Expert Tips for Answering the Phone in Your Daycare or Childcare Center

Feb 20

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Ready to master the art of answering the phone like a pro? As a childcare provider, nailing that first inquiry phone call is crucial. It sets the tone for families interested in your center.

I have been guilty of answering the phone under stress making the potential parent feel like they were an inconvenience. It wasn’t my intention, but the day was a little chaotic, and I wasn’t prepared.

For this reason, I’ve put together this guide to help you know what to say when the phone rings, make connections, book tours, and ultimately fill up your daycare, childcare center, or preschool.

Before we get started, If you’re new to my site, don’t forget to snag my FREE Interview Guide to hiring quality staff for your program before you leave!

Now Let's dive into our step-by-step guide to ace those phone conversations and fill up your childcare business.

Answer Quickly

When the phone rings, be ready to answer promptly! Try to pick up by the second or third ring, especially during busy school hours. Being quick on the draw shows families that you're attentive and reliable, ready to address their needs and provide assistance whenever they reach out.

This promptness sets a positive tone for their interaction with your childcare center, instilling confidence in your professionalism and dedication to excellent customer service.

Answer Warmly and with Enthusiasm

Warmth goes a long way in making a positive impression! Before answering, remember to smile and take a deep breath, even if things are chaotic and busy. Make sure to not sound inconvenienced. Speak slowly and clearly, making sure to enunciate your program’s name. Let your personality shine through in your greeting, making the caller feel welcome and valued right from the start!

"Good morning! Thank you for calling Little Explorers Childcare. This is Sarah speaking. How may I help you today?"

Listen and Make Connections

Listening is key! When a parent calls with a question, actively listen to the parent's needs and concerns to build a connection. Try to mirror their words or express understanding of their situation. This validates their feelings and demonstrates empathy.

Don't forget to ask for their name and their child's name and age. This personal touch shows you genuinely care about them and have an interest in getting to know them.

Example Script # 1:

You: “Thank you for calling Little Explorers Childcare. This is Sarah speaking. How may I help you today?"

Parent: "Do you have a toddler program available?"

You: "Absolutely! I’d love to give you some info. Can I have your name, please?"

Parent: "Sure, it's Sarah."

You: "Thanks, Sarah! And what’s your child’s name and age?

Parent: "My son is James. He’s 18 months."

You: "Lovely! James is at such a precious age. Let more tell you about our toddler program."

Example Script #2:

You: “Thank you for calling Little Explorers Childcare. This is Sarah speaking. How may I help you today?"

Parent: “I currently have my child at another center, and I’m considering moving him to a different daycare. I don’t like the way they….”

You: “I can see how (briefly repeat what the parent said but in different words) would make you feel uncomfortable (or unhappy, concerned). It’s so important that you know your child is being well cared for and that you trust that your child is in good hands. I would love to give you information about our program and tell you how our program is different, but first, can I get your name?”

Parent: “Yes, it’s Cindy.”

You: “Thanks, Cindy! And what is your child’s name?”

Parent: “Parker”

You: “What a cute name! And how old is Parker?”

Parent: “He’s 3 years old.”

You: “Ok great! We have a wonderful 3 year old program (or pre k program). Let me tell you more about it.”

Example Script #3:

You: “Thank you for calling Little Explorers Childcare. This is Sarah speaking. How may I help you today?"

Parent: “I’m expecting and I’m looking for a daycare for my baby.”

You: “Oh, that’s wonderful. Congratulations! When are you due and when are you going to need care?”

Parent: “I’m 5 months pregnant. I’m due in January and I’ll need care the first of March.”

You: “I would love to tell you about our infant program, but first, can I get your name?”

Parent: “Susie”

You: “Thanks Susie. Is this your first child?”

Parent: “Yes, it is”

You: “How exciting! I know how important it is to choose the right place for your little one, so let me tell you about our infant program.”

Don’t be afraid to “sell” your services!

When talking about your programs, mention the room size, child to teacher ratio, any curriculum you offer, and what sets you apart from other childcare centers or daycares.

If you have great teachers, talk about them too! If you give amazing care, tell them that! Make parents feel confident that their child will receive exceptional care and a great education. Tell them what makes your daycare better than the competitors.

Don’t be afraid to “sell” your daycare or center to your prospective customers. If you love what you do, communicate that to them. You are doing THEM a disservice if you undersell your program and they go somewhere else receiving lesser quality of child care.

Use Scarcity

Try the scarcity technique to close the deal. If you have several openings, do not tell the parent. Instead, tell the parent that you currently have an opening for their child.

Mention that you only have limited space and that it is first come, first serve. If you have another parent considering enrollment, communicate that. I would not recommend fabricating the truth, but you want them to know that if they don’t act soon, the spot may not be available. Don’t be pushy, but do be confident!

Book a Tour

After providing parents with information about your programs, extend a warm invitation for them to visit your childcare center, preschool, or daycare for a personalized tour.

This not only allows them to see the physical environment where their child will spend time but also provides an opportunity to meet your dedicated team of caregivers and educators.

During the tour, you can give them your parent handbook or policies, showcase the unique features of your facility, highlight engaging activities, and address any specific questions or concerns they may have.

Ultimately, this firsthand experience fosters trust and confidence in your program, making it more likely for parents to choose your childcare center for their child's care and development.

Click here to learn How To Give An Amazing Tour Parents Can’t Refuse

There are several ways to schedule tours during a phone call.

