The first call has one job: make the site visit worth taking.
Before you send an estimator, confirm the building, the problem and who can get them onto the roof. A name and a phone number leave too much for the estimator to sort out in the parking lot.
- 01 / INTAKEAssign an ownerArrival, known source and next action.
- 02 / FITConfirm the basicsProperty, service area, concern and contact role.
- 03 / ACCESSIdentify site contactsWho can arrange entry and who authorizes work.
- 04 / VISITConfirm the appointmentDate, arrival plan and agreed purpose.
- 05 / OUTCOMERecord what happenedVisit status, next owner and due date.
Five questions for the first conversation
- Which building? Get the address and check your service area.
- What prompted the enquiry? An active leak, recurring repairs and a replacement budget need different conversations.
- What is your role? Find out who manages the property and who approves work.
- Who arranges access? Record the site contact, check-in instructions and any access restrictions.
- What happens next? Agree a call or visit, give it an owner and put a date beside it.
Send the estimator a useful note
Example handoff: Property manager reports a recurring leak above the loading bay. Address is in our service area. Roof size unknown. Manager will arrange access; owner approves the work. Office to confirm Thursday's visit.
That note identifies the missing information without making the estimator start from scratch. Keep safety and access arrangements with the people responsible for the site.
When the contact goes quiet
Record the last attempt and the next one. Use the contact details they supplied, respect opt-outs and assign cover when the usual person is away. A shared inbox still needs a named person checking it.
Close the loop after the visit
Record whether it happened, whether an estimate is due and who owes the next response. Keep a rescheduled visit on the same enquiry. Otherwise the office can end up reporting three bookings for one roof.
Download the handoff sheet (CSV) →
Need more enquiries to put through this process? See what CRE handles. For problems before the enquiry arrives, use the website checklist.