A parent calls your daycare. They ask about availability for their 2-year-old. What happens in the next 60 seconds will determine whether they schedule a tour or hang up and call the center down the street.
Most daycare staff have never been trained on phone scripts. They wing it. Sometimes it goes well. Often, the caller gets a rushed answer, an "I'll have to check," or a voicemail that never gets returned.
This guide gives you word-for-word scripts for the most common parent calls. Use them as-is or adapt them to your center's style.
Why the First 30 Seconds Matter
Parents calling about child care are nervous. They're trusting a stranger with their child. The moment you pick up the phone, they're evaluating:
- Do these people sound warm and welcoming?
- Do they seem organized?
- Will my child be cared for here?
A greeting that sounds rushed, distracted, or impersonal tells them everything they need to know. They'll politely end the call and try somewhere else.
Script 1: The Warm Welcome (General Inquiry)
Use this when a parent calls asking about your center:
"Good morning, thank you for calling [Center Name]! This is [Your Name], how can I help you today?"
When they say they're looking for child care:
"That's wonderful! I'd love to help you learn about our programs. Can I ask - how old is your little one, and what kind of schedule are you looking for?"
After they answer:
"Great! We have our [Toddler/Preschool] program for that age group. We currently have availability on [days]. Would you like to hear a bit about the program, or would you prefer to come in for a tour so you can see everything firsthand?"
The key: Always steer toward the tour. A tour is 10x more likely to convert than a phone description.
Script 2: Handling Tuition Questions
This is the #1 question parents ask, and it makes many directors uncomfortable:
"Our [program name] is [$X] per month for full-time, Monday through Friday. That includes [meals/snacks/activities]. We also have part-time options starting at [$Y] per month. Would you like to schedule a tour? It's the best way to see everything we offer."
Don't avoid the price question. Parents who ask about tuition are serious. Give them a clear answer and immediately redirect to a tour.
Script 3: When You Don't Have Availability
This is tricky - you want to keep the relationship open:
"Right now our [age group] program is full, but we do have a waitlist and spots open up regularly. I'd love to get your information so we can reach out as soon as something opens. In the meantime, would you like to come in for a tour? Many families on our waitlist tell us the visit is what made them decide to wait for us."
Never just say "we're full, sorry." Always offer the waitlist and the tour.
