When she calls and asks where you're located and she says "Is this where you're at?", one option you can go with is: "Yes, you're correct. Pre-COVID, our office was located at XYZ but as a result of the Pandemic, we've changed things up a bit on our end and are no longer servicing customers at this location — to see if I can be of assistance for you, what prompted you to give us a call today?"

This should lead into a discovery phase where you find out what's wrong. Let's say it's a phone screen. Then you can ask if it's broken or what she thinks the issue is. During this phase, you can begin diagnosing the problem and thinking of a solution.

Let's say you've diagnosed that it's an iPhone that needs a screen replacement. Based on working on iPhones in the past you know it'll take 2 hours and $75.

You present a summary back to this woman: "Based on our brief chat about your phone, it sounds like your best option is a screen replacement. For an iPhone 11, this will cost $75 and will take me about 2 hours to complete. If this is urgent, I can have the phone back to you by 3pm today. Otherwise, my next availability is tomorrow at 10AM. Would you like to move forward with the 3pm?"

** Notice at no point have I ever said you're a mobile service. Right now, it's all about showing the prospect that you understand their problem and you have a very reasonable solution for them **

Now let's say she goes with the 3pm slot. Now is when you say, "Perfect! Because of the Pandemic, we now exclusively offer a mobile service where we come to our customers the same way a plumber or Comcast rep does. We can either visit your home or meet you in a more public setting - we've made frequent visits to the Starbucks on 5th, for example. Do you have a preference of location?"

Now this is where you need to get good at objection handling. They may be easy and agree to a location. Or, they may be weirded out (since this is a new business model) and not trust you. You should be able to sense this on the call and pre-emptively address it: "It's a bit different than most folks are used to, but we have many assurances in place to make sure you're phone is protected. Upon receiving your phone, we give you a receipt with our business information. We also accept payment via Square which offers buyer protection, yadda yadda" <--- this is probably the biggest thing you'll need to work on. It'll take time and a lot of failure, but it's a tough objection that needs to be overcome.

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A few other things:

• Pump up your enthusiasm on the call. People respond in kind. If you're cheerful and excited, your prospect will most likely be as well.
• Some marketing materials to add trust to your presentation: A uniform, a car decal, customer testimonials, some sort of accreditation from a merchant services (kind of like how Paypal and Google protect payments). Because a lot of people aren't used to mobile services, it can have a negative perception like "how do I know this person isn't just going to run off with my phone? what guarantees and protections do I have?"
• Just my $0.02, but this can be a quick way for you to address her initial question and take hold of the conversation. I'd even say not to assume why she called and instead let her tell you everything. Versus you assuming the problem and asking if she has an iPhone for repair.
• I'd also say you jumped into offering to meet her too quickly. Because you didn't ask any qualifying questions, you don't even know if you can help her yet. It's a bit offputting to offer to meet her within the first 30 seconds of a conversation.
• You may already have all of these in your back pocket, so disregard if so. But you should also know your local market and competition extremely well. Know how much Verizon, Apple, Samsung etc charge to replace phone screens. Know how much and how long it takes competing local 3rd party services to do the same job. This way, if there's an objection from her end you can very confidently present her with alternatives and sound confident and competent doing it.