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Qualification Rules

The rules are written before anything is delivered.

Your agreement states exactly what is billable. These are the standard rules. Your agreement can tighten them for your business.

A qualified call

  1. The caller is a homeowner, property owner, authorized tenant, property manager or other approved decision-maker.
  2. The property is inside your accepted service area.
  3. The caller asks for a service you have chosen.
  4. The caller is a new potential customer, unless you allow existing customers.
  5. The call reaches your team or your approved answering system.
  6. The call meets the agreed connected-time rule.
  7. The call is routed only to you if it is sold as exclusive.
  8. The call is not a duplicate inside the agreed window.

Not billable

  1. Wrong number
  2. Outside your service area
  3. Vendor or subcontractor pitch
  4. Job inquiry
  5. Spam or robocall
  6. A service you did not buy
  7. Hang-up under the duration rule
  8. Duplicate inside the agreed window
  9. Existing customer or warranty request, when excluded
  10. A caller who cannot approve the work, when approval is required

A held consultation (home improvement)

  1. Homeowner or authorized decision-maker.
  2. Property inside your service area.
  3. A project type you accept, above your minimum size.
  4. A start date inside your agreed timeline.
  5. The owner agrees to a phone, video or in-home consultation.
  6. The appointment is held, not only booked.
  7. No duplicate and no existing relationship with you.

A held commercial appointment

  1. The company or property type fits your target profile.
  2. The location is inside your service territory.
  3. The attendee makes or directly shapes the buying decision.
  4. There is a real need, contract event, project or problem.
  5. The account meets your minimum sites, square footage or spend.
  6. The appointment is held.
  7. The account is not already in your pipeline, unless you accept it.

Decided in your agreement

  1. Missed calls and calls sent to voicemail
  2. Calls abandoned on hold or dropped by your team
  3. Transfers between your departments
  4. Repeat callers, renters, landlords and property managers
  5. Warranty work, existing customers and financing-only questions
  6. Estimate requests without immediate scheduling
  7. Calls where the recording is unavailable
  8. The deadline to dispute a call, and the deadline for our decision

Ready to add more service work?

Tell us where you operate, which services you want and how much your team can take on.

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