The Premium Enquiry Playbook

§ I HOW TO USE THIS SCRIPT

This document is your roadmap for handling inbound enquiries from affluent homeowners across the Sunshine Coast, Brisbane, and Gold Coast. These clients expect a premium, consultative experience.

The Goal of the Call: NOT to close a sale on the phone. The goal is to (a) qualify the lead, (b) book the free on-site consultation, and (c) plant trust and authority.
Tone: Calm, expert, unhurried. Speak slowly. Ask more than you tell.
Mindset: You're a specialist consultant, not a salesperson. Behave like a luxury architect, not a tradie chasing a job.
Time Target: 12–18 minutes for a qualified high-end enquiry call.

"You're not selling a deck. You're earning the right to walk their property."

§ II PRE-CALL CHECKLIST (60 SECONDS BEFORE ANSWERING)

Have notepad / CRM open and ready to document details.
Know which region they're calling from (if visible from caller ID).
Take 3 deep breaths — energy carries on the phone.
Smile before answering — they can hear it.

§ III THE CALL STRUCTURE: 7 PHASES

PHASE 1 — OPENING (30 seconds)

"Good morning/afternoon, you've reached YBMT Pool Decks, this is [Name] speaking. How can I help you?"

[Wait — let them speak]

"Thanks so much for reaching out — pool decks are all we do, so you've come to exactly the right place."

PHASE 2 — DISCOVERY (5–7 minutes)

This is the most important phase. Lead with questions, not pitches. Uncover their vision before you offer solutions.

"Tell me a little about the project — are you building a new pool, do you have an existing pool, or are you looking at both?"
"Where are you located? Is the home in Brisbane, the Gold Coast, or the Sunshine Coast?"
"Is this home you live in now, or one you're building/renovating?"
"How would you describe the home itself? Modern? Coastal? Hamptons? Architecturally designed?"
"What size pool deck are you imagining — just the pool surround, or are you looking at a larger entertaining area too?"
"Have you thought about materials yet, or are you completely open?"
"Is there a particular timeline you're working toward? Is there a date you'd love this finished by?"
"Have you spoken to any other builders or pool deck companies yet?"
LISTEN CAREFULLY — WHAT DIDN'T THEY LIKE?
"And finally — do you have a budget range in mind, or would it help if I gave you typical ranges for projects like this?"

Pause 2 seconds after each answer to show you are listening.
Mirror their language (e.g., if they say "outdoor entertaining area," do not say "pool deck").
Take meticulous notes — you will need them for the consultation.
If they don't share a budget, that's completely fine. Don't push.

PHASE 3 — POSITIONING (2–3 minutes)

Once you understand the project, position YBMT confidently but not arrogantly.

"Based on what you've shared, this sounds like exactly the kind of project we love. Let me tell you briefly how we work, and then I'll suggest what I think the right next step is."

Key positioning points to weave in (use what is relevant; do not recite as a memorised speech):

"YBMT Pool Decks is the luxury division of Your Building & Maintenance Team. We're a QBCC-licensed Queensland construction company, fully insured, with over 50 years of combined experience."

"What makes us different from a general builder is that pool decks are all we do. So when we walk into your home, we already know the Queensland compliance regulations, we already know which materials hold up in your microclimate, and we already know how to integrate decks with pool fencing in ways most builders don't."

"Every project we take on includes a written 7-year workmanship warranty, full council approvals handled by us, and engineering certifications done in-house."

PHASE 4 — INDICATIVE INVESTMENT (if they ask)

Rule: Never quote a single number. Provide ranges.

Signature Tier

$50,000 – $75,000

Premium hardwood or composite, frameless glass fence, beautifully built.

Premier Tier

$75,000 – $120,000

Mixed materials, custom features, integrated lighting and drainage.

Bespoke Tier

$120,000+

Full architectural custom design, multi-zone, premium everything.

"Most projects we do for homes like yours land in the Premier tier — but until we visit and measure, those are just rough ranges."

IMMEDIATELY PIVOT TO NEXT STEP TO MAINTAIN CONTROL OF THE CALL.

PHASE 5 — THE CONSULTATION OFFER (The Close)

"Here's what I'd suggest as a next step. We offer a free on-site consultation — I'd send our Project Manager, Darcy Coombs, out to walk the site with you. He'll take measurements, talk through your vision, identify any compliance considerations, and then within 48 hours of that visit you'll have a detailed design concept and a transparent line-item quote in your inbox. There's no charge, no obligation, and you'll know exactly what you're working with."

[Pause — let them respond]

"Would that be useful for you?"

PHASE 6 — BOOKING THE CONSULTATION

"Wonderful. Let me find a time that works. Darcy generally has availability [list 2–3 specific time slots]. Which of those works best for you?"

Lock in the time, then say:

"Perfect. I'll send you a calendar invite and an email confirming. Darcy will text you the morning of the visit just to confirm. Anything else you'd like to bring up before we wrap?"

