GREETING

“Thank you for calling Gold Eagle Services, this is [Name] speaking. How can we help you today?”

• Speak clearly and confidently
• Smile while talking
• Use the customer’s name once known

STEP 1: HOW THEY FOUND US

CSR:

“Before we dive in, how did you hear about our company?”

(Document marketing source)

STEP 2: HOMEOWNER VERIFICATION

CSR:

“Just to confirm – are you the homeowner?”

If NO

• Inspections must go through the homeowner.

CSR:

“For inspections, we do need to work directly with the homeowner. You’ll want to have them contact Mold Inspection Sciences at (512) 535-2493.”

• We can only schedule a visit from our team when the homeowner calls.

If YES

Proceed.

STEP 3: OPEN-ENDED IAQ DISCOVERY

CSR OPENING

“Okay, great. Can you tell me a little more about the air quality concern you’re dealing with?”

(Let the customer fully explain before guiding.)

CATEGORY 1 – NO VISIBLE GROWTH

Customer indicators:

• “I’ve been feeling off inside my home.”
• “I think it’s in the air.”
• “A friend suggested I look into it.”

CSR FOLLOW-UP:
“I’m sorry to hear that. Just to clarify – is there any visible growth that you can see right now?”

If NO visible growth

CSR EXPLANATION SCRIPT:
“Thank you, that helps. When there’s no visible growth, the first place we focus is the HVAC system. It’s really the lungs of the home, and it’s often the biggest contributor to indoor air quality concerns like odors, humidity, or things circulating through the air.”

CSR ACTION SCRIPT:
“What I’d recommend is having one of our comfort advisors come out to evaluate the HVAC system and overall air quality. That gives us a clear starting point.”

✅ Schedule Ambrose

CSR INTERNAL NOTES:

• Symptoms described by customer
• Odors, humidity, buckets, vents, grills
• Areas of concern in the home

CATEGORY 2 – EXISTING MOLD PROTOCOL (MAC)

Customer indicator:
“I already have a protocol from a mold inspection company and need a quote.”

CSR FOLLOW-UP:
“Do you know if the protocol also recommends having the HVAC system evaluated or addressed?”

HVAC NOT LISTED / CUSTOMER IS UNSURE

CSR:
“No problem at all. If you’d like, you can email the protocol over to us and we’ll review it on our side. The remediation work would be handled by one of our trusted restoration partners. We work closely with them to make sure everything is handled correctly. We don’t schedule them directly, but we’ll pass your information along and connect you. I’ll also send you their contact information so you can reach them directly.”

HVAC CONTEXT:
“One thing I do want to mention is that most inspection companies aren’t able to open or fully evaluate the HVAC system itself. Since the system moves air throughout the entire home, it’s very common for it to be involved even when it’s not specifically called out in the protocol.”

VALUE BRIDGE:
“To make sure nothing is missed, we usually recommend having our team inspect the HVAC system while the remediation side is being addressed. That way, if the system is contributing in any way, it can be identified early and handled correctly.”

SOFT CLOSE:
“Would you like me to schedule a comfort advisor to take a look at the HVAC system as part of this process?”

If YES, HVAC is included

CSR SCRIPT:
“Thank you for confirming. Since the protocol includes the HVAC system, we’ll take care of that portion, and the remediation work would be handled by one of our trusted restoration partners. We work closely with them, and while we don’t schedule them directly, we can pass your information along and connect you. I can also send you their contact information so you can reach them directly.”

CSR ACTION:

• Schedule Ambrose
• Explain partner involvement (see script below)
• Proceed to Internal Follow-Up Actions

⚠️ Internal note:
All protocols will require our licensed remediation partner to complete CMDR documentation.

CATEGORY 3 – VISIBLE GROWTH / WATER DAMAGE, NO INSPECTION YET

Customer indicators:

• “I see mold.”
• “There was water damage.”
• “I don’t know where to start.”

CSR RESPONSE:
“No problem at all – you’re calling the right place. When there’s visible growth or water damage, we typically recommend starting with a restoration specialist, and we work alongside them on the HVAC and air quality side.”

Partner Explanation Script:
“We partner with a local restoration company that can evaluate the growth and moisture side. We don’t schedule them directly, but we’ll pass your information along and send you their contact details so you can connect with them right away.”

Secondary HVAC Qualification

“Because growth and moisture often spread through the HVAC system, would you like us to also have a comfort advisor assess that side of the home?”

• If YES → Schedule Ambrose
• If NO → Proceed with partner referral only

INTERNAL FOLLOW-UP ACTIONS

After the call is complete, CSR must:

1. Create internal task / note
   • “IAQ Partner Referral – United Water”
   • Include:
     • Customer name
     • Phone number
     • Email
     • Property address
     • Protocol status (Yes / No / Pending)
2. Send customer follow-up email (template below)
3. Send partner referral internally
   • Share customer info with United Water via approved internal method
   • Note date/time sent
4. Flag job for management visibility
   • Especially if protocol exists or health concerns were mentioned

STEP 4: IAQ ASSESSMENT SCRIPT

CSR:
“We’ll send a trained and qualified indoor air quality expert to assess the home and explain your options. While they’re there, they’ll complete a thorough evaluation and be able to come up with a solution based on what they find.”

“The assessment fee is $99. I have you scheduled between [arrival window]. That’s an arrival window, not a guaranteed start time. If we have availability earlier, would it be okay to send someone sooner?”

“To reserve the appointment, we do require a card on file. If you choose to pay by check, the card will not be charged.“We will give you a call about 30 minutes before arrival. We appreciate your call and look forward to taking care of you.”

CUSTOMER FOLLOW-UP EMAIL TEMPLATE

Subject: Next Steps for Your Indoor Air Quality

Email Body:

Hi {{Customer First Name}},

Thank you for speaking with us today. Based on what you shared, we wanted to outline the next steps so everything is clear and moving forward smoothly.

For the growth and moisture side of the project, we work closely with a trusted restoration partner:

United Water Restoration
📞 (512) 813-0501

They specialize in evaluating visible growth, water damage, and remediation needs. While we don’t schedule on their behalf, we’ve shared your information with them so they’re aware of the situation, and you’re welcome to contact them directly to move things forward.

On our end, we’ll be assisting with the HVAC and indoor air quality portion as discussed, ensuring the system is properly evaluated and not contributing to ongoing issues.

If you have any questions or need help coordinating next steps, please don’t hesitate to reach out.

We appreciate the opportunity to help.

Best regards,
Gold Eagle Services
{{CSR Name}}