The first 30 seconds of a water damage call: what to say so it books
A homeowner with water on the floor isn't shopping. They're scared and they want someone to take over. The first half minute decides whether that someone is you.
A lot of water damage calls are lost before price ever comes up. They're lost when the person answering sounds unsure, asks for an email address first, or ends with "we'll call you back."
Answer like it's already your job
Lead with your company name and a question about the problem, not a long greeting. The caller needs to hear that they reached someone who handles this every day.
Give them one thing to do
A scared caller calms down when they have a job. Shutting off the water helps their house, and it keeps them on the phone with you instead of hanging up to dial the next number.
Don't end on "we'll call you back"
If you can't book a time on this call, give a window and a name. "[Name] will call you this afternoon to confirm" books. "Someone will reach out" doesn't.
What to track
Three things tell you where calls slip. You don't need software for this. A shared sheet works.
If you only fix one thing, fix the first panel. A call that rings out is the most expensive call you'll get.
