THE CALLBACK CALL — what the person answering says, asks and writes

Who answers the callback phone: ______________  Backup: ___________
Every callback goes in the callback log the same day it comes in,
before that person goes home. One line.

SAY THIS FIRST, IN THIS ORDER
  1. "I'm sorry that's happening. Thank you for calling us."
  2. "Is water coming into the house right now?"
  3. "My name is ______. I've got this until somebody is on your
      roof."

ASK, AND WRITE DOWN EVERY ANSWER
  [ ] Her name, the address, best number, best time to reach her
  [ ] Water inside right now? What room, what corner, how big?
  [ ] When did you first see it? Rain, wind, hail, or a dry day?
  [ ] Is it spreading, or has it stopped?
  [ ] Anybody on that roof since we finished - solar, satellite,
      gutters, another trade?
  [ ] Can you text pictures to this number right now?
  [ ] Pull the file: day we finished, crew, foreman, what we laid

BEFORE SHE HANGS UP - a name and a day
  Water inside now: "______ will be on your roof by ______."
  No water inside:  "______ will be there ______." Name the day.
  You don't know:   "I don't know yet. ______ will be there
                     ______." Still a name. Still a day.

THE LINE IN THE LOG, TODAY
  Date called - address - date finished - crew - what she says -
  Whose? = Open

THREE THINGS NOBODY SAYS ON THIS CALL
  1. "That's not ours," or "that's not covered." Nobody decides
     whose fault it is over the phone.
  2. "Don't worry, we'll take care of it." Not before somebody
     has been on the roof.
  3. "Somebody will call you." No name, no day, no call.