Missed call SOP
This is the one-page version. Print it, tape it next to dispatch, and the missed call response stops depending on memory. Everything below fits on a sheet of paper on purpose.
The rule
Every missed call gets a text within one minute. The text collects name, job type, location, and urgency. The callback happens with that context in hand.
The checklist
- Call missed. Text-back goes out immediately. No judgment call, it always goes.
- Customer replies. Collect the four basics in order. Name. Job type. City or address. Urgency.
- Basics collected. Log the lead where your team can see it. Phone notes do not count.
- Callback within the stated window. Open with what you already know, not "so what do you need?"
- No reply after a few hours. Send one follow-up the same day. If still nothing, stop. Two messages maximum.
The scripts
Text-back
Intake
Same-day follow-up
The after-hours variant
What not to do
- Do not try to sell by text. The text collects context. The call closes the job.
- Do not send more than two messages to a silent lead.
- Do not call back blind when the intake already told you the job.
- Do not let the text-back depend on whoever happens to be free.
The kit includes everything behind this SOP
The Contractor Process Redesign Kit has the full script set, intake prompts, follow-up sequences, and step-by-step setup for common phone and CRM tools.
FAQ
What is a missed call SOP?
A standard operating procedure that tells your team exactly what happens when a call is missed. Who texts back, what the message says, what information gets collected, and when the callback happens.
How fast should the text-back go out?
Under one minute is the target. Under five minutes still recovers many leads. The SOP exists so the response does not depend on who is free.
Do I need special software to run this SOP?
No. If your calls can forward to a number that can send texts, you can run the workflow. The SOP is tool agnostic on purpose.
Get the Contractor Response Pack
This SOP plus the text-back scripts, the four-question intake, and the follow-up sequence on one printable page. No charge, no drip sequence.
Related guides
Running a bigger operation?
If missed calls are one symptom of a wider response problem, with slow follow-up, weak intake, or scheduling chaos, the AI Operations Audit maps every leak at once and tells you which fix pays back first.