Published by Intelligent Office Boulder
September 28, 2026
4 minute read
PHONE ANSWERING
Most Boulder businesses answer the phone a slightly different way every time. A written script fixes that in an afternoon.
Every Boulder business already has a call script. Yours lives in your head, changes with your mood, and disappears the day you hand the phone to somebody else.
Writing it down takes about an hour. The payoff is that any trained person can answer your line and the caller cannot tell the difference.
START HERE
Three pieces of information do the work: your business name, the name of the person speaking, and a question that hands the call to the caller. “Good morning, Sierra Plumbing, this is Dana, how can I help you today?” gives a stranger everything they need to keep talking.
Skip the menu. A caller who wanted to press buttons would have used your website. Skip the hold music on the first ring as well, since a Boulder customer comparing three businesses will hang up and dial the next one rather than wait.
Four questions cover almost every service call: what the customer needs, where they are, how soon they need it, and the best number to reach them. Ask them in that order and you have a usable lead even if the call drops halfway through.
Add whatever your business cannot quote without. A roofer needs the age of the roof. A family law firm needs the county. An HVAC company needs to know whether the system is running at all. Write those in, and your receptionist stops guessing.
WHY IT MATTERS
You cannot hand off a phone line you have never described. A written script is the difference between taking a Friday off and checking voicemail from the parking lot at your daughter’s game.
A widely quoted study of small business call handling found roughly 62% of calls went unanswered. Almost none of those businesses were ignoring the phone on purpose. They were on a ladder, in a meeting, or already on another call.
Good scripts tell the receptionist where the edge is. Ours say which questions to answer outright, which to take a message on, and which callers to put straight through to you no matter what you are doing. You decide those rules, and you can change them by email in a morning.
Our Boulder receptionists screen calls, so the sales pitches and the recorded warranty calls never reach your phone. Calls under 5 seconds are not charged, which covers the robocalls that hang up on themselves.
ON THE GROUND
Boulder founders switch context all day, which is the strongest argument for writing the script down. What you say on the phone at 9 am after coffee and what you say at 4 pm after three meetings are not the same greeting, and a customer can hear the difference.
Put the four questions in writing and hand them to somebody else. Our Boulder team answers from 4450 Arapahoe Avenue using your script, so the version of your business that picks up at 4 pm sounds like the one that picked up at 9.
WATCH
How an Intelligent Assistant works with your team.
TALK TO US
Live phone answering starts at $225 a month and includes a dedicated business number, a call script you approve, and messages sent to your inbox. Call our Boulder office at 303.447.9000 or ask for a walkthrough.
| Talk to the Boulder team |
Our receptionists work out of 4450 Arapahoe Avenue, Suite 100 at Arapahoe and Foothills. They answer your business calls from 8 to 5, screen out the sales pitches, and work in parallel so two customers calling the same minute both reach a person. After-hours coverage is available as a paid add-on. Calls under 5 seconds are not charged.
Technology handles the routing, the recording and the scheduling. A person finishes the conversation, and you can come to the office and meet them.
SOURCES
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