PLUMBING CALL BOOKING SCRIPT (INBOUND CALLS) ============================================ 1. Answer --------- "[Company] Plumbing, this is [Name]. What's going on with your plumbing today?" 2. Is water actively leaking? (ask before anything else) -------------------------------------------------------- "Is water running or leaking right now?" If YES: "Let's stop the water first. Is there a shutoff valve under the sink or behind the toilet? Turn it clockwise until it stops. If you can't find one, the main shutoff is usually where the water line enters the house, often in the garage, basement or near the water heater, or at the meter by the street. If water is near outlets or electrical, stay out of that area." Then: "Okay, now let's get someone out to you." 3. Contact and property ----------------------- "Can I get your name and the best number in case we get cut off?" "What's the address?" "Do you own the home, or are you renting?" If renting: "We'll need your landlord or property manager to approve the work. Can I get their name and number, or would you like to call them and have them call us?" "Have we been out before?" 4. Sort the job (ask only the branch that fits) ----------------------------------------------- Drain or toilet clog: "Which drain is it? Is any other drain slow or backing up, like a tub when you flush, or water coming up in a floor drain?" (More than one = possible main line; send a tech equipped for main line clearing.) Sewer backup: "Is sewage coming up anywhere? Please stop using water in the house, including toilets, showers, the dishwasher and laundry, until we get there. Is there an outdoor cleanout you know of?" Water heater: "Is it gas or electric, tank or tankless, and about how old? Do you have no hot water, not enough, or is it leaking?" If gas and they smell gas: "Please leave the house and call your gas company's emergency line or 911 from outside, then call us back once it's safe." Leak: "Where do you see the water: ceiling, wall, floor, under a sink, outside? Is the house on a slab, crawlspace or basement?" Fixture install or replacement: "What are we installing, and do you already have the fixture or would you like us to supply it?" Low pressure or no water: "Is it the whole house or one faucet? Do your neighbors have water?" (Whole house + neighbors out = likely a utility issue; suggest calling the water utility.) 5. Offer two arrival windows ---------------------------- "I can have a plumber there [today between 3 and 5] or [tomorrow between 8 and 10]. Which is better?" Emergency: "Because water is coming in, I'm marking this urgent. The earliest I can get someone there is [time]. The emergency rate is $[__]. Would you like me to send them?" 6. Explain the fee ------------------ "There's a $[__] trip and diagnostic fee. The plumber will find the problem and give you an upfront price before starting any work, so you decide before anything is done. [If you approve the repair, the fee is applied to it.]" If they ask for a price: "It depends on what the plumber finds: a clog in the trap is very different from a clog 60 feet down the main line. I'd rather give you a firm price on site than guess on the phone." [If you have flat-rate prices for common jobs, quote the range here.] 7. Objections ------------- "Can't you just tell me how to fix it?" → "I can't safely walk you through a repair over the phone, but I can make sure the water's off so nothing gets worse, and get a plumber out at [time]." "Another company is cheaper." → "I understand. Our plumbers arrive with a stocked truck, give you the price before any work, and [warranty]. Want me to hold the [time] window?" "I need to check with my landlord." → "Of course. If they call us at [number] and reference your address, we'll get you scheduled right away." 8. Confirm and close -------------------- "You're set for [day] between [window]. Can we text appointment updates to this number?" (Note the answer.) "Where's the best place to park? Any gate code or pets? Is the area under the sink or around the water heater clear?" "How did you hear about us?" "Thanks for calling [Company]. [Plumber] will text when they're on the way." 9. Log it --------- Name, phone, address, owner or tenant (and owner approval), job type and branch answers, water shut off yes/no, fee quoted, window, access notes, lead source, text consent. Free template from BRIX: https://brix.so/templates/plumbing-call-script