PHASE 7 — POST-CALL FOLLOWUP (Within 60 minutes)

Send an email containing the following details:

Calendar invite for the consultation.
The YBMT Pool Decks Buyer's Guide PDF (attached or link).
Link to website gallery / case studies.
Darcy's direct mobile number.
One-line personal note referencing something they mentioned (example: "Loved hearing about your Noosaville renovation — looking forward to walking the site Tuesday.")

§ IV OBJECTION HANDLING

Common pushbacks and the elegant responses designed to educate and establish authority.

OBJECTION: "Why are you more expensive than other quotes I've had?"

"That's a fair question. The honest answer is that we engineer pool decks to last 25+ years, not 7–10. Most of the cost difference is in the substructure, drainage, and fixings — the things you don't see on day one but determine whether your deck is still beautiful in 2040. We're happy to walk you through exactly where the dollars go when we send the quote."

OBJECTION: "Can you just give me a rough price over the phone?"

"I'd love to, but I'd be doing you a disservice. The biggest cost drivers — site access, substructure requirements, drainage complexity, compliance integration — none of those can be assessed without seeing the site. What I can tell you is that for the size you're describing, projects in our portfolio typically land between [X] and [Y]. The consultation is free and there's no obligation — we'd rather give you an accurate quote than a guess that wastes both our time."

OBJECTION: "We're getting three quotes."

"Smart approach — I always recommend that. When you compare, I'd suggest checking three things on each quote: QBCC license number, written workmanship warranty length, and whether they include all compliance and council approval work. Those three details separate the specialists from the generalists. We're happy to be one of your three."

OBJECTION: "We're not ready yet — we're still in planning mode."

"Completely understand. Most of our best projects start exactly there. Would it help if I sent you our Buyer's Guide? It walks through materials, costs, compliance, and the questions to ask. No pressure — just so you've got expert information while you're planning. And when you're ready, we'll still be here."

OBJECTION: "Can you do it cheaper if we go with [material/option]?"

"Yes — and there's a good honest conversation to have about it. Some material trade-offs save real money without sacrificing quality. Others save money upfront and cost more in 5 years through maintenance and replacement. When Darcy visits, he'll walk you through where you can save and where it's not worth it."

OBJECTION: "Are you insured / licensed?"

"Yes — QBCC licensed [insert license number], $20 million public liability, and full Home Warranty Insurance through QBCC on every project over $3,300. I'll send the license details with the consultation confirmation so you can verify directly with QBCC."

§ V RED FLAGS: WHEN TO POLITELY DECLINE

Not every enquiry is a fit. Protect the team's time by politely qualifying out if any of the following apply:

Budget under $30K with premium materials in mind (recommend a generalist deck builder).
Outside the SEQ service area.
Shopping purely on price, with zero interest in compliance or long-term quality.
Work that is not actually a pool deck (refer back to general YBMT for renovations/maintenance).

"It sounds like your project might be a better fit for [recommendation]. We specialise specifically in [X], and I'd hate to take you down a path that's not the best use of your time. Happy to recommend a few good builders who do exactly what you need."

§ VI VOICEMAIL & MISSED CALL PROTOCOLS

Voicemail Return Call

"Hi [Name], this is [Name] from YBMT Pool Decks returning your call — thanks for reaching out. Is now a good time, or would you prefer I call back later?"

Missed Call (No Voicemail)

Call back within 1 business hour. If no answer, send an SMS follow-up:

"Hi [Name] — [Your name] from YBMT Pool Decks here. Just tried calling back. Happy to chat when you've got 5 minutes — or text me a good time and I'll call then."

Quick Reference — Premium Enquiry Call

1. Discovery (The 9 Questions)

New pool, existing, or both?
Location? (Brisbane / GC / SC)
Living there now, or building/renovating?
Describe the home style?
Size? (Surround only or larger area?)
Material preferences?
Timeline/Deadline?
Other builders spoken to?
Budget range in mind?

2. Indicative Tiers

Signature
$50k–$75k

Premier
$75k–$120k

Bespoke
$120k+

3. Objection Cheatsheet

More expensive?	We engineer for 25+ yrs, not 7-10. Focus is substructure & drainage.
Rough price now?	Can't assess site access/compliance blindly. Free site visit ensures accuracy.
Getting 3 quotes?	Smart. Compare QBCC license, warranty length, and compliance inclusions.
Not ready yet?	Understandable. Send Buyer's Guide. "When you're ready, we're here."
Cheaper materials?	Yes, we can discuss trade-offs (upfront savings vs long-term maintenance).

4. The Booking Close

"We offer a free on-site consultation... Darcy will walk the site, measure, and send a detailed design & line-item quote in 48 hours. Would that be useful for you?"

PROJECT MANAGER: Darcy Coombs — [Mobile Placeholder]
MAIN OFFICE: [YBMT Phone Placeholder]
QBCC LIC: [License Placeholder]