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Make your own copy. Open the Commercial First-Call Intake Script. It opens a fresh, editable copy in your own Google Drive. Adapt it to your intake, train your team on it, rename it, make it yours. The original stays unchanged.
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The first call sets the tone. Capture the right information, project control, and dispatch fast.
A RocketLevel script, backed by decades of experience in the trade. When a facility manager, property manager, or risk manager calls in a commercial loss, the first two minutes decide whether you look like the calm professional who has done this a thousand times, or one more contractor scrambling. This is a clone-and-adapt intake script to capture the right information, secure access, and convert the call into a dispatched job and a stronger relationship. It is written for a commercial caller, not a panicked homeowner.
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The goal of the first call: reassure, take control, capture what dispatch needs, and confirm authorization and access, in that order. The caller is deciding whether they can hand you the problem and stop worrying.
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1. Open with calm and control
- "Thanks for calling [Company]. You reached the right people. We handle commercial losses like this every day. I'm going to ask a few quick questions so we can get a crew moving."
- Reassure, then lead. If they are stressed, slow down and project competence.
- If they are an existing account, say so: "I see you're under a Priority Service Agreement with us. I'm pulling up your Emergency Response Plan now," and pull the pre-loss walkthrough data.
2. Caller and property
- Caller name, role, direct callback number, and email.
- Are they authorized to approve emergency work, and if not, who is?
- Property name and address; building, floor, and suite affected.
- Property manager, facility director, or ownership group if different from the caller.
3. The loss
- What happened, and when (date and time discovered)?
- Type: water, fire or smoke, mold, storm, sewage, other.
- Is it still active (water still running)? Has the source been stopped?
- What areas and building systems are affected, and roughly how large?