5 Questions Every Plumbing Lead Should Be Asked (Before You Show Up)

The $200 Drive That Goes Nowhere

Every plumber knows the pain: you drive 45 minutes to a "clogged drain" call, only to find out the customer just wanted a free estimate, isn't the homeowner, or expected the job to cost $50.

Wasted time. Wasted gas. Wasted opportunity cost.

The fix isn't better marketing—it's better qualification. Here are the 5 questions that should be asked before you ever roll a truck.

Question 1: "What's the issue you're experiencing?"

Why it matters: This isn't just about understanding the problem—it's about gauging urgency and scope.

What to listen for:

• "Water is actively leaking" = emergency, high urgency
• "Drain is slow" = can wait, lower ticket
• "Want to remodel bathroom" = big project, needs estimate

Red flags:

• Vague answers like "just checking prices"
• Unwillingness to describe the actual problem

Question 2: "When did this start, and is it getting worse?"

Why it matters: Establishes urgency and helps with diagnosis.

What to listen for:

• "Started this morning and water is spreading" = drop everything
• "Been like this for months" = not urgent, price-shopping likely
• "Happens every time it rains" = recurring issue, maintenance opportunity

Question 3: "Is this your home, or are you renting?"

Why it matters: Renters often can't authorize work. You need the decision-maker.

What to listen for:

• Homeowner = can authorize work
• Renter = need landlord approval (ask for their contact)
• Property manager = usually good to go

Pro tip: If they're a renter, offer to loop in the landlord on a three-way call or get their info for direct contact.

Question 4: "Have you had any plumbing work done recently?"

Why it matters: Recent work might be under warranty (not your job), or might indicate a bigger systemic issue.

What to listen for:

• "Yes, another company was here last week" = warranty issue, tread carefully
• "We just bought the house" = inspection might have missed something, good lead
• "Not in 20 years" = aging system, upsell opportunity

Question 5: "What's your availability for us to come out?"

Why it matters: Tests commitment and helps with scheduling.

What to listen for:

• Specific times = serious buyer
• "I need to check with my spouse" = not the decision-maker
• "Just give me a price first" = price-shopping, low conversion likelihood

The commitment test: Serious customers will work around your schedule. Tire-kickers want you to work around theirs indefinitely.

How AI Agents Ask These Questions

The challenge with qualification is consistency. Your best CSR asks these questions every time. Your newest hire forgets half of them.

An AI chat agent asks these exact questions, in order, every single time. It doesn't get tired, doesn't forget, and doesn't let a lead slip through without proper qualification.

By the time the lead hits your calendar, you already know:

• What the problem is
• How urgent it is
• That they're the decision-maker
• That they're available when you are

No more $200 drives to nowhere.

The Qualification Mindset Shift

Many plumbers resist qualification because they don't want to "lose leads." But unqualified leads aren't leads—they're time traps.

A properly qualified lead that books is worth 10 unqualified "maybes" that waste your day.

Ask better questions. Book better jobs. Make more money.