How should my techs answer the phone so it reinforces the brand?

Use one scripted greeting that every person on the payroll says the same way: company name, first name, and an offer to help. Consistency beats cleverness here, because the greeting is where a homeowner checks whether the polished truck and website were telling the truth.

Back it with three habits: answer inside three rings, never send a first-time caller to voicemail during business hours, and fire a missed-call text-back within a minute when one slips through. Record calls, grade a handful every week, and coach the greeting the same way you coach install quality.

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