Roofing Lead Qualifier Guide
For Narqix team members who qualify roofing leads and book inspections for a roofing client. After this page you will know how to work storm and retail leads quickly, book inspections that actually happen with the right people present, and stay fully clean on insurance rules.
Track: HVAC & Home Services · Role: Lead Qualifier, Appointment Setter · Time to complete: 30 min
What you own
Roofing companies get leads in waves. After a hailstorm, hundreds of homeowners fill in web forms or call in a few days. Retail roofing leads (no insurance claim) come steadily from people with old roofs, leaks, or a home sale. Your job is to reach every lead quickly, learn whether there is a real opportunity, and book an inspection with the sales rep that all decision-makers attend.
You own:
- Contacting new leads within 5 minutes during allowed hours.
- Qualifying each lead with the right checklist (storm or retail).
- Booking inspections on the rep's calendar with complete notes.
- Explaining clearly and early that the homeowner's deductible is their responsibility.
- Confirming appointments and rescheduling no-shows.
- Tracking insurance milestones as tasks when your client asks (adjuster meeting, claim number, supplements).
You do not own: deciding if there is damage, telling a homeowner whether their insurance will pay, interpreting their policy, filing a claim, negotiating with an insurer, or quoting prices.
Never do this: Never offer, suggest or hint that the company will waive, cover, rebate or "work with" a homeowner's insurance deductible, in any state. Never promise a "free roof". Never offer a gift, cash or discount for letting the company inspect the roof or for filing a claim. Never interpret a policy or say a claim will be approved. These are illegal in many states and against Narqix standards everywhere.
KPIs that matter
| KPI | Narqix standard | Why it matters |
|---|---|---|
| Speed to lead | Within 5 minutes during allowed hours | Storm leads talk to several roofers in the first day |
| Contact rate | Client baseline; aim for improvement weekly | Leads you never reach cannot book |
| Appointment set rate (contacted leads) | Client baseline | Your main output |
| Inspection show rate | 80 percent or higher | An empty driveway wastes a rep's afternoon |
| All decision-makers present (retail) | 80 percent or higher | Retail roofs rarely sell with one spouse missing |
| Qualification completeness | 100 percent of required fields | Reps walk in prepared |
| Deductible disclosure noted | 100 percent of storm appointments | Compliance proof |
| Compliance issues | Zero | One deductible promise can cost the client its license |
Your daily rhythm
After a storm event
- Learn the storm date, the affected ZIP codes (the storm footprint) and hail size from your client.
- Work new inbound leads first, oldest web lead to newest, within 5 minutes.
- Call back missed leads within 30 minutes.
- Book inspections in tight geographic clusters so reps can do more per day.
- Expect peaks 1 to 10 days after the storm. Ask your client about extended hours.
Normal days
- Pull new web leads, canvasser handoffs and callback tasks.
- Work new leads first, then same-day confirmations, then follow-ups.
- Confirm tomorrow's inspections by text and call the unconfirmed.
- Re-book no-shows the same day.
- Update insurance milestone tasks if assigned.
Tools you use (generic)
- CRM or field service management system with lead records and the rep calendar
- Dialer and texting platform
- Storm maps or affected ZIP lists provided by the client
- Team channel to reach reps and the office
- Shared drive with the company's license number, reviews link and approved texts
Handoffs
| You receive from | What | You pass to | What |
|---|---|---|---|
| Website, ads, canvassers | New leads | Sales rep | Booked inspection with full notes |
| Client office | Storm footprint, rep calendars, rules | Production or office | Emergency tarp requests |
| Sales rep | Inspection outcomes, claim numbers | Office | Insurance milestone updates, complaints |
The two lead types at a glance
| Storm and insurance lead | Retail lead | |
|---|---|---|
| Trigger | Hail or wind event | Age, leaks, home sale, insurance non-renewal |
| Key questions | Storm date, address in footprint, visible damage, claim filed or not | Why now, timeline, decision-makers, other bids |
| Money | Insurance may pay for covered damage; homeowner always pays deductible | Homeowner pays, maybe with financing |
| Inspection | Free inspection with photos | Free inspection and itemized estimate |
| Your extra duty | Explain deductible responsibility upfront | Get all decision-makers to the appointment |
Full detail is in "Roofing Storm, Insurance and Retail Leads", and the full wording is in the script "Roofing Inspection Booking".
Quality checklist
- Contacted within 5 minutes or noted why not
- Introduced myself and the company honestly
- Confirmed homeowner status and all decision-makers
- Confirmed address and (storm) that it is inside the client's footprint
- Asked about active leaks and routed tarp requests
- Asked about roof age, type and visible signs
- (Storm) Asked if a claim is filed or an adjuster has visited, logged claim number if given
- (Storm) Explained that the deductible is the homeowner's responsibility, and noted "deductible responsibility explained: yes"
- (Retail) Asked about timeline, other bids, HOA rules, financing interest (no rates)
- Booked a time when all decision-makers can attend
- Sent confirmation with company name and license info if the client provides it
Common mistakes
- Booking renters. Only owners can approve roof work. Ask early.
- Booking one spouse alone for a retail roof. The rep presents, then hears "I need to talk to my husband." Book when both can be there.
- Promising the insurance will pay. Only the insurance company decides coverage.
- Calling storm leads outside the footprint as if they were hit. Be honest about what you know.
- Sounding like a "storm chaser". Pushy, vague, no company details. Be calm, local in knowledge (not in pretence), and offer proof: license, reviews, years in business.
Escalation rules
| Situation | Escalate to | How fast |
|---|---|---|
| Water actively coming inside | Office or production for emergency tarp per client policy | Immediately |
| Homeowner asks about deductible help, rebates or gifts | Say no clearly, note it, tell your team lead if they push | Same call |
| Homeowner asks you to interpret their policy or file their claim | Refer to their insurance agent or company | Same call |
| Homeowner says another contractor offered to cover their deductible | Note it, tell the client office | Same day |
| Complaint about a rep or a canvasser | Office manager | Same day |
| Legal threat or regulator mention | Office manager and your Narqix team lead | Immediately |
Coach's note: Say the deductible line early and calmly, like any other fact. Homeowners respect a company that is clear about money. The companies that hint at "taking care of" deductibles are the ones that end up in the news.
Check yourself
- What is your speed-to-lead standard for a new roofing lead?
- A homeowner asks, "Can you help with the deductible?" What is your answer?
- Why do you ask for all decision-makers on a retail lead?
- Who decides whether a roof claim is covered?
- Name three things you never do on a storm lead.
Answers
- Within 5 minutes during allowed hours.
- "No, we can't waive or cover a deductible. In many states that's illegal, and we don't do it anywhere. What we can do is give you a clear, documented inspection."
- Because roofs are big decisions, and the sale and the schedule both fall apart if a decision-maker is missing.
- The insurance company, through its adjuster. Never the caller and never the contractor.
- Any three of: offer or hint at deductible help, promise a free roof, offer gifts for an inspection or claim, interpret a policy, promise approval, file a claim for the homeowner.
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