Why it matters
Most people looking for a contractor call more than one company. If they reach voicemail, many hang up and try the next listing. A quick text tells them you got the call and keeps the conversation with you.
It also gives the customer an easy way to explain the job. A text with "burst pipe in the basement" or a photo of the junk pile tells you more than a voicemail.
How to set it up
- Use a business number that can send texts. Many landlines and some business phone services cannot.
- Register your business for texting. In the US, business texting from local numbers goes through carrier registration (often called A2P 10DLC). Unregistered texts are often blocked.
- Write a short, friendly first message (see the example below).
- Send all replies to one inbox your team checks, not to one person's cell phone.
- Decide which calls should still ring through, such as emergencies or existing customers.
- Test it: call your number from another phone, hang up and check that the text arrives.
What the text should say
Keep it short, say who you are and ask one question.
EXAMPLEHi, this is Mike at Ridgeline Plumbing. Sorry we missed your call, we are on a job. What can we help with? You can reply here.
Rules to follow
- Keep the text about their call. Do not add them to marketing messages unless they agree.
- Honor STOP right away. Anyone who replies STOP should get no more texts.
- Do not text numbers that called by mistake over and over. Keep it to one message per missed call.
- Check your state's rules or ask your attorney if you are unsure.
What to do with the replies
A text back only helps if someone answers the reply. Set a goal for how fast your team replies during business hours, and decide what happens after hours. The fastest response usually wins the job.