Plumbing phone scripts
Phone script for a water heater leak or no hot water call
The caller has water on the laundry room floor or just took a cold shower, and wants someone out today. If the call sounds routine, you lose the job to whichever company answers first.
Short answer
When a customer calls about a leaking water heater or no hot water, first check for a gas smell, then ask if water is still coming out and have them close the cold water valve above the heater. Then book the plumber visit with a confirmed address. Clara handles this call in English, Spanish or Portuguese, at any hour.
Updated November 1, 2026
$999/yr (works out to $83/mo) or $299/mo · 1,000 minutes a month
Before you answer: the goal
The goal of the call is to book the plumber visit as soon as possible with the right address and the heater type noted. It is not to diagnose over the phone or quote prices. If the caller has an active leak, the priority is getting them to shut off the cold water supply so the damage stops growing, and making sure they know what to do if they smell gas. That first minute decides whether the customer stays with you or calls the next company on the list.
The script step by step
Greet with the company name
"Thanks for calling [Company], this is [name]. How can I help you?" If the caller answers in Spanish, switch to Spanish.
Check for gas first
"Do you smell gas in the house?" If yes: "Leave the house now and call 911 or your gas company from outside." Then continue the call.
Ask if water is still coming out
"Is water still leaking or pooling from the heater right now?" If yes, go to the next step.
Have them close the cold water valve
"Find the cold water pipe that feeds into the top of the heater and turn the valve clockwise until it stops. If water is near an outlet, move away from it." Do not give any further repair instructions.
Ask about the heater type and age
"Is your water heater a tank or tankless unit? Is it gas or electric? Do you know roughly how old it is?" Write the answers down so the plumber arrives prepared.
Offer two times and confirm the address
"I can book the visit today at 3 or tomorrow at 9. Which works better?" Then: "So that's 1234 Oak Street in Katy, correct?"
Mistakes that lose the customer
- Skipping the gas question. If there is a gas smell, the first thing is leaving the house, not booking an appointment.
- Quoting a price over the phone. Say whether the visit has a trip or diagnostic fee, and never state amounts unless you have configured them.
- Giving repair instructions. Closing the cold water valve is the only thing you ask the customer to do by phone.
- Letting it ring more than 3 times. A customer with water on the floor hangs up and calls the next number on the list.
- Not confirming the address. Showing up at the wrong house with water rising means losing the customer and a bad review.
When the caller says a pipe has burst, the water won't stop or there is sewage in the house, the call is flagged urgent and the earliest available slot is offered. If you prefer, Clara can transfer the call straight to your phone.
With AquiVoz, Clara follows this script on every call, in English, Spanish or Portuguese, and puts the visit on your calendar with a confirmed address and the heater type noted.
Frequently asked questions
What do I tell a customer who smells gas when calling about a water heater?+
Tell them to leave the house immediately and call 911 or the gas company from outside. Then book the visit, but their safety comes first.
How do I tell a customer to shut off the water if they don't know where the valve is?+
Ask them to find the cold water pipe that feeds into the top of the heater and turn the valve clockwise until it stops. If they can't find it, ask them to shut off the main water valve for the house.
Can I tell the customer how much a new water heater costs?+
Not over the phone. Explain that the price depends on the on-site check and the heater type, then book the visit.
Stop sending burst-pipe calls to the next plumber
Clara answers in English and Spanish around the clock, walks the caller to the shut-off valve, books the visit and sends the lead to your phone.
$999/yr (works out to $83/mo) or $299/mo · 1,000 minutes a month