Why These Questions Come First
A technician who arrives with good intake information can start with a working theory. A technician who arrives knowing only "pool is losing water" starts from zero. The first situation is faster, more systematic, and produces better results. The second is how technicians end up testing things randomly and missing the real source.
The intake call is also where scheduling accuracy, pricing accuracy, and customer expectations are set. Getting it right before the job prevents problems that cannot be fixed after you arrive.
Water loss behavior
- How much water is the pool losing, and over what time period?
- Does the pool lose more with the pump on, pump off, or does the customer not know?
- Does the water ever stop dropping at a certain level - at a fitting, light, skimmer, or tile line?
- Does the spa drain down overnight with the pump off?
- How long has this been happening?
Pool configuration and equipment
- Is there an attached or separate spa?
- Are there water features - waterfall, deck jets, bubblers, or fountains?
- Is the pool a vanishing edge or zero-edge design?
- How many pumps does the pool have?
- Is there an autofill? Has it been turned off to confirm it is not masking water loss?
- Is there a heater, solar system, or other secondary equipment?
Visible symptoms and recent history
- Are there visible cracks, wet areas, staining, or settled deck sections?
- Is there air in the system or equipment, or unusual bubbling?
- Is any equipment leaking at the pad?
- Has anything been repaired, replaced, or modified recently - lights, plumbing, resurfacing, pressure cleaning?
- Has a bucket test been done? What was the result?
- Has anyone already patched or attempted a repair?
Site access and safety conditions
- Is the gate locked or is there a code needed?
- Are there dogs on the property?
- Where is the equipment pad located?
- Is there a working hose and outdoor electrical outlet near the pool?
- What is the current water level?
- Is the water clear enough for underwater evaluation?
- Has the water chemistry been checked recently - is it safe for a technician to enter?
Request photos before the appointment. Ask the customer to send photos of the pool, equipment pad, water level, and any visible cracks or wet areas. Photos can confirm whether the pool layout matches the booking, reveal conditions the customer did not think to mention, and help the technician arrive with the right tools and time expectation. Photos before the job save time in the field.
What the Answers Tell You
Water loss with the pump off but not on points toward a structural or static source - shell, fittings, lights, skimmer. Water loss only with the pump on points toward pressure-side plumbing. A pool that stops dropping at the skimmer throat tells you something very different than one that drains completely to the main drain. The spa draining overnight when isolated points toward the spa shell or spa-to-pool plumbing.
None of those conclusions require testing yet. They are working theories from the intake call that give the technician a starting point - not a final answer.
Learn to Start Every Job With the Right Information
LBA teaches intake, interview, and field preparation as part of a complete diagnostic system - not as optional pre-work.
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