Capture the project type first
An extension, refurbishment, new build and emergency repair need different conversations. Let the customer choose the closest description, then add free-text detail if they want to explain more.
Use the postcode to plan the next call
A postcode helps you decide whether the job is in your area before you spend time arranging a site visit. Exact address details can be added after the callback request is safely saved.
Move enquiries towards a site visit
Use Booked for a confirmed visit, add the location and open Google Maps directions from the lead card. The builders and contractors page has example wording for this audience.
Find out what kind of job it is
An extension, loft conversion, kitchen refit and structural repair require different conversations. Offer a few broad choices and let the customer add a sentence in their own words. Avoid asking for a full specification before you know whether the project is in your area.
Use the first call to qualify the basics
Ask where the work is, what stage the customer has reached and what they want to do next. For larger projects, it may be too early to request a firm price. Explain whether you need drawings, a site visit or more time to review the brief before giving an estimate.
Make a site visit a proper booking
When you agree to visit, record the date, time and exact address rather than leaving it in a message thread. Add a note about parking, access or who will meet you if that will save a call on the day. After the visit, mark the lead as quoted or use your own next step.
Be clear about what the form cannot do
A callback form helps organise first contact; it is not a tender portal or a substitute for drawings, planning information, health and safety checks or a written contract. Use it to start the conversation, then move serious projects into your usual estimating process.
A quick checklist
- Capture project type, postcode and callback details.
- Ask about drawings and timing during the follow-up.
- Save site visits with an address and date.
- Use your normal survey and estimating process for formal quotes.