Table of Contents

• Every missed call is a job going to the next tradie down the road
• What a virtual receptionist actually is, no robots, no phone menus
• It’s different when the person on the phone is stressed
• It books the job while you stay on the tools
• I’ve been there, that’s why we built this
• Is it worth the money?
• Don’t wait until you’re ready to walk away

You know the feeling. You’re up a ladder, or you’ve got your head in someone’s roof cavity, or you’ve finally sat down with a customer, and the phone goes off again.

You can’t not answer it, because it might be a good job. So you climb down, wipe your hands, walk outside, and have the chat. Then you go back to what you were doing and try to remember where you were up to.

A plumber I know up on the Northern Beaches put it better than I could. The thing that got to him most was sitting down with a really nice old bloke, having a cup of tea, and the phone just kept ringing. He had to keep getting up and going outside. He could never settle into a single job. By his own admission he was pretty angry most days, and the boys all noticed.

I get it, because I used to be that bloke too. When I was on the tools I thought I had to do everything myself, the whole shebang, and answering every call was part of that. It nearly cost me the business, and a fair bit more besides.

And just so we’re clear from the start, this isn’t about shipping your admin offshore. I ran my own trades business for years, and Admins the Answer is an Aussie company I built from that, a tradie sorting out admin for other Aussie tradies.

So let’s talk about what a virtual receptionist actually does for a trade business, and why it might be the best call you make this year.

Every missed call is a job going to the next tradie down the road

First off, the issue with ‘leave a message’. Nobody with a burst pipe or a dead hot water system leaves a message and waits patiently for a call back. They ring you, you don’t pick up because you’re under a house somewhere, and they ring the next name on Google. That job is gone, and you never even knew it existed.

Solo tradies, like yourself, lose somewhere around $400 to $500 a week in calls that go unanswered. Not because you’re slack, but because you physically cannot answer the phone properly while you’re working. That is exactly the gap good call answering services fill. A real person picks up every time, so the job that would have gone down the road stays with you.

What a virtual receptionist actually is, no robots, no phone menus

Let me clear something up, because a lot of blokes hear “virtual” and picture a robot or one of those “press 1 for accounts” menus that drive everyone mad.

A virtual receptionist for trades is a real person who answers your phone as your business. No machine, no menu, no overseas script. When a customer rings, they get a friendly Aussie voice who sounds like they work for you, because as far as the customer is concerned, they do.

“No machine, no menu, no overseas script. Just a friendly Aussie voice who sounds like they work for you.”

If you’re after a phone answering service in Australia that actually speaks tradie, that is the bar. If a customer rings about a leaking tempering valve or wants a switchboard upgrade quoted, the person on the phone needs to know that’s a real job and handle it, not read it back like it’s a foreign language.

It’s different when the person on the phone is stressed

This is the part most tradies don’t think about until it’s pointed out to them.

A big chunk of the calls coming in are from people having a bad day. The plumber on the Northern Beaches reckons around 9 in 10 of his calls are mums who’ve had something go wrong at home and are a bit stressed out. As he said, it’s pretty hard to give someone empathy and calm them down when you’re stuck in a hole somewhere just trying to get the details and get back to work.

“A calm voice that reassures a stressed customer wins them for life. A rushed chat from the top of a ladder never will.”

When there’s a kind, calm voice on the other end who can reassure them, let them know you’re on it, and that it’s going to be alright, that customer is yours for life. That is something a missed call or a rushed two-minute chat from the top of a ladder can never do.

It books the job while you stay on the tools

This is where it all comes together. A good virtual receptionist doesn’t just take a message. They answer the call, talk the customer through it, book the callout straight into your calendar, and text you the details before you’re even off the ladder.

The plumber I mentioned summed up the change like this. These days he just wakes up, looks at his jobs, and rocks up to work. The client’s already been contacted, everything’s booked, and he doesn’t even have to think about it. A handyman who runs a crew down in New South Wales told me the same thing. His blokes don’t even ring him to sort the day anymore, they ring his ATA admin directly, and she handles it.

“You finish the day when the tools go back in the truck, not at 10pm with the phone still going.”

You could be flat out on the Sunshine Coast, running a solo operation around Brisbane, working across the Northern Beaches or anywhere else around Australia, the result is the same. You finish the day when the tools go back in the truck, not at 10pm with the phone still going.

I’ve been there, that’s why we built this

I didn’t start Admins the Answer from behind a desk. I started it because I was a tradie who tried to do every single part of the job myself, the calls included, and it ground me down. No one ever taught me that being good on the tools is only part of running a business. I found that out the hard way, and it cost me plenty.

“No one ever taught me that being good on the tools is only part of running a business.”

So everything we do is built around the way a trade business actually runs. Real Aussie people answering real calls, who know the difference between a quote, a callout, and a customer who needs calming down.

Is it worth the money?

I’ll be straight with you, because tradies are a stubborn bunch and a lot of you will look at the price first. Most blokes who hesitate are worried about the bottom figure. Fair enough. But the handyman I mentioned earlier said it paid for itself inside the first week or two, and after that the money just became a non-issue. When you stop losing jobs to missed calls and you get your evenings back, the sums tend to look after themselves. If you want to see what it actually costs, the pricing is all laid out plainly, with no lock-in contract.

“It paid for itself inside the first week or two, and after that the money just became a non-issue.”

Don’t wait until you’re ready to walk away

The best advice I can give you is the same advice that plumber gives his mates. Don’t let it build up to the point where you want to shut up shop and walk away from the whole thing. Jump on it sooner rather than later.

If you want to talk about getting a virtual receptionist who answers your calls, books your jobs, and lets you get back to the work you’re actually good at, give me a ring.

No hard sell, no contract. Just a chat with a former tradie who gets it.

Greg, 0412 831 401