Opening a second location
A second site multiplies your phone problem rather than adding to it. Every call now carries a question that never existed before — which location is this about — and getting it wrong sends somebody across a city to the wrong door.
Why a second number does not solve it
The obvious move is a separate number per site, and it half works. Customers ring whichever number they already have, listings and old invoices carry the original one for years, and anybody who finds you through a general search picks the first number they see. You end up with two lines that both receive calls for both sites, plus the overhead of watching two phones.
What the caller actually needs to be asked
Before availability, because availability is meaningless until you know where. Ask it as a normal question rather than a menu.
People say "the one near the station", not your internal branch names. Both should work.
If one site offers something the other does not, the answer depends on the location, and a generic answer is a wrong one half the time.
Somebody working Tuesdays at one site and Thursdays at the other is normal, and availability has to mean that person at that site.
Keep one set of answers, not two
The failure mode as businesses grow is divergence: each site develops its own prices, its own policies and its own way of answering, none of it written down, until customers get different answers depending on who picked up. Deciding early what is shared and what genuinely differs by site is much easier than reconciling it at four locations, and it is the thing nobody does at two.
What this requires of your booking system
A shared calendar cannot express location, so it cannot answer the question your callers are now asking — it can say the business is busy, but not which site. Location-aware booking comes from a proper booking system, and a second site is usually the point at which moving to one stops being optional. It is better to do that before the second site opens than during its first month.
Frequently asked
It half works. Customers ring whichever number they already have, and old listings and invoices carry the original one for years, so both lines end up taking calls for both sites.
Which site, before availability — availability is meaningless until you know where. And it should accept "the one near the station", not just your internal branch names.
Divergence. Each location develops its own prices and policies, none written down, and customers get different answers depending on who picked up.
No. A calendar can say the business is busy but not which site, so location-aware booking needs a proper booking system — best moved to before the second site opens.