The Great Debate: Commercial vs Residential Phone Scripts
One cleaning business owner shared a story that illustrates why scripts matter. On residential calls, they never knew who would pick up or why they called. Using a strong company-level value proposition — "Thank you for calling John's Cleaning Service, the oldest and most trusted cleaning business in [Town]." — immediately built credibility and trust, no matter the caller.
Commercial calls were different. Here, the team knew the prospect, often a facilities manager or office manager. Scripts could be personalized, highlighting specific value propositions relevant to the industry, company size, or decision-maker’s title. One well-crafted commercial call even turned a hesitant facility manager into a multi-year contract within 10 minutes.
Aligning your script to the type of lead is key: broad trust for residential calls, precise relevance for commercial calls. The right words can transform a simple phone call into a booked contract.
💡 Pro Tip: Learn how to use powerful words in commercial cleaning scripts to maximize conversions in our guide: Powerful Words in Commercial Scripts .
The Role of Phone Scripts in Growing Your Cleaning Business
Phone scripts are the backbone of every cleaning business's lead conversion strategy. They ensure your team communicates a consistent value proposition, handles objections effectively, and maximizes every opportunity — whether the call comes from a residential client or a commercial prospect.
A strong script saves time, builds credibility, and increases booked jobs by aligning messaging to the caller’s expectations. One cleaning business we helped noticed a dramatic jump in conversions after implementing scripts that were tailored to each type of lead.
Want to see how you can leverage scripts for phone calls and email outreach to increase your cleaning business leads? Check out our guide on cold email templates for cleaning services to complement your phone strategy.
Side A: Residential Phone Scripts
✅ Pros
- Builds instant credibility using company reputation (“largest/oldest cleaning business in town”).
- Works for unknown callers — covers a wide audience.
- Simple to train staff and maintain consistency.
- Establishes trust immediately for first-time residential clients.
⚠️ Cons
- Cannot tailor messaging to individual caller needs — limited personalization.
- Some callers may have unique needs not addressed by broad messaging.
- Less persuasive for high-value residential clients who care about specifics.
- Relies heavily on a strong company reputation to convert leads.
Side B: Commercial Phone Scripts
✅ Pros
- Messaging can be tailored to industry, company size, and decision-maker title.
- Demonstrates expertise and credibility with a relevant value proposition.
- Higher likelihood of booking larger contracts due to personalized approach.
- Allows for objection handling and detailed service explanation upfront.
⚠️ Cons
- Requires research on the prospect before the call — more preparation needed.
- Staff must be trained to adapt scripts for different industries or decision-makers.
- Less effective if the target prospect data is incomplete or inaccurate.
- May take longer per call compared to standardized residential scripts.
Key Variables to Consider: Residential vs Commercial Phone Scripts
Choosing the right phone script depends on your lead type, company goals, and available resources. Here are the critical variables to weigh:
| Lead Type | Residential calls are unpredictable; commercial leads are researched and targeted. |
| Decision-Maker Info | Commercial calls often allow tailored messaging for titles, industries, and company size. Residential relies on a broad company-level proposition. |
| Preparation Time | Commercial calls require research; residential calls can use standardized scripts. |
| Call Duration | Commercial calls may be longer due to tailored value proposition; residential calls are generally shorter. |
| Training Complexity | Commercial scripts require staff to adapt messaging; residential scripts are easier to train and maintain consistency. |
Phone Scripts That Convert: Cleaning Business Insights
Watch our step-by-step guide to mastering phone scripts for cleaning businesses. See real-world examples and micro-narratives showing what works for residential vs commercial calls.
Frequently Asked Questions About Phone Scripts
Every cleaning business faces challenges with inbound calls. Here’s a micro-narrative approach to the answers:
Why does a company-level value proposition matter for residential calls?
When Alex started answering residential calls, he had no idea who was calling or why. Using a company-level value prop—“Thank you for calling John’s Cleaning Service, the most trusted team in Townsville”—instantly created trust and framed every conversation professionally. Prospects responded better and conversion rates climbed.
How do commercial phone scripts differ from residential?
Commercial calls allow you to tailor your message to the decision-maker. For example, we coached a client targeting office managers—they referenced company size, industry, and contract type in the first 30 seconds. Conversion jumped because the prospect felt understood and valued.
Can scripts improve lead conversion for small cleaning businesses?
Yes. Maria, a solo cleaner, used a simple, micro-narrative script highlighting her years of experience and local reputation. Within weeks, more callers booked immediately instead of asking for quotes—showing that even small businesses can appear credible and professional.
How do I train my team to handle calls consistently?
A cleaning franchise we worked with created micro-narrative scripts for each scenario—residential, small commercial, large commercial. Staff role-played with real-world examples until responses felt natural. Consistent training increased booked jobs by 30% in 90 days.
How do I start implementing effective phone scripts?
Begin by identifying your most common inbound calls, then draft scripts that reflect your company’s value, success stories, and trust signals. Test them, gather feedback, and iterate. Over time, you’ll have a script library tailored to every lead type.
Learn more about using powerful words in your commercial cleaning scripts here.
Master Your Calls & Convert More Cleaning Leads
Option A – Ad-Hoc Calls or Paid Leads: You answer calls without a structured script. Leads are hit-or-miss, prospects may not be qualified, and conversions depend on luck and improvisation.
Option B – Downloaded Phone Script: You follow a proven script tailored to residential and commercial callers. Every conversation builds trust, pre-qualifies the lead, and maximizes your chances of converting inquiries into paying clients.
Which approach sets you up for consistent growth and less stress in your cleaning business?