I always answer my mobile phone in the same professional manner. It is always turned on-always with me-reserve battery-answer machine after 5 rings. I check, log, and return all missed calls within the hour.
I keep an appointment/info pad and pen in my reach at all times during business hours.
If I'm in my company vehicle, my kit is with me-ALWAYS.
When I get a call for a repair, I have a checklist of information that I ask. I try to control the conversation and make an appointment for the repair at that time. I get a return phone number and usually call ahead 1/2 hour before I arrive, then I arrive in exactly 1/2 hour.
I have all my insurance contact numbers,specific network protocols and invoicing paperwork on hand. No stumbling around.
I have a rehearsed script that I use to explain FREE repairs, and also am very specific in making sure that my customer is aware of the expectations,warranties, and disclaimers involved in windshield repair.
I have an exact non-negotiable price for cash customer repairs, but discount multiple chips or vehicles. The price is agreed upon BEFORE I arrive NOT after.
At the end of each insurance repair, I give the customer a copy of my invoice showing the billing to their insurance company with the balance due from them as zero. If they ask what I'm getting for the repair, I just say" different prices for different areas of the country."
And last but not least, I always thank the customer and ask them how they heard about me. Follow these suggestions if you want, I know they probably aren't for everybody. It may take a few nights of writing, role playing, rehearsing, and memorizing but for me this is working great. As far as what to write in your script, that is a personal choice. Address the priorities and work within your level of comfort. As I said, the old pros probably don't need a script , I imagine they can rattle this stuff off in their sleep.
Bob