Offer available time slots during the call and manually note the tour in your phone or Google Calendar.
Utilize appointment scheduling software like Calendly or Acuity to schedule the tour for them right then and there. They will be sent an email confirmation and text reminder before the tour.
Direct parents to your website to schedule the tour themselves. Again, you can integrate an appointment scheduling software like Calendly on your website. By the way, if you need to design a website, I recommend using Squarespace. It’s an all in one platform that allows you to easily create a beautiful website with their drag and drop templates.
Offer to email them the Calendly booking link so they can schedule the tour at their convenience.

No matter how you choose to schedule the tour, the point is to just schedule the tour!

Example Script:

You: "It's been great chatting with you, Michael! Would you like to schedule a tour to see our facility and meet our team? We give tours on Monday and Wednesday afternoons from 1:00 - 6:00. What day and time works best for you?”

Parent: “Wednesday at 5:00 will work.”

You: “Ok great! What’s your email address and phone number so I can lock that in?”

Parent: “My email is… My number is…”

You: “Great! I look forward to seeing you Wednesday at 5:00.” (or I’ll email over that tour confirmation right away or I’ll email you that scheduling link right away)

Should you give rates over the phone?

There are differing opinions on this matter. Some argue in favor of providing pricing information upfront, stating that it's crucial for parents to know early on. This way, if the tuition costs exceed their budget, they can make an informed decision without wasting time.

On the other hand, there are those who advocate for withholding pricing details initially. They believe that even if their program is pricier, families might still opt for it after visiting and experiencing firsthand what the facility has to offer, trusting the quality and value over the price tag.

Most providers encourage parents to schedule a tour rather than immediately providing rates over the phone. However, if parents insist on receiving rate information during the initial phone call, I would politely ask for their email address and let them know that you will email them an e-brochure containing comprehensive rate details and additional information about your childcare services.

Obtaining their email address will provide you an opportunity for future follow-up. With their email on hand, future communication can keep them updated on any upcoming events, special offers, or new developments at the childcare center.

This ongoing engagement can help nurture a relationship with the parents and keep the center top-of-mind as they continue their childcare search.

Example Script:

Parent: "What are your rates for infant care?"

You: "I'd be happy to provide that information. Could I get your name first?"

Parent: "Of course, it's Michael."

You: "Great, Michael! And is your child a son or daughter?"

Parent: "She's my daughter, Emma."

You: "Wonderful! We typically go over all of the rate information during our tours, which give you a chance to see our facility and meet our team. Would you be interested in scheduling a tour?"

Scenario 1: Parent Books the Tour

Parent: "Yes, that sounds good. Can we come in this Friday at 5:00?"

You: "Absolutely! I'll note that down for you. Can I get your phone and email so that I can lock that in?”

Parent: “Sure it’s michael@example.com and 123-444-5555.

You: “Great! Thank you Michael! We look forward to seeing you and Emma on Friday!"

Scenario 2: Parent Insists on Rates

Parent: "Actually, I'm in a bit of a rush. Can you just give me the rates?"

You: "Of course, Michael. Can I get your email address? I'll send you an e-brochure with all the rate details and additional information about our programs.”

Parent: "Sure, it's michael@example.com."

You: "Thank you, Michael! I'll send that over to you shortly. In the meantime, if you have any questions or would like to schedule a tour in the future, feel free to reach out. We're here to help!"

If the parent refuses to give their email address, you can simply give the rates over the phone and politely close out the call.

Example Script #1:

Parent: “No, I would rather not give you my email.”

You: “ok, no worries. Our registration fee is (give reg fee). Our toddler rate is (give weekly rate). Would you like to schedule a tour?”

Parent: “Not right now. I’ll get back with you later.”

You: “Ok no problem. If you have any questions or would like to schedule a tour in the future, feel free to reach out. We're here to help!"

Example Script #2:

Parent: “No, I would rather not give you my email.”

You: “ok, no worries. Our registration fee is (give reg fee). Our toddler rate is (give weekly rate). Would you like to schedule a tour?”

Parent: “Yes, that would be great.”

You: “Perfect. We give tours on Monday and Wednesday afternoons from 1:00 - 6:00. What day and time works best for you?”

Follow-Up

Even if they don't commit to a tour right away, stay in touch! Send them any information you promised and follow up in 2 - 3 days. Reach out to the parent by email, phone, or text and ask if they have any questions. Following up shows your dedication to helping them find the best childcare option.

I recommend emailing something like this… “Hi Mrs. Smith, It’s Sarah from Little Explorers Childcare. It was a pleasure to talk with you the other day. Let me know if you have any questions or if there is anything else I can do for you or your family. Just in case, here’s the link to book a tour. Warm wishes!”

What if you have a waiting list?

This entire article has been for those who have open spaces to fill, however, I'd like to briefly mention what to communicate if you find yourself with a waiting list. Remember, those on the waiting list are still valuable potential future customers.

First of all, if you have a waiting list, good for you!!! You will want to answer the phone with the same warm greeting. After they express interest in your daycare or childcare center, let them know that you currently have a waiting list but would love to give them information and let them know how to be placed on this waiting list if they are interested.

Ask for their email address and offer to either place them on the waiting list or email them an e-brochure.

Conclusion:

Mastering the art of phone calls is essential for childcare providers looking to boost enrollment. By implementing these strategies, you can elevate your phone call interactions, attract more families to your childcare center, and create a thriving and successful business.

Consistency is key, so make sure everyone on your team follows these steps to provide a friendly and personalized experience to every caller. Click here to download a free Phone Script Guide PDF!

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