Lead Intake
Screening a Service Address Without Overpromising Coverage
Collect only the location details needed to check a service area while keeping eligibility and pricing decisions with approved systems and owners.
Explain why location is needed
Tell the caller that location information is used to check service availability. Ask for the least detail the approved tool requires. A postal code or city may be enough for an initial check, while a full address may be needed only when scheduling a visit.
Do not ask for ownership status, household composition, or unrelated personal details. If the caller is not ready to share a precise address, explain what level of answer can be provided from a broader location.
Use the approved coverage source
Check the current service map, postal code table, or dispatch system. Do not rely on memory, travel-time guesses, or a previous customer's outcome. Coverage may vary by service type, crew, date, or permit requirement.
If the address sits near a boundary or the tool returns conflicting results, label it for owner review. Tell the caller that availability needs confirmation and provide the approved response window. Do not quote a surcharge or promise an exception unless the workflow grants that authority.
Route eligible and uncertain requests differently
For an eligible location, continue the normal qualification or scheduling process. For a clearly unsupported area, give the approved explanation and referral option if one exists. For uncertain locations, create a task containing the location, requested service, desired timing, and the source that produced ambiguity.
Review boundary cases with the operations team. Repeated uncertainty may indicate stale coverage data or categories that are too broad. Updating the source helps assistants give faster, more consistent answers without expanding their decision authority.