Steady Hands LLCField Playbook
Calling Guide
The complete, word-for-word guide for every call type — built on the Steady Hands system: consultative discovery, honest numbers, ethical conduct. Scripts here are structures, not handcuffs — adapt the words, keep the principles.
Before dialing, know which conversation you're walking into. Each type has its own script below — find your situation, open its tab.
| Your Situation | Call Type | Go To |
|---|---|---|
| List from the manager — never spoken to them | Cold | Cold Calls tab |
| They filled the interest form / visited the site | Warm — Form Follow-up | Warm Calls tab · Scenario A |
| A happy client gave you their name | Warm — Referral | Warm Calls tab · Scenario B |
| Past prospect who said "call me in [month]" | Warm — The Kept Promise | Warm Calls tab · Scenario C |
| Preview sent — no response yet | Warm — Preview Follow-up | Warm Calls tab · Scenario D |
| They didn't pick up | Voicemail | Voicemail tab |
| Someone other than the owner answered | Gatekeeper | Gatekeepers section |
Website Development
One-time · full design & build · mobile-ready · preview before launch
Standard Hosting
Hosting · maintenance · support when needed
Business Hosting
Everything in Standard + admin area for content that changes often
Every script in this playbook is a variation of this one spine. The type of call changes the opener and the context — the spine never changes. Full training: Chapters 4–7.
"Hi, is this [Name]? … My name is [Name] with Steady Hands — we build and host websites for local businesses here in Las Vegas. This is a cold call — I know you weren't expecting it. Can I have thirty seconds to tell you why I called, and then you decide if it's worth continuing?"
Why it works: naming the cold call disarms it. Asking permission hands them control — the opposite of every pushy call they've screened today. Most people grant 30 seconds to someone honest.
"Hi [Name] — [Name] from Steady Hands, web design and hosting for local businesses. I was looking at [their industry] here in [area] and noticed most of the shops that come up first in a Google search have websites — and I couldn't find yours. Did I get that right, or is there a site I missed?"
Why it works: specific, verifiable, and it opens discovery with a question instead of a pitch. If they DO have a site — you just earned credibility for the honest correction, and pivot to the refresh angle.
"How do most new customers find you today?"
"Do you ever struggle with people not finding you online?" (CGP-C)
"What goal is that challenge keeping you from — more new faces, fewer interruptions?" (CGP-G)
"How are you handling that today?" (CGP-P)
"When do you need to see that change — this season, or is there a better window?" (TCI-T)
Rules: listen 60–70% · few and purposeful · every answer shapes the next question · write their words down — they become your material.
"You said maybe 3–4 people a month find a competitor instead. Roughly what's an average new customer worth to you per visit? … Okay — so that's about [3–4] × [$X] a month walking past. That's YOUR rough number — am I math-ing your estimate right?"
"And if nothing changes for a year?" (TCI-C) — let them say it.
Rules: client supplies inputs · round conservatively · label it their estimate · never inflate. The Gap is a mirror, not a weapon (Ch 4).
"What would you plan to invest to fix this?" (Budget)
"Who else is part of a decision like this?" (Authority)
"Where does a website sit on your list right now — top, middle, 'someday'?" (Agenda)
Why before price: every "too expensive," "ask my spouse," and "not a good time" is a BAA question you skipped. Qualify it now and objections mostly evaporate later (Ch 5).
"Based on everything you've told me: a complete website — designed, built, mobile-ready, launched for you — is $100, one time. Hosting starts at $20/month: we keep it fast, online, and maintained, and support is a phone call away. Against the [their gap number] a month you described — you see the math. And here's the part owners like most: you see a preview of YOUR site before anything goes live."
"Want me to get your preview started this week?"
The One Rule: ask once. Then stop talking. Silence closes; chatter un-closes (Ch 7).
"Totally understood — I won't take your working time. Quick one: mornings or afternoons usually better for a two-minute call? … Great, [day/time] it is — I'll call then, and not before."
Why: converts a brush-off into a scheduled warm call. Honor the slot exactly — the kept promise IS the reputation.
"It is — and I'd rather be straight with you about that. Thirty seconds on why I called, then your call. Fair?"
Why: honesty is disarming. If they still say no: "Fair enough — have a good one." Log it, next dial. No wear-down. Ever.
"Happy to — so I send something worth reading instead of spam: what's the one thing you'd want a website to actually do for you? … Got it. I'll send exactly that, and I'll follow up Thursday — does that work?"
