Avoiding the mystery plumbing service call: qualifying leads before you roll the truck

If there’s one thing plumbers can’t stand, it’s loading up the van, driving half an hour, and discovering the “emergency” was someone messing around—or worse, a problem that didn’t need their expertise.

In this post, I’m going to walk you through some straightforward screening questions (complete with scripts you can borrow) to separate the legit emergencies from the time-wasters. I’ll also touch on how using an answering service can do this work for you, so you’re spending your time under sinks, not on dead-end calls.

Why qualifying leads matters

When you bill out at $100–$150 an hour (or more), that first trip charge can feel like free money—until it’s not. Every minute wasted chasing prank calls, vague “leaks,” or “no water” issues that turn out to be a tripped breaker is money you could’ve spent on real work. Beyond the lost revenue, these calls throw off your schedule, leave paying customers waiting, and create stress for you and your crew.

Comparative analysis shows that 24/7 professional answering services achieve 99% call capture rates versus only 66% for in-house staff, translating to 17 additional jobs per week worth $2,600-$5,100 in weekly revenue for mid-sized plumbing companies.

By putting a simple vetting process in place—whether that’s you personally asking a few pointed questions or a plumbers answering service doing it for you—you filter out the fluff. You end up with a queue of genuine problems that need real solutions, and your day actually makes sense. Plus, customers who know you’ve taken the time to ask details are more likely to treat you like a professional, not just a guy who shows up and charges.

The screening questions: what to ask, and why

Below are the core questions you can add in your phone answering script right away. You don’t need to be a mindreader—just stick to these points, and you’ll know within 1–2 minutes if this call is worth the trip.

1. “Can you describe exactly what’s happening right now?”

• Why it matters: A vague “I’ve got a leak” doesn’t tell you if it’s a dripping faucet or a full-blown flood.
• What you’re listening for: Is the caller describing water pooling rapidly? Is it a continuous stream? Or is it just a slow drip? If they can’t give specifics, it’s often not an emergency.

Example script

You: “Thanks for calling Smith Plumbing. Can you tell me exactly what’s happening with your water? Is it dripping slowly, or is there a steady stream?”

Caller: “Uh… it’s dripping under the sink.”

You: “Under the sink—got it. Is it enough water to cause a puddle on the floor right now, or is it just a small leak?”

If they say “small leak,” it might be something you can schedule for later. If they say “puddle of water over the floor,” that’s an emergency.

2. “How long has this been going on?”

• Why it matters: A drip that started two weeks ago and is just annoying is different from a leak that began five minutes ago and is soaking drywall.
• What you’re listening for: If they’ve managed the issue for days with a bucket, it probably can wait until morning. If it just started, it could be a major failure.

Example script

You: “I see—so is this a brand-new leak, or have you been noticing it for a while?”

Caller: “It’s been dripping for a couple of hours, but it’s getting worse.”

You: “Okay, since it’s gotten worse in a short time, I’d consider that an urgent situation. Let’s talk about getting someone there within the hour.”

If they say “it’s been dripping for two weeks,” you can tell them you have openings tomorrow or the next day instead of dispatching right now.

3. “Do you have water anywhere in the house, or is it localized to one fixture?”

• Why it matters: If the whole house is without water, you might be dealing with a main line or municipal issue—something the homeowner can call the water department about before you roll out.
• What you’re listening for: “No water anywhere” can often be a shutoff valve or utility problem. “No water in upstairs bathroom” suggests a clogged line or frozen pipe (depending on location/time of year).

Example script

You: “Got it. Is the no-water issue affecting the whole house, or just that one bathroom?”

Caller: “It’s the whole house.”

You: “In that case, check your main shutoff valve first—sometimes that gets bumped off. Also, if a neighbor’s having the same problem, it could be a water main issue. If it is just that bathroom, I can be there in the next hour.”

If they never tried shutting off the valve, you can walk them through it over the phone, and if that stops the leak, you can schedule a normal visit instead of an emergency run.

4. “Have you already tried anything—like turning off the valve or tightening a loose connection?”

• Why it matters: Sometimes people haven’t even tried the simplest fixes. If you walk out ten minutes to show someone how to tighten a loose nut, that’s time down the drain.
• What you’re listening for: Did they lift the toilet tank and notice water seeping around the base? Did they turn off the local shutoff under the sink to prevent further damage?

Example script

You: “Thanks for clarifying. Do you know if the shutoff valve under the sink is off or on right now? Have you tried tightening any fittings?”

Caller: “I turned the knob all the way, but it’s still leaking.”

You: “If the valve is fully closed and you’re still seeing water, it might be the cartridge or a busted pipe. That sounds like an urgent situation. I’ll dispatch someone right now.”

5. “Is anyone in danger—like flooding the house or slipping in water?”

• Why it matters: If it’s a slow drip on the kitchen floor, it’s inconvenient. If it’s pouring out, running down stairs, or soaking drywall, you need to be there ASAP.
• What you’re listening for: Phrases like “water is almost coming through the ceiling,” “it’s down the stairwell,” or “I have kids and it’s getting slippery” are red flags.

Example script

You: “I understand. Is the water pooling in a place where someone could slip? Or is it leaking through the ceiling?”

Caller: “Yes—the ceiling’s already starting to brown.”

You: “That sounds serious. We’ll prioritize this as an emergency and head your way immediately.”

If it’s not an immediate risk, let them know you can come later in the day.

Using an answering service to pre-qualify leads

You can only do so much when you’re in the van or on the tools. An AI answering service—which specializes in triaging calls—can handle these five questions for you before you ever see the inquiry. They follow scripts like the ones above, filter out prank calls (yes, they still happen), and even help collect pictures or videos when possible so that your techs have context before stepping foot on site.

Why this helps:

• Less phone time: You’re not stuck on hold with someone asking “Is this a real leak?” You’re only talking to calls that need a pro now.
• Better schedule management: If you only dispatch true emergencies, the rest of your day stays on track.
• Client confidence: Homeowners appreciate the quick, professional response. They feel like they’re getting prioritized.

If you’re fielding ten calls a day and three of them turn out to be “mysteries,” that’s easily 30–45 wasted minutes. With a dispatch answering service, those calls are already sorted. Your techs get a packet of info (“Leak at under-sink valve, homeowner turned off shutoff, water still dripping”) instead of a cryptic voicemail.

Wrapping up

New plumbers often try to “wing it” on calls, and they end up running themselves ragged. A quick 1–2 minute conversation—using straightforward questions—goes a long way toward keeping your day profitable and sane. If you can’t handle it yourself (maybe you’re in a job), pass it off to an answering service that knows the drill.

Bottom line: qualify leads before you roll the truck. It’s not about being picky—it’s about respecting your time, your crew’s schedule, and the customer’s expectations. Keep the scripts handy, train your front desk or answering service, and watch how smoothly your days start to run.