Plumbing leak intake script: shutoff first, then the booking

A leak call is the one call where the first minute on the phone matters more than the visit. Every minute the water runs is more ceiling, floor and drywall. So the order of the call is different from a normal booking: stop the water first, check it’s safe, then book.

Below is a copyable script, the questions behind it, and what to do when the caller can’t find the shutoff.

The order of a leak call

1. Is anyone in danger? Water near electrics, or a gas smell.
2. Get the water off. At the fixture, the water heater, or the main.
3. Capture the details you need to send the right truck.
4. Book the visit, and confirm by text.

Most intake scripts start with "what’s your address". On a leak call, that can wait thirty seconds.

Step 1: safety before shutoff

Ask this first:

• "Is the water anywhere near the electrical panel, outlets or anything plugged in?" If yes: stay out of the water, don’t touch the panel or anything electrical, and if it’s safe to reach the breaker without standing in water, they can switch it off. If not, call the power company or 911.
• "Is there any gas smell, especially near the water heater?" If yes: leave the house, don’t flip switches, and call the gas company or 911 from outside.

If either is a yes, the shutoff waits. Safety comes first.

Step 2: walk them to the shutoff

Start with the closest valve, then go to the main.

At the fixture. Toilets, sinks and washing machines usually have a small valve on the supply line behind or under them. Turn it clockwise until it stops.

At the water heater. There’s normally a cold-water valve on the pipe going into the top of the tank. Turn it clockwise to close it. If the tank itself is leaking, that stops more water going in. (If it’s a gas water heater and they smell gas, go back to step 1.)

The main shutoff. If the leak is in a wall or ceiling, or they can’t find the closer valve, they need the main:

• Often where the water line comes into the house: a basement wall, a utility room, a garage, or near the water heater.
• In warmer areas it can be outside, near a hose bib, or at the meter box by the street (which may need a meter key).
• Wheel handles turn clockwise. A lever handle closes when it’s turned across the pipe.

If they still can’t stop it, tell them to move valuables away, put down towels and buckets, and keep clear of electrics. Then book the soonest slot and treat it as urgent.

Step 3: the details to capture

• Name and a number that takes texts.
• The address, unit and gate code. Read it back.
• Where the water is coming from: under a sink, the water heater, a ceiling, a wall, outside.
• Is it stopped? Yes, slowed, or still running.
• How long has it been leaking?
• Any water near electrics? (You asked already. Note the answer for the tech.)
• Who’s home and when.

Don’t diagnose on the phone ("sounds like a failed fitting") and don’t quote a price. The tech needs to see it, and a phone price is one you’ll be held to.

A copyable leak script

Answer: "Thanks for calling [Business], this is [name]. Is the water near your electrical panel or anything plugged in? And do you smell gas anywhere?"

If yes to either: safety instructions from step 1, then: "Once you’re safe, I’ll get someone out to you."

If no: "OK, let’s get the water off first. Where’s it coming from?"

Fixture: "There should be a small valve behind or under it. Turn it to the right until it stops."

Water heater: "On the pipe going into the top of the tank there’s a valve. Turn it to the right."

Ceiling or wall: "We’ll use the main. Is there a basement, utility room or garage where the water line comes in?"

"Has it stopped?" (wait)

"Thanks. What’s the address there?" (read it back) "And a number I can text the confirmation to?"

Urgent: "I’m getting [tech] to you as soon as possible. You’ll get a text when they’re on the way."

Can wait: "I can get someone there at [time] or [time]. Which works?" (book it) "You’ll get a text confirming that, and a reminder before we arrive."

After the call

• Text the confirmation with the address and time.
• Note the shutoff for the tech: which valve is closed, so they know what they’re walking into.
• Remind before the visit, and follow up with anyone who called but didn’t book.

Where DispatchSAM fits

DispatchSAM is the 24/7 dispatch desk for HVAC, plumbing and electrical shops. Sam, our automated dispatcher, answers your existing number any hour and says it’s automated. On a leak it tells the caller where the main shutoff usually is and asks them to close it. Water near the electrical panel or a gas smell is handled as an emergency, and it texts your on-call phone mid-call. Then it checks the address with Google and books the soonest slot into your Google Calendar. It never diagnoses or quotes a price.

Try it free for 14 days on your own line (or 250 minutes of calls, whichever comes first). No card, no setup fee. Apply at dispatchsam.com/pilot, or call Sam to apply: (888) 501-3SAM.