📞 Naples Wallpaper – Phone Answering Procedure

🎯 Goal:

To greet every caller professionally, gather the necessary information, and enter them into the Workiz system to schedule an estimate appointment or answer their inquiry clearly and efficiently.

✅ STEP-BY-STEP PHONE ANSWERING SCRIPT & WORKFLOW

1. Greeting

Answer within 2–3 rings, with a smile (they can hear it!).

“Good morning/afternoon, thank you for calling Naples Wallpaper — this is [Your Name]. How can I help you today?”

2. Understand the Caller’s Needs

Listen actively. Then respond with the appropriate path:

If they want an estimate:

“Wonderful! I can help you get that scheduled right now. May I get a few quick details to create your file in our system?”

3. Gather Client Info (for Workiz Entry)

Open Workiz > "New Customer" and ask:

• Full name

  “May I have your full name, please?”

• Phone number

  “What’s the best number to reach you at?”

• Email address

  “And an email we can send your estimate to?”

• Project address

  “What is the address where the wallpaper installation will take place?”

• Type of property

  “Is this a residential or commercial property?”

• Scope of project

  “What rooms or areas are you looking to wallpaper?”
  (Optional: Ask about ceilings, stairwells, accent walls)

• Do they have wallpaper already?

  “Have you already selected or purchased wallpaper, or would you like help choosing one?”

4. Schedule the Estimate Appointment

“Let me check our calendar… We can send our estimator on [Day/Time Option 1] or [Option 2]. Which works better for you?”

Log the appointment in Workiz under the appropriate technician or estimator. Confirm with the client:

“You’re all set for [Date] at [Time]. Our estimator will arrive at your project address. You’ll also receive a confirmation email shortly.”

5. Confirm Expectations

“Our estimates are completely free, and during your visit, we’ll take measurements. If you'd like, we can also help you select wallpaper from our showroom.”

6. Closing the Call

“Thank you again for calling Naples Wallpaper! We look forward to helping with your project. If you need anything before your appointment, feel free to call us at any time. Have a great day!”

📝 Optional: If they’re not ready to book

“No problem at all. I can still create your file and send you our showroom info and contact details so when you’re ready, we’ll be just a phone call away.”