Roofing Inspection Booking (Insurance and Retail)

Before you dial

• Lead record: name, address, source, any form comments
• Storm details from the client: storm date, affected ZIP codes, hail size (storm leads)
• Rep calendar with inspection slots, grouped by area
• Company license number, years in business and review link (approved to share)
• Emergency tarp process (if the client offers it)
• Allowed calling hours for the lead's time zone and consent or DNC status checked

The flow

Stage 1: Opening

Inbound or web lead:

You: Hi, is this (CUSTOMER NAME)? Them: Yes. You: Hi (CUSTOMER NAME), this is (YOUR NAME) with (COMPANY NAME). You reached out about your roof at (PROPERTY ADDRESS). Thanks for contacting us. Is now a good time for a couple of quick questions so we can get the right person out to you?

Storm follow-up (permitted lists only):

You: Hi (CUSTOMER NAME), this is (YOUR NAME) with (COMPANY NAME), a roofing company based in (CITY). We've been helping homeowners in (AREA) since the storm on (STORM DATE). We offer a free inspection with photos, so you can see exactly what's on your roof. If there's no real damage, we'll tell you that too. Would that be helpful?

Why it works: honest about who you are and why you are calling, and the "we'll tell you if there's nothing" line separates the client from pushy storm chasers.

Stage 2: The basics (both lead types)

You: Are you the homeowner? You: Is anyone else on the home's title, or involved in decisions about the house? You: Is water coming inside right now, like a drip or a stain that's growing?

If water is coming in now

You: Thank you for telling me. Let's get that protected first. (If the client offers emergency tarping:) I'm going to get our team to arrange a temporary tarp to stop the water as soon as possible.

Route the tarp request immediately per client policy. If water is near electrical, follow the Safety and Emergency Protocol.

If they are a renter

You: Thanks for letting me know. Because roof work needs the owner's approval, would you be able to share the owner's or property manager's contact, or ask them to call us? I'm happy to explain what we offer.

Follow the client's renter rule. Do not book without the owner.

You: Roughly how old is the roof, and do you know what it's made of, like shingles or metal? You: What made you reach out about the roof?

The answer to the last question tells you if it is a storm lead or a retail lead. Go to Stage 3A or 3B.

Stage 3A: Storm and insurance path

You: When did you notice the problem? Was it after the storm on (STORM DATE)? You: Have you noticed anything like missing shingles, dents on gutters or vents, damage to cars or screens, or stains on the ceiling? You: Have you already filed a claim with your insurance, or has an adjuster or another roofer been out? You: (If filed:) Do you have the claim number handy? It helps us keep everything organised. You: Which insurance company are you with? That's just so we can keep the paperwork organised.

The deductible line (say it every time):

You: Just so you know upfront, if you do decide to file a claim, your deductible is your responsibility under your policy. We aren't able to waive or cover it. What we can do is make sure your inspection is documented clearly with photos.

Why it works: it removes a dangerous misunderstanding early and builds trust, because honest companies say it plainly.

If they say: "Will this raise my rates?"

You: That's a great question for your insurance agent, since every policy is different. The inspection itself doesn't file anything. It just shows you whether there's damage worth discussing.

If they say: "Will insurance cover a new roof?"

You: That's always the insurance company's decision after their adjuster looks at it. What we do is a thorough inspection with photos, so you have the facts to decide whether to file.

If they say: "Another roofer said they'd take care of my deductible."

You: I can't speak for them, but we don't do that. Covering a deductible is illegal in many states, and it's not something we offer anywhere. What we offer is an honest inspection and a clear, itemized estimate.

Note it and tell the client office.

Stage 3B: Retail path

You: What's making you think about the roof now? For example its age, a leak, selling the home, or a letter from your insurance company? You: Are you hoping to get it done soon, this season, or are you planning ahead? You: Have you had any other quotes so far? You: Is there a homeowners association with rules about roof colour or materials? You: Would you like the rep to go over financing options too? (No rates, no approvals.)

The decision-maker line:

You: So we can have the right person come out, is anyone else involved in the decision, like a spouse or co-owner? It works best when everyone can see the options at the same time, so nobody has to repeat anything. The visit usually takes about (VISIT LENGTH).

If they say: "Just give me a ballpark."

You: I wish I could, but roofs vary a lot with size, steepness, layers and materials, so any number I gave you would be a guess. The inspection is free, and you'll get a written, itemized price.

If they say: "My wife works late, I'll handle it."

You: Of course. A lot of couples prefer to see the options together, since it's a big decision. Would an evening or a Saturday work for both of you? (If they insist:) No problem, I'll book it for you, and the rep can leave everything in writing to share.

Note "decision-maker not attending" so the rep is prepared.

Stage 4: Book the inspection

You: I have (DAY 1) at (TIME 1) or (DAY 2) at (TIME 2). Which works better for everyone? You: Perfect. (REP NAME) will come out on (DAY) at (TIME) to (PROPERTY ADDRESS). They'll inspect the roof, take photos, and go over everything with you. You'll get a text confirmation now with our license number and reviews so you can check us out.

Stage 5: Close

You: Is there anything else, like a gate code, a dog, or a place to park, that (REP NAME) should know? You: Thank you, (CUSTOMER NAME). We'll see you on (DAY).

Objections

They say	You say
"Are you storm chasers?"	"Fair question. We're based in (CITY), licensed in (STATE), working here for (YEARS) years. I'll text you our license and reviews now."
"Someone already looked."	"Did they give you photos? A second look is free, with photos either way."
"Can you cover my deductible?"	"No. That's illegal in many states, and we don't do it anywhere. You'll get an honest, documented inspection."
"Not ready yet."	"No problem. When do you think you'll be ready? Can I check back then?"
"I need to talk to my spouse."	"Of course. Let's pick a time you're both home, so you only do this once."

Full list in the Objection Handbook.

After the call

Check yourself

1. Which question tells you whether the lead is storm or retail?
2. Say the deductible line from memory.
3. What do you do if water is coming inside right now?
4. Why do you group inspections by street after a storm?

Answers

1. "What made you reach out about the roof?"
2. "Just so you know upfront, if you do decide to file a claim, your deductible is your responsibility under your policy. We aren't able to waive or cover it. What we can do is make sure your inspection is documented clearly with photos."
3. Route an emergency tarp request immediately per client policy, and follow the safety protocol if water is near electrical.
4. Reps do more inspections per day, and homeowners see the company working on their street.

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