Outbound Follow-up Script

Outbound calls serve different purposes: returning callbacks, post-service follow-ups, and lead nurturing. Each has its own flow.

Callback (Promised Return Call)

Opening

"Hi, this is [Your Name] from Otesse. I am calling for [Customer Name] — we spoke [earlier today / yesterday] about [brief topic]. Is this a good time?"

If they answer:

Reference the previous conversation and the issue
Provide the update or resolution
Confirm they are satisfied
Standard closing

If voicemail:

"Hi [Customer Name], this is [Your Name] from Otesse returning your call about [topic]. [Provide brief update]. If you need to discuss further, you can reach us at [phone number] or reply to the email I will send shortly. Thank you!"

Always follow up a voicemail with an email summarizing the same information.

Post-Service Follow-up

Call customers 24-48 hours after their first service:

Opening

"Hi [Customer Name], this is [Your Name] from Otesse. I am calling to follow up on your [service type] from [date]. Do you have a moment?"

Feedback Questions

"How was your overall experience with the service?"
"Was the crew professional and punctual?"
"Is there anything we could have done better?"
"Would you be interested in setting up a recurring schedule?"

Response Handling

Positive feedback: Thank them genuinely. Ask if they would leave a review. Mention the referral program.
Neutral feedback: Probe for specifics on what could improve. Note for the team.
Negative feedback: Apologize sincerely. Document specifics. Offer a resolution (discount, redo, credit). Escalate if needed.

Closing

"Thank you so much for your time and feedback, [Customer Name]. We really appreciate your business and look forward to serving you again."

Lead Nurture Call

For leads in the "Contacted" or "Quoted" pipeline stage:

Opening

"Hi [Lead Name], this is [Your Name] from Otesse. I am following up on the [service type] inquiry you made [timeframe]. Is this a good time to chat for a couple of minutes?"

If interested:

Answer any questions they have
Address common objections (price, timing, trust)
Offer to walk them through the booking process
If they are ready, book the service during the call

If not ready:

Ask what is holding them back
Address the specific concern if possible
Offer to send more information by email
Set a follow-up reminder for 1-2 weeks

If not interested:

Thank them for their time
Ask if they mind telling you why (competitive intelligence)
Update the lead status to "Lost" with reason
Wish them well — leave the door open

Call Logging

After every outbound call:

Log the call in the CRM contact timeline
Note the outcome (connected, voicemail, no answer)
Record key discussion points
Set the next follow-up action and date
Update the lead/customer status if applicable