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Trust + rapport
Pre-Call Brief Routine
5 minutes before you knock, here's what to know. Difference between cold tech and the tech who walks in knowing the customer.
5 cards
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0 installs by contractors
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Curated by Greg / MLP pilot research
Card 1 of 5
Read the booking note out loud once
Even if you skimmed it. Out loud anchors detail. 'Mrs. Cohen, AC not cooling upstairs, called yesterday afternoon.'
WhyAuditory rehearsal beats visual scan. You'll recall her name + the specific complaint when she opens the door.
Card 2 of 5
Google the address — 30 seconds
Year built, square footage, last sale. Tells you the equipment vintage, household income approximation, comparison anchor.
WhyKnowing the year-built changes your pitch tier. 2002 home = original equipment dying. 2018 home = warranty conversation.
Card 3 of 5
Pre-load 2 questions specific to her note
If note says 'upstairs AC not cooling,' you walk in with 'how often does it run upstairs vs downstairs?' ready. Sound like you already know the house.
WhyPre-loaded questions = competence signal. Generic questions = sound like everyone else.
Card 4 of 5
Take 30 seconds in the truck to NOT be in sales mode
Don't roll up still thinking about the last call's lost deal. Reset. Breathe. They get YOU first time.
WhyEmotional carryover from prior call shows in your tone for the first 90 seconds. Reset is free margin.
Card 5 of 5
Text her you're 5 minutes out
From the truck. With your name. Even if she has appointment in calendar.
WhyReduces door-fear. She knows it's you (vs cold doorbell). She walks to the door already softened.
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