By Jad Salman · · All guides
If you're a plumber and you've started Googling "answering service", you're probably at the point where missed calls are costing you work. Good. That's the right time to sort it.
There are a few very different ways to get your phone answered, and they suit different businesses. I'll go through each one honestly, including where I think an AI receptionist like Slotby isn't the right fit.
What You Actually Need from an Answering Service
Before comparing anything, it's worth being clear on what you want. For most plumbers it's something like:
- Calls answered when you can't, including evenings and weekends.
- The caller's name, number, address and postcode captured properly.
- A clear idea of what the job is, and how urgent.
- Ideally, the job booked in without you having to ring back.
- No extra admin for you at the end of a long day.
- Something that sounds professional, not like a call centre.
Keep that list in mind as you look at the options.
Option 1: Voicemail
Cost: Free.
The good: It's already there, and it's better than a phone that just rings out.
The not so good: Lots of callers won't leave a message, particularly for urgent jobs. When they do, messages tend to be short and missing key details. You still have to ring everyone back, and often the job has gone by then.
Best for: Very quiet periods, or as a last resort behind something else.
Option 2: A Family Member or Office Help
Cost: Anywhere from free (a very patient partner) to a part-time wage.
The good: A real person who knows your business and your customers. Hard to beat for warmth.
The not so good: They can't answer 24/7, they get ill and go on holiday, and it can put a strain on things at home. Paying a part-time receptionist is a big fixed cost for a sole trader.
Best for: Bigger firms with enough calls to justify an office.
Option 3: A Human Telephone Answering Service
Cost: Usually a monthly fee plus a charge per call or per minute. Prices vary a lot, so get quotes.
The good: Trained people answer in your business name, sound professional and can handle tricky calls. There are well-known UK providers that have done this for years.
The not so good: Most will take a message rather than book the job into your diary, so you still have to ring people back. Costs can climb in busy months, which is exactly when you need them. Out-of-hours cover is sometimes extra.
Best for: Businesses that want a human voice and don't mind paying per call.
Option 4: An AI Receptionist
Cost: Typically a fixed monthly price. Slotby starts from £79 a month.
The good: It answers every call, any time, without getting tired or putting people on hold. A good one can do more than take a message. Slotby, for example, takes the caller's details, checks they're within your travel range, books a slot straight into your Google Calendar and texts the customer to confirm. If the job doesn't fit, it texts you a proper message with everything you need to ring back. If someone mentions a gas smell, it gives the right safety advice straight away.
The not so good: It's not a person, and some callers will prefer talking to a human. It needs setting up properly with your working days and area, and like any new tool you should keep an eye on it for the first couple of weeks. It won't diagnose a fault or quote for a job, and it shouldn't pretend to.
Best for: Sole traders and small teams who are out on jobs all day and want bookings, not just messages.
A Word on Honesty and Recording
Whatever you choose, callers should know who they're talking to. Slotby always says it's an AI assistant at the start of the call, and tells people calls are recorded. If you're recording calls yourself, it's worth reading the ICO's guidance on handling personal data, because recordings count.
Questions to Ask Any Provider
- Can it book jobs, or only take messages?
- What happens out of hours and at weekends? Is that extra?
- How do I get the details? Text, email, app?
- What happens if someone has a gas emergency?
- Is the price fixed, or per call?
- Can I try it before committing, or get my money back?
- Can I keep my own number?
So Which Should You Pick?
If you're getting a handful of calls a week and always ring back the same day, voicemail and good habits might be enough. If you want a human voice and have the budget, a traditional answering service is a solid choice. If you're a busy sole trader who wants calls turned into booked jobs while you work, an AI receptionist is worth a look.
Slotby is built here in Seaford for exactly that. Plans start from £79 a month with a 14-day money-back guarantee, and setup takes under an hour. The best way to judge is to try it yourself. Ring our demo line on 07476 959334 and try booking a job. Any questions, send an enquiry and I'll call you back, or email hello@slotby.co.uk.
Jad, Founder of Slotby
Further reading: AI receptionist for plumbers: a plain-English UK guide, how Slotby works for plumbers and plans and prices.