Generating a high-quality lead is only half the battle. The conversation that happens in the first 60 seconds after that lead comes in is where the job is won or lost. Even the best water mitigation leads from Real Time Lead Gen can be wasted by a fumbled intake process. This playbook provides a simple, repeatable script and strategy to ensure your team converts a much higher percentage of your inbound calls into profitable, booked jobs.
The Psychology of a Crisis Call
As we discussed in our guide to live calls, the homeowner is in a state of panic. Your intake person's first job is not to be an order-taker; it's to be a calming, authoritative professional. They need to be the "pattern interrupt" that stops the homeowner's panic and replaces it with confidence that a solution is on the way. The tone of voice—calm, confident, and empathetic—is just as important as the words they say.
The 4-Part High-Conversion Intake Script
Your intake team should follow a consistent script on every call. This ensures no critical information is missed and that every caller receives the same professional experience.
The Empathetic Opening: Start by immediately reassuring them. "Thank you for calling [Your Company]. I understand you're having an emergency. You've called the right place, and we are going to help you. My name is [Name], who am I speaking with?"
Critical Information Gathering: Once you have their name, gather the essential data. "Okay, [Customer Name], to get a crew out to you as quickly as possible, I just need to confirm a few details. Can you please provide the full address of the property? ... And what is the best number to reach you at? ... Can you briefly describe what happened? ... Do you know which company your homeowner's insurance is with?"
Setting the Expectation: This is where you demonstrate your professionalism. "Thank you for that information. I am dispatching a crew to you now. Our certified technicians will be on-site within [e.g., 60-90 minutes]. The first thing they will do is a full inspection to ensure the property is safe."
The Reassuring Close: End the call with confidence. "Okay, [Customer Name], we have you all set. Again, our crew will be at [Repeat Address] within [Timeframe]. For your safety, please stay clear of the affected area if possible. We'll see you shortly."
Common Mistakes That Kill Conversion
Equally important is knowing what *not* to do. Train your team to avoid these common conversion killers:
Sounding Rushed or Annoyed: Even at 3 AM, the tone must be patient and professional.
Asking for Too Much Information: Don't ask for their insurance policy number on the first call. Get only what you need to dispatch.
Failing to Provide a Clear ETA: Saying "we'll be there as soon as we can" is not reassuring. Give a specific, confident timeframe.
A polished intake process is the final, critical step in converting a lead into a job. By understanding the difference between a raw inquiry and a truly qualified water damage lead, you can focus your team's energy where it matters most.
Justin Hess - Founder of Real Time Lead Gen - We'll Make Your Phone Ring! - Generating exclusive restoration leads since 2015...lifelong internet marketer. I AM The Google Alchemist.
P.S. This intake playbook is the final piece of the puzzle. If you want to skip the learning curve and just have highly qualified, exclusive calls sent to your team—who can then use this exact script to close them—that's our specialty.
