?
Environmental Plumbing only covers the Ottawa region and its suburbs. This includes: Orleans, Nepean, Barrhaven, Kanata, Stittsville, etc.
What Do I Need To Know About "Tags"?
Jobber’s ‘Tags’ feature allows us to efficiently organize clients into distinct groups and label their files for quick access to key information. This system includes crucial tags like ‘Do not book’ or ‘Book only with [specific plumber name]’ among a broad selection. For our answering service, the critical tags to note are ‘Do not book’ and ‘Peace of mind’ or ‘Pom’, which guide our booking and customer interaction protocols.
What do I do if someone is calling in seeking a job?
If someone is seeking a job, ask them to hold and simply transfer the caller to 613-566-4481.
What services can John The Plumber do?
John The Plumber provides expert plumbing services for both residential and commercial properties. Our wide array of services includes plumbing repairs, unclogging drains, renovations, installing fixtures, sump pump and weeping tile solutions, sewer repairs, and complete plumbing repiping, among others.
In addition to our plumbing expertise, we also offer an extensive range of gas technician services, covering gas line installation and repair, furnace maintenance and repair, traditional and tankless gas water heater services, and BBQ hookups.
Additionally, we offer a comprehensive list of gas technician services such as: gas line installation and repair, furnace maintenance and repair, gas water heaters, tankless water heaters, BBQ hookup, and more.
For a long list of our services, visit johntheplumber.ca.
What services can't John The Plumber do?
John The Plumber specializes in a wide range of plumbing services; however, we do not service, repair, or replace Well Systems or Septic Systems, with specific exceptions for components located within the home. These exceptions include servicing the well pressure tank, well pressure switch, and, in rare cases, a pump associated with a shallow well that is located inside the home.
Do we handle water softeners and water treatment?
We certainly do. Transfer these calls to 343-477-1011.
What should I say if a customer won't book unless they speak to the plumber?
“I understand you’re seeking reassurance by speaking directly with a plumber. Unfortunately, our plumbers are out in the field assisting other customers and are unable to take calls before appointments. However, I can ensure that all details of our conversation are thoroughly documented and communicated to the plumber handling your service. This way, we can address your concerns effectively. Would you like to proceed with scheduling your appointment and sharing your concerns with me?”
What do I do if a customer is calling in asking when their plumber will arrive?
If a customer calls inquiring about the arrival time of their plumber, kindly explain that as the dispatcher responsible for new bookings, you don’t have direct access to the plumbers’ real-time locations. However, emphasize your commitment to addressing their query promptly by assuring them that a customer service representative, who can provide the requested information, will return their call as soon as possible.
Please send this updated protocol to agenda@johntheplumber.ca
Does John The Plumber replace the flooring or drywall after jobs?
No.
What do I do if a caller is trying to sell or market something?
While we aim to maintain a professional and friendly demeanor, it’s important not to engage unnecessarily with marketers or sales representatives. If it becomes apparent during a call that the caller’s intent is to sell a product or service, or they request to speak with a manager for sales purposes, kindly ask them to hold, then promptly transfer the call to 613-369-5004.
What should I do if someone calls in asking to speak to a manager or Jake by name?
If a caller requests to speak with the manager or Jake directly, kindly inform them that the person they’re asking for is currently on a job site and unavailable to take the call. Offer to take a detailed message on their behalf. Assure the caller that their message is important to us and will be promptly forwarded to sean.m@johntheplumber.ca for the necessary attention and follow-up.
What do I do if someone is calling in to complain?
If someone calls in to make a complaint, gently inform them that as the dispatcher for new bookings, you’re primarily focused on scheduling services, but you understand the importance of their concerns. Let them know you will connect them with our Quality Assurance Manager, who is better suited to address their complaint directly. Assure them their feedback is taken seriously and then proceed to transfer the call to 613-369-5003.
What do I do if someone is calling in for water heaters, furnaces, or gas line services?
When receiving calls about water heaters, furnaces, or gas line services, kindly inform the caller that you will connect them with the department manager responsible for these areas. Let them know, ‘I will connect you with Debbie, our department manager, who can assist you further with your inquiry.’ Then, proceed to transfer the call to 343-477-1011.
What do I do if there's an after-hours emergency?
While our standard business hours cover most needs, we understand that plumbing emergencies can happen at any time. That’s why we have emergency plumbers on standby 24/7 to address urgent issues. Please note, the available emergency representative may vary by region and even within regions due to our rotation schedule.
Refer to the instructions on the 1.10 Overflow Answering Service line, scheduled between 4 PM and 8 PM, for the most current information on whom to contact in case of an emergency.
What qualifies as a plumbing emergency? It’s any situation where waiting until the next day could result in damage to a customer’s home or health. Examples include sewage flooding in the basement, serious drain backups, significant leaks (beyond a leaky faucet), frozen pipes, or a non-functioning sump pump during rain.
Always consider whether the issue can wait until morning without causing damage. If the answer is no, it’s crucial to schedule an emergency service as soon as possible.