Purpose
This Standard Operating Procedure (SOP) outlines the steps for receptionists to handle incoming client calls efficiently, gather necessary information, and ensure the CPLS team can follow up with a quote. The goal is to keep calls concise (2-3 minutes max) while collecting all required details.
Last Updated
March 23, 2025, at 10:00 AM
Types of Phone Calls
- Majority: Clients who have seen our ads on Kijiji or searched for a parking lot line painting company on Google.
- Other: Returning calls from cold outreach (this SOP does not yet cover handling these clients).
Types of Clients
- Direct Clients: Know what they need and are calling for a quote.
- Returning Clients: Responding to prior outreach (not covered in this SOP).
Your Role
- Greet the client warmly.
- Gather as much relevant information as possible.
- Keep the call short (2-3 minutes maximum).
Instructions
Step-by-Step Process
Greet the Client
- Answer the phone with: “Bonjour and Hi. Thanks for contacting Capital Parking Lot Lines Painting.”
- Confirm we are a parking lot line painting company if the client asks.
Set Expectations
- Say: “I’m here to take down your request, and our team will contact you with a quote.”
- Inform them: “I’m going to ask you 5 quick questions.”
Gather Information
- Ask the following questions and record the answers:
- “What is your address?”
- “How many parking spots, handicap/accessible parking spaces, and directional arrows do you need?”
- “Is this a re-painting (faded existing lines) or a new parking lot?”
- “What is your name (first name)?”
- “When do you need the quote by? (e.g., within 2-3 hours or tomorrow is fine)”
- Optional: Ask if they prefer the quote by email and collect their email address.
- Ask the following questions and record the answers:
Close the Call
- Say: “Great! I’ve got everything written down. We’ll contact you shortly.”
Notify the Team
- Send a text to Mr Jimmy’s cell phone - with the client’s details and urgency.
- Alternatively, email the details to capitalparkinglotpainting@gmail.com.
Example Call - Standard Client (Residential/Commercial)
Client: “Hi, is this for painting parking lot lines?”
Receptionist: “Yes, it is. Thanks for contacting Capital Parking Lot Lines Painting. I’m going to take down some notes, and my team will send you a quote today. I’ll ask you 5 questions.”
Receptionist: “What is your address?”
Client: "[Provides address]"
Receptionist: “How many parking spots, handicap/accessible spaces, and directional arrows do you need?”
Client: "[Provides details]"
Receptionist: “Is this a re-painting or a new parking lot?”
Client: "[Answers]"
Receptionist: “What’s your name? Do you want the quote by email? When do you need it—within 2-3 hours or tomorrow?”
Client: "[Answers]"
Receptionist: “Great! We’ll contact you shortly.”
Handling Insistent Clients
Example 1: Client Asks for a Rough Estimate
Client: “Can you give me a rough estimate?”
Receptionist: “I’m the receptionist, and my boss will contact you shortly with that information.”
Example 2: Client Asks About Pricing
Client: “How much do you charge per parking stall?”
Receptionist: “I don’t have that info handy—my boss will follow up soon. I know we used to charge by parking stalls, but each lot is different, so we prefer to check it on Google Maps or visit your site.”
Example 3: Client Asks About Equipment and Staff
Client: “How many line painting machines and guys do you have?”
Receptionist: “We have 4 machines and 2 helpers, but we hire extra staff for bigger jobs.”
Example 4: Client Asks About Service Area
Client: “I live in Barrie, Ontario—do you service that area?”
Receptionist: “We cover all of Southern and Eastern Ontario, but let me take your info, and I’ll confirm with my boss if we service your region.”
Notes
- Always remain polite and professional.
- If unsure how to answer, defer to the team: “My boss will follow up with those details.”
- Escalate urgent requests by texting 873-688-4355 immediately after the call.