Leads and sales
Ask clear fuel questions before a site visit
Record what the homeowner knows about fuel without asking them to inspect equipment. Keep unknown facts for the site team.
Ask what fuel the home uses and allow “not sure.” Save the answer as homeowner-reported until the trained site team checks it. The office should not promise equipment fit, price or a start from that answer.
Keep the question plain. No one should need to open equipment or guess at a technical fact just to ask for a quote.
On this page
Ask about the home, not a guess
The caller may know whether the home uses natural gas or has a propane tank. Ask that simple question. Keep the answer in their words.
Do not ask them to lift covers, read hidden labels or test equipment. If a fact needs a trained check, put it on the site list.
Mark the source of the answer
A note that says propane can sound like a checked fact. Add homeowner reported so the next person knows where it came from.
The home may have more than one fuel type. Keep that detail. Do not force the answer into one box just to finish the form.
- Job reference.
- Homeowner’s answer.
- Source of that answer.
- Any part they were unsure about.
- Qualified person to check it.
Do not promise fit on the call
Your office can collect the fact without choosing equipment. Keep sizing, supply and site decisions with the qualified team and the relevant maker guidance.
If the buyer asks whether the current setup will work, explain the next check. Do not turn a rough answer into a firm price or an install promise.
Give an unknown answer a useful next step
An empty box can hide two different things: no one asked, or the homeowner did not know. Write which one it is.
If the person names two fuels, keep both in the note with what they said each serves. Do not choose one for them. The trained team can decide which fact matters to the proposed work.
Use the answer to prepare the visit. Do not reject a request solely because the homeowner could not answer the fuel question.
Close the open fact after the visit
Ask the site lead to update the note after the check. Keep the old report in the history and show the checked result as current.
If a quote must change, use the normal scope review. Tell the buyer what changed and why. Do not leave sales working from the phone answer while the crew has a different fact.
Review a few intake notes with the site team. Keep questions they use. Remove words that make homeowners feel they must guess to get help.
Sources and further reading
Sources checked .