Why: the question keeps discovery alive, personalizes the email, and books the follow-up. Generic "info" emails die in inboxes; answers to THEIR question get read.
"Hi [Name] — [Name] from Steady Hands. You filled out the form on our website about getting [business type] online — thank you for that. Before I talk about anything we offer, can I ask you a few questions so I actually understand your situation?"
Why: acknowledges THEIR action (they started this), then immediately moves to discovery — the consultative frame from the first sentence. Run the full CGP ladder from the Cold tab.
"Happy to share it — and I will in a second. One quick question first so the number means something: how are new customers finding you today? … [listens] … Okay. Then here's the honest picture: $100 one-time to build it, hosting from $20/month. And against what you just described — [their situation] — that's the fix. Fair deal?"
Why: price in a vacuum invites comparison-shopping. Price after one discovery question lands as an answer, not a quote. Never stall the price — just earn it first.
"Hi [Name] — [Name] from Steady Hands. [Referrer] at [their business] gave me your name — we just finished their website, and I'm calling because [Referrer] thought you might be in the same spot they were. Did they mention I'd be reaching out?"
Why: borrowed trust is the warmest door in business. Mention the referrer by name, reference their real situation — then still run discovery. Referred ≠ pre-qualified; their situation is their own.
"Here's what [Referrer] did, for what it's worth: preview first, then decide — never the other way around. Want me to build yours the same way so you can see it before committing to anything?"
"Tom — it's [Name] from Steady Hands. I promised I'd call in November, and here I am. How was the season?"
"Since we last spoke, what's changed on your end?"
"You mentioned winter bookings look thin — so the timing you wanted is actually… now?"
"Want the preview before the holidays?"
Why: the kept promise IS the rapport — no re-introduction needed. Then re-discover: the old Gap is stale data until re-verified. His June Agenda becomes his November urgency — his calendar, his logic. Full training: Chapter 10, Scenario 2.
"Hi [Name] — [Name] from Steady Hands. Sent over the preview of your site Thursday — did it come through okay? … If you've had a chance to look: what did you think? And if you haven't — no rush, take your time. Any question at all, I'm at (702) 372-6399."
Why: first question is technical ("did it arrive?") — gives them a graceful exit if they haven't looked. Zero pressure. One friendly follow-up after 3 days, one more after a week — then it goes to the nurture list with a logged date. Never daily calls.
"Hi [Name] — [Name] with Steady Hands, here in Las Vegas. We build and host websites for local businesses — [Referrer/industry hook if any]. I'll try you again [day]. If it's easier, my number is (702) 372-6399. Thanks!"
Rules: under 20 seconds · name twice (yours and theirs) · one hook, zero pitch · clear callback day · number at the end, spoken slowly. A rambling voicemail gets deleted at second ten; a crisp one sometimes gets returned.
"Of course — [Owner] filled out a form on our website asking about getting [business type] online. I'm following up on THEIR request. Is he seeing clients right now, or is there a better moment today?"
Why it works: transparent · references the owner's own action · asks the gatekeeper to help schedule — turning them from filter to scheduler. Respect buys a warm transfer; pushiness buys "some salesperson is holding."
"I figured — that's part of why she reached out, actually. Could I grab ten minutes with her this afternoon, or would tomorrow morning be easier on the floor?"
Why: the either/or scheduling question shows you understand the business's rhythm — and gives the gatekeeper an easy, useful decision. Full gatekeeper training: Chapter 10, Move 1.
"Completely fair. Could I leave my name and number for [Owner] — (702) 372-6399, Steady Hands, about the website request? And thank you for guarding their time — that's exactly the right instinct."
Why: respect the wall, leave a professional trace, and compliment the function. Gates sometimes open months later — the gatekeeper remembers who was decent.
We would rather lose a sale honestly than win one dishonestly. The first keeps the pipeline warm — the second burns the map (Ch 7).
SEO campaigns, ads, social packages, custom development:
"That's outside what I handle personally — let me connect you with our team."
Never improvise a promise. Escalate through official channels.
"Great question — I can connect you with our team for references."
Reference real client industries freely. Never invent results, quotes, or numbers for named clients. Honesty about proof limits is itself proof of character.
| Channel | Detail | When to Give It |
|---|---|---|
| Phone / Text | (702) 372-6399 | Trust objections · "how do I know you're real?" · always at close |
| kiara@steadyhandsop.com | Written confirmations · escalations | |
| Website | steadyhandsop.com | "Check the pricing page yourself" — verifiable facts |
| Base | Las Vegas, Nevada · remote team | Identity questions |