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.
Script 4: After-Hours Voicemail
If you rely on voicemail after hours, make it count:
"Thank you for calling [Center Name]! We're currently closed, but we'd love to hear from you. Please leave your name, your child's age, and the best number to reach you. We return every call within one business day. You can also visit us online at [website]. We look forward to connecting with you!"
Pro tip: Return after-hours calls first thing in the morning. These parents were actively researching - they're warm leads.
Script 5: Following Up After a Missed Call
If you see a missed call with no voicemail:
"Hi, this is [Name] from [Center Name]. I noticed we missed your call earlier - I'm sorry about that, we were with the children! I wanted to reach out and see if there's anything I can help with. Feel free to call us back at [number], or I'm happy to answer any questions over text. Have a wonderful day!"
Leave this as a voicemail or send it as a text. The fact that you called back makes a strong impression.
What to Do When You Simply Can't Get to the Phone
Here's the reality: scripts only work if someone is available to use them. During nap time, drop-off, and after hours, your phone goes unanswered no matter how good your scripts are.
This is where technology can help. AI phone assistants like Jonson can be loaded with your center's specific information - tuition, hours, availability, programs - and follow your scripts to answer every call. The parent gets the warm, informative response they need. You get a text summary of every conversation.
It's not about replacing your team. It's about making sure every parent who calls gets the response they deserve, even when your team is doing what they do best - caring for children.
Quick Reference Card
Print this and keep it by every phone in your center:
- Always greet with your center name and your name
- Ask the child's age and schedule needs within 30 seconds
- Answer tuition questions directly - don't dodge
- Steer every call toward scheduling a tour
- If full, offer the waitlist AND a tour
- Return missed calls within 2 hours (or use an automated system)
- Follow up with families who toured within 48 hours
The tour is the goal. Everything on the phone leads there.