The exact words to use when a customer rings, texts or goes quiet after a quote. Written for Australian sparkies and solar crews. Free to use, word for word.
This playbook is published by Sharktech Global, an Australian company building trusted AI deployments for tradies through Launch Your Dream.
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What are the first five questions to ask on every new lead?
- What suburb is the property in?
- Do you own the property?
- What do you need done? Solar, battery, EV charger, switchboard or something else?
- When are you hoping to get it done?
- What is the best number and email for the quote?
Five questions. Under two minutes. Enough to decide whether to book a site visit.
What should an electrician say when they answer the phone?
Answer: "Thanks for calling [Business Name], this is [Name]. How can I help?"
Listen, then qualify: "No worries. Can I grab a few details so we send the right person? What suburb are you in?" Then work through the five questions.
Book: "We can come out [day] morning or [day] afternoon. Which suits you better?" Always offer two times, not an open question.
Close the call: "You will get a text confirming that now, and a reminder the day before. Anything else I can help with?"
Battery or solar lead: add "Do you already have solar? Roughly what size is it?" and "Have you got a recent power bill handy? A photo of it helps."
Never on the first call: a final price, rebate eligibility, savings figures or electrical advice. Say: "I will get that checked properly and come back to you."
What should a missed-call text say?
"Hi, it is [Business Name]. Sorry we missed your call, we are probably on a job. Reply with what you need (solar, battery, EV charger or electrical) and your suburb, and we will get back to you today. Or book a time here: [link]"
How should you follow up a solar or electrical quote?
Day 1, when the quote goes out: "Hi [Name], your quote from [Business Name] is in your inbox. Any questions, just reply here."
Day 3: "Hi [Name], did the quote make sense? Happy to walk you through it on a quick call."
Day 7: "Hi [Name], just checking in. Do you want to go ahead, change anything, or park it for later?"
Day 14: "Hi [Name], I will close this quote off for now so I am not chasing you. If anything changes, reply here and we will pick it straight back up."
Stop the sequence the moment they reply. Every message must name your business and give a way to opt out, as the Spam Act 2003 requires.
How do you ask for a Google review the right way?
"Hi [Name], thanks for choosing [Business Name]. If you were happy with the job, a quick Google review helps other locals find us: [link]. If anything was not right, reply here and I will sort it."
Send it to every suitable customer after the job is complete. Do not offer rewards for reviews and do not only ask happy customers. Both go against ACCC guidance and Google rules.
What should an AI receptionist never say?
- Electrical, safety or design advice
- A price you have not approved
- Promises about savings, rebates or system performance
- That it is a person, when it is not
For anything urgent, like burning smells, sparking or a shock, it should tell the caller to contact emergency services or their network provider, then alert you straight away. See how the LYD Solar Suite AI voice agent works inside these limits.