Guides for fingerprinting offices

What fingerprinting customers ask on the phone, and how to answer each one

I already run this for a fingerprinting office. I went through two weeks of its calls and ranked what callers asked, most common first. Here’s each question and an answer that works.

“Can I talk to someone?”

The most common call. Some callers expect a person, and some have something only your staff can fix: a missed appointment, a document left behind, a refund.

Ask what it’s about first. Most of the time it’s a quick question you can answer on the spot. If they still need a person, take their name, number and the reason in their own words, and call back the same day.

“Are you open today?”

Give the hours for the location they mean. If you have more than one location, ask which one first. Mention when you take the last customer, so nobody shows up five minutes before closing.

“Do I need an appointment?”

Say plainly whether you take walk-ins. Then offer your booking link by text, so the caller can pick a time while they’re still on the phone.

“How much is it?”

Prices depend on what the prints are for (a state check, an FBI check, ink cards). Ask what it’s for, then give that one price. Reading the whole price list loses people.

“Do you do prints for my job?”

Callers name the job or license: nursing, caregiving, schools, daycare, hazmat, TSA, taxi, security. Keep a list of what you do and what each one needs (often a code from the employer or licensing board), so the answer is the same every time.

“Where are my results?”

Your office usually can’t answer this one, because results come from the agency, not from you. See how to handle “where are my results?” calls.

“What do I bring?”

Usually a valid government photo ID, plus any form or code the requesting agency gave them. Say it in one sentence.

“I need prints for another state”

Out-of-state requests usually mean ink fingerprint cards. Say whether you do them and what they cost.

“I need to reschedule”

Send the booking link again, or take a callback if your system can’t move bookings.

One thing that’s easy to miss

Callers who hang up at the greeting. A lot of people hang up during the greeting or before saying anything. Call or text them back. They called for a reason.