Handyman business guide
How to screen handyman calls on the phone
Screen handyman calls with a short, fixed order: what needs doing, the address and city, whether you can get in, the caller's name and number, and your minimum. Those answers tell you whether the job is yours, whether it's worth the drive, and what to bring. Requests for licensed trade work get a polite referral, not a booking.
Every handyman call is a small decision. Is this my kind of work? Is it legal for me to do? Is it worth driving to? Will I have what I need on the van? The answers come from a handful of questions asked in the same order every time, and a few ready answers for the calls that don't fit.
The questions, in order
- "What do you need done?" Let them talk. Listen for the full list, not just the first item, and ask "anything else while I'm out?" before moving on.
- "What's the address, with the city?" Tells you if it's in your area and whether it's worth the drive. Ask early so you don't spend five minutes on a job two counties away.
- "Will someone be there, and is there anything I should know to get in?" Gate codes, lockboxes, dogs, a tenant who needs notice.
- "What's your name and the best number to reach you?" Read the number back.
- Your minimum and how you price. Say it before you book, not at the door.
The order matters. Starting with the job lets the caller explain the thing they called about, which relaxes them. Getting the address second means you can stop politely if they're out of range, before anyone has invested five minutes. Leaving the minimum for last means they hear it after they've told you everything they want fixed, when the number sounds like a fair price for a visit instead of a toll for one small task.
Write down what they say in their words, too. "The door scrapes the floor" and "the door won't close" can be very different jobs, and you'll want to know which one before you pick the tools.
Script: the caller with a list
CallerI've got a few things. A closet door off its track, a hole in the drywall where the doorknob hit, and some shelves in the garage.
YouI can do all three. Anything else while I'm out there?
CallerActually, the bathroom fan is loud.
YouI'll take a look at the fan, but depending on what it needs that may be work for an electrician. For the rest, that's likely a half-day visit. I'm $90 an hour with a one-hour minimum, or $340 for a half day. What's the address?
Asking "anything else?" early is how a one-hour job becomes a half day. And flagging the fan now avoids an awkward moment later.
Script: the licensed-trade request
CallerCan you swap out my water heater? It's leaking a little.
YouThat's one I send to a licensed plumber, because it involves the water and gas or electrical connections. If it's leaking, shut the cold supply valve on top of the tank. I can give you the name of a plumber I trust. Anything else around the house I can help with?
The referral is a service, not a brush-off, and the last question keeps the door open. What counts as licensed work varies by state, so build this answer from the rules where you work. Which jobs to refer out covers the usual list.
Script: the price shopper
CallerHow much to hang a door?
YouDepends on whether it's prehung and if the frame's square. A straight swap in a good frame is usually a flat price I can give you once I see a photo. If the frame needs work, I'll price that on site before I start. Can you text me a picture of the opening?
You give real information without guessing a number that sticks. The photo request also shows who's serious.
Script: the landlord who won't be there
CallerIt's a rental. The tenant will let you in.
YouGreat. What's the tenant's name and number, and do they need notice? And who approves anything I find beyond the list, you or the tenant?
That last question saves you from the tenant who adds three items the owner won't pay for.
What screening is really protecting
Every call you answer mid-job costs you focus, and every call you miss costs you the job. A missed call from someone with a list is rarely one ticket, since those customers call back season after season. What a missed call really costs puts numbers on it.
Tighten your screening this week
Write your five questions and your minimum sentence on a card in the van. Use the same words on every call for a week, then notice which calls still surprised you at the door. Add one question for that. The handyman hub lists the call types you'll hear most, which makes a good checklist for your ready answers.
Questions owners ask
How long should a screening call take?
Two to four minutes for most small jobs. If the caller is describing a whole-house project, it's fine to book a walkthrough rather than trying to understand everything by phone. A long call about a small job usually means you're answering questions you should answer on site.
Should I ask for photos before booking?
For anything where size or condition drives the time, yes. A TV size and the wall type, a picture of rot around a door frame, or the tub caulk tells you more than a description. Ask for them after the call so the conversation stays short.
What if the caller just wants a ballpark price?
Give your rate and minimum, and a range for common flat-rate tasks if you have them. For anything else, say you'll give an exact price on site before you start. Guessing a total on the phone sets an anchor you'll have to argue with at the door.
Should I turn down calls from outside my service area?
Usually, unless the job is big enough to cover the extra drive or you're already booked nearby that day. A fixed trip fee for fringe areas lets you say yes to the good ones without losing money on the rest.
How do I spot a caller who'll be trouble?
Watch for someone who won't give an address until you name a price, wants you to finish another handyman's half-done job cheaply, or pushes for licensed work without a permit. None of these are automatic no's, but slow down and get the scope in writing.