Precision Pool Restoration — Rehash Call Script V3

Pre-Call Reference

Eligibility · Cadence · Booking · Read from the page, not memory

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Who You Call & When

What Qualifies as a Rehash Lead

DNS — Demo Not Sold. An in-home appointment was run, a price was delivered, and the homeowner did not buy. That is the only population you work.

Timing Rules

Field ownership ends end of day on the appointment date. After that the lead is yours.
You dial at 48 hours from the appointment. Not sooner.
Estimates dated before July 23 are a no-call. Pricing before that date is not valid and cannot be honored.

Never dial a DNS dated before July 23. Those prices were set under the old model. Reopening one creates a customer expectation we cannot meet and a review problem we cannot fix.

What the Customer Already Received

Text Cadence Before Your Call

Day 1 (Hatch): Thank you for your time, plus resources. No pitch, no offer, no price.
48 hours (Hatch): Following up to see how the visit went. Drives to a phone call — this is the one your call lands behind.

Assume they read both texts. Your call is the follow-through on a promise already made, not a cold interruption. Do not re-introduce the company from scratch.

Pricing Authority

You have no pricing authority. If the homeowner names a number, check the pricing guide before booking. Inside the guide, book it. Outside the guide, do not book — disposition it and note the number they asked for. The guide is the only authority. This script never carries a figure.

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Booking & Handoff

Markets Live

Houston · Dallas · Austin · San Antonio

Appointment Slots

Offer These First

10:00 AM and 2:00 PM — lead with these two
6:00 PM — available, but do not lead with it

Who Runs the Visit

A senior member of our team. Assignment happens after you book, exactly like any other lead. You do not name a person, a title, or the word manager on the phone.

"He's one of our senior team members. He handles these projects directly, and he's the one who can make decisions on the spot."

Never say manager, never name an individual, never promise a specific person. Assignment is not yours to make and the customer will hold you to whatever you said.

Handoff Is a Booking, Not a Conversation

There is no notification email and no call to the field. You book the appointment, set the type, write the notes. Assignment and dispatch run the same as a fresh lead.

Appointment type must be set to Rehash in i360. That single field is what makes this entire function reportable. Miss it and the appointment disappears from the funnel.

Priority

A rehash never outranks a fresh appointment. Fresh leads carry the emotion of a first visit. Rehash fills around them.

Intro — The Quality Check

Opening Language

"Hi, is this [customer name]? Hi [name], this is [rep name] with Precision Pool Restoration. One of our experts was out at your home on [approximate date] to look at [scope from original visit]. I'm not calling to sell you anything — I follow up on every one of our visits to make sure our team took good care of you. Do you have two minutes?"

This is a quality check, and you mean it. You are not opening with the decision. You are opening with their experience. Every question in the next card is one you would ask whether or not they ever buy.

Say "I'm not calling to sell you anything" and then honor it. Nothing in cards 1 or 2 asks for anything. If you break that in the first ninety seconds the rest of the call is dead.

If They Say They're Busy

"No problem at all — when's a good time later today or tomorrow? I'll only need about five minutes."

Book the callback like a mini-appointment. Get the time, put it on your calendar, call back on time.

If They Ask Why You're Calling Again

"Fair question. Every homeowner who has one of our experts out gets a follow-up call from our side. I want to hear how the visit actually went — good or bad."

Experience Review — Ask, Don't Sell

Run These In Order

1Punctuality

"Was our expert on time for you?"

2Professionalism

"Was he prepared and professional while he was there?"

3Completeness

"Did you get all the information you were looking for, or did he leave any of your questions unanswered?"

4What We Missed

"Is there anything we could have done better while we were out there?"

5Company Questions

"Do you have any questions about the company itself — how long we've been doing this, our warranty, anything like that?"

6Open Offer

"Is there anything else we could send over that would be helpful?"

The real reason usually falls out of question 3 or 4 on its own. When it does, do not chase it yet. Acknowledge it, finish the remaining questions, then work it in Card 3. Cutting the review short to jump on the objection turns a quality call back into a sales call.

If They Volunteer a Complaint

"I appreciate you telling me that, and I'm sorry — that's not how we want it to go. I'm writing that down and it goes to the right person. Thank you for being straight with me."

Never defend the field expert. Never explain away a complaint. Write it down, thank them, move on. A defended complaint ends the call.

The Real Reason — Price Comes Last

The Turn

"That's really helpful, thank you. Last thing and then I'll let you go — I just want to understand where the project itself landed for you."

Listen more than you talk. Work down the list. Stop as soon as you have a clear answer — you do not need to ask all six.

Probe by Category — In Order

1Company & Fit

"Based on the visit, did you feel good about us as the company to do the work?"

2Scope

"Since he was out, has anything changed about what you'd want done? Anything in there you'd take out, or anything missing?"

3Partner Alignment

"Has your [spouse/partner] had a chance to weigh in? Are you both on the same page about it?"

4Shopping

"Have you looked at anyone else for the project since then?"

5Timing

"Is this something you're still looking to get done this season, or are you thinking further out?"

6Price — Last

"And was the number where you needed it to be to move forward?"

Do not open with price. Do not move it up the list because you think you already know the answer. Leading with price tells the homeowner this was a sales call the whole time and confirms every suspicion they had when they picked up.

Document every answer verbatim. Whatever they tell you here is exactly what the senior team member needs before walking in the door. This is the handoff.

Bridge to the Senior Visit

The Bridge — Earned Off Their Own Answers

"Based on everything you just walked me through, I'd like to get one of our senior team members out to you. We have some promotions running right now that you may qualify for, and he's the one who can look at your project and tell you which ones actually apply. He can also make decisions on the spot that our field experts aren't able to make."

This is a promotion, not a rescue. They are not being talked back into something. They are being handed someone with more authority than the person who came out the first time.

Never name a specific promotion. Never quote a dollar amount or a percentage. This homeowner has already heard our field offers and turned them down — naming one hands them the reason to end the call.

When They Ask Which Promotions

"That's exactly what he'll go over with you. Which ones apply depends on your specific project, and I'm not the one who prices it. What I can tell you is he'll have those numbers with him when he's there."

Handle Their Original Reason

Company: "That's good to hear. He'll be able to answer anything still open."
Scope: "That's exactly why he should come out — he'll rebuild it around what you actually want now."
Partner: "Perfect, let's get you both in front of him so you can decide together."
Shopping: "Makes sense — you'll want a real number to compare against. He'll give you one on the spot."
Timing: "No problem. Worth knowing what's available now so you can plan around it."
Price: "Understood. He's the one who can actually do something about that. I can't."

Book the Visit

Booking Language

"I've got 10 in the morning or 2 in the afternoon — which one works better for you and [partner name if applicable]?"

Offer two, not an open calendar. If neither works, 6:00 PM is available.

Frame the Visit — No Duration

"It'll be a quick visit. He's already got everything from your original appointment, so he's not starting over — he's there to look at the project and go through your options."

Do not volunteer a length. If they ask, ask for 30 minutes. If they push again, the reason is a re-measure for accuracy — if we're going to adjust anything, the numbers have to be right. Never say re-demo.

Attendance Requirement

"Same as the first visit — we want everyone who's part of the decision there, so you can move forward together if it makes sense."

If they push back on both parties being present, run the same single-leg recovery you'd use on the front end. Do not book a solo visit until you've been through the recovery sequence. Flag with "SET - Attendance Flag" when booking.

Lock It In & Log It

Confirm the Commitment

"Let me lock this in. I have one of our senior team members coming out [day] at [time]. You and [partner name] both there, he'll look at the project, go through the promotions you qualify for, and give you exact pricing before he leaves. Can I count on both of you to be there [day] at [time]?"

Wait for an explicit yes. Same standard as the front-end ISR script. Silence is not a yes.

What to Expect Next

"Perfect. Two things from us: a text right now with all the details — please reply YES so I know you're locked in. And a call the day before to confirm. It's really important that you answer that call so we have everything we need for your project. Looking forward to getting you and [partner name] taken care of on [day]."

Post-Call Checklist

Before You Dial the Next Lead

i360 appointment created — type set to Rehash
SET comment template completed
Experience Review answers logged, including any complaint
Real reason for the original no-sale logged verbatim
Any number the customer named logged, plus whether it cleared the pricing guide
Confirmation text sent via Hatch

A complaint from the Experience Review goes in the notes every time, whether or not you booked. That is the only record it will ever have.

Voicemail & No-Contact Cadence

Voicemail Script

"Hi [customer name], this is [rep name] with Precision Pool Restoration. One of our experts was out to see you about your pool project, and I'm following up to make sure our team took good care of you. Give me a call back at (844) 259-POOL, that's (844) 259-7665. Talk to you soon."

Under 20 seconds. Reference the visit. Do not mention promotions, savings, or a second appointment — the callback is the goal.

Dial Cadence per Lead

Attempt 1: Call, no voicemail if no answer (log attempt)
Attempt 2: Call at a different time of day, leave voicemail
Attempt 3: Final call, second voicemