Pool Cleaning Services – Non-signed Up Returning Customer Call Script

OPENING

“Hi, may I please speak with [Customer Name]?”

[When connected:]

“Hi [Customer Name], my name is [Your Name] calling from 614Pools. How are you doing today?”

[Allow customer to respond. Be personable and genuine.]

PURPOSE OF CALL

“The reason I’m reaching out is that we had the pleasure of taking care of your pool last year, and we wanted to personally check in and let you know that we’d love to have you back as a customer this season. We’re already booking up for the year, and we want to make sure your pool is covered before our schedule fills up.”

“Have you already arranged pool cleaning services for this summer, or are you still figuring out your plans?”

[Listen carefully. Their answer will guide the rest of the conversation.]

HANDLING COMMON RESPONSES

If they say they haven’t decided yet:

“That’s great to hear – I’m glad I caught you at the right time! Since you were already a customer with us last year, we’d be happy to get you set up right away. We can keep the same service plan you had before, or if anything has changed with your pool or your needs, we can adjust things to make sure it’s a perfect fit.”

If they say they went with someone else:

“No problem at all – I completely understand. Is there a specific reason you went with another company, 614 Pools is striving to improve if there is something specific?

 If for any reason things don’t work out or you’d like to compare options down the road, please don’t hesitate to give us a call. We’d love to earn your business back.”

If they ask about pricing:

“Our pricing is very competitive and based on the size of your pool and the service frequency you need. Since you’re a returning customer, I want to make sure we take good care of you. Can I put together a quick quote and follow up with you, or would you like me to walk you through our standard packages right now?”

If they have another quote, we could see if we can price match, if they send us the quote our sales manager will review and see if we can match or beat the quote.

If they say they need to think about it:

“Absolutely, take all the time you need. I just want to mention that our spots are filling up quickly as we head into the season. Would it be okay if I followed up with you in a few days? And in the meantime, is there anything I can send you – like our service options or pricing – to help make the decision easier?”

CLOSING – WHEN THEY ARE READY TO SIGN UP

“Wonderful! I’ll get that all set up for you. Let me just confirm your address is still [confirm address on file], and we’ll get your first visit scheduled. 

When would you like the pool opening? Which cleaning service would you like, weekly?

WRAP-UP

“Thank you so much for your time today, [Customer Name] – we truly appreciate your loyalty and look forward to taking care of your pool again this year. You’ll be hearing from us soon. Have a great rest of your day!”

VOICEMAIL SCRIPT

“Hi [Customer Name], this is [Your Name] calling from 614Pools. We had the pleasure of servicing your pool last year and wanted to reach out as we head into the new season as we do not see you've signed up for 2026 yet. We’d love to get you back on our schedule before spots fill up. Please give us a call back at [Phone Number] at your convenience – we’d be happy to help. Thanks so much, and have a wonderful day!”

CALL NOTES REMINDERS

After every call, log the following in the POM:

• Date and time of call
• - Outcome (signed up / not interested / callback requested / no answer / left voicemail)