The intake sheet for whoever answers the phone

Whoever picks up the phone at your company should be writing the same things down every time. Print this, tape it by the phone, and use it for every inbound call, form fill, and message.

Always

• Name
• Phone, read back to confirm
• Email, spelled back to confirm
• Address of the property, not their billing address
• How did you hear about us

About the project

• What are you hoping to do
• Is there something there now, and if so how old and what is wrong with it
• Roughly what size are you picturing
• Do you want fish
• What is the timeline
• Have you had anyone else out

Site

• How is access to the back. Gate width, slope, fences, neighbours
• Is there power near where this would go
• Any known issues. Drainage, septic, irrigation, utilities, HOA

The money question

• Use the budget range script. Give your range first, then ask.

Decision

• Is anyone else involved in the decision, and can they be there for the visit

Then

• Book the visit while you are on the phone. Not "I will call you back to schedule."
• Send a confirmation text or email the same day with the time and what to expect.
• If they are not ready, agree a specific date to follow up and put it in the calendar.

Response time

Call back within an hour during working hours if you possibly can. In home services the first business to make real contact wins a large share of the work, and being second by a day usually means being second, full stop. If you cannot call within an hour, send a text that says when you will.