How it works
Tell her how the business runs.
She takes the phone from there.
There is no integration project and nothing to install. Setting Tessa up is closer to briefing a new hire on their first morning than configuring software.
Step one
What you tell her
What you do
The services you offer, in your words. She’ll mention them when callers ask, and decline the ones you don’t do rather than guessing.
Where you go
Your locations, or the postcodes each person covers. This is what lets her send a job to whoever actually works that area.
Who’s on
Your staff and their working hours. She books onto real openings, so an appointment she confirms is one that exists.
What she must never say
Pricing, same-day promises, completion dates, guaranteed outcomes. Tick the ones that apply and she will not commit on your behalf.
Step two
What she does on a call
Abridged from a real one. Note the correction in the middle — she heard “Jem”, checked it against the map, and fixed it before a crew could be sent to a street that doesn’t exist.
Step three
What she won’t do
This is the half most of this category leaves out, and it is the half that decides whether you can leave her alone with your phone.
Quote a price
Even when a caller insists, or says they know you.
Promise same-day
She offers openings that exist and nothing else.
Book outside your area
A job beyond your patch gets held for you to confirm, not booked.
Invent an opening
If a date has nothing, she says so and offers the nearest one that does.
Claim to transfer you
She has no live transfer, so she never pretends to. She takes a message.
Push through an upset caller
Anger, a death, a request for a manager — she stops and hands it to a person.
Step four
Where the work lands
Your calendar
The appointment appears on the right person’s calendar. Block time there and she stops offering it.
Your CRM
A known caller is logged against the record you already have. A new one becomes a lead, with the call written up.
Your phone
A text the moment something is booked, and the customer gets one too, with a link to change it themselves.
Changing things later
Text her. That’s the whole process.
“Jake’s off Fridays from now on.”
No portal, no ticket, no waiting on us. Staff availability, days off and last-minute changes go through the same line you’d use to text a colleague.