Why the Intake Call Determines Everything
A poorly gathered intake creates a chain of problems: wrong time block, wrong price quoted, technician arrives unprepared, customer has expectations that do not match what was booked. A thorough intake prevents all of that before anyone leaves the driveway.
Office staff should work from a written intake form - not memory. The form ensures the same questions get asked on every call, regardless of who answers the phone or how busy the day is.
Water loss history and behavior
- How much water is the pool losing and over what time period?
- Does it lose more with the pump on or off?
- Does the spa drain down overnight?
- Does the water stop dropping at a certain level?
- How long has this been happening?
- Was anything repaired, replaced, or modified recently?
Pool layout and complexity
- Is there a separate or attached spa?
- Are there water features - waterfall, deck jets, bubblers, fountains?
- Is it a vanishing edge or zero-edge design?
- How many pumps does the pool have?
- Approximate pool size or shape?
- Pool type - gunite, fiberglass, vinyl liner?
Visible symptoms and prior history
- Are there any visible cracks, wet areas, or staining around the pool?
- Has there been any previous leak detection, repair, or patching?
- Is there air in the system or equipment issues?
- Is the pool losing water from the equipment pad?
- Is the autofill running more than usual?
Access and site conditions
- Is there a gate code or locked access?
- Are there dogs on the property?
- Where is the equipment pad located?
- Is there hose access near the pool?
- Is there an electrical outlet available near the pool?
- What is the current water level?
- Is the water clear enough for underwater evaluation?
- Is the water chemistry safe for entry?
Job type and scheduling needs
- Is this residential, real estate, HOA, or commercial?
- Is there a deadline - inspection period, closing date, board meeting?
- Does the customer need to be present, or can someone provide access?
- Is a written report needed for a third party?
Request photos before the appointment. Ask the customer to send photos of the pool, equipment pad, water level, and any wet or cracked areas. Photos help the technician prepare, confirm the complexity level matches the booking, and sometimes reveal information the customer did not think to mention on the call.
Build an Intake System That Prepares Every Job Correctly
LBA teaches written intake forms, photo requests, and scheduling systems - so every appointment starts with the right information in hand.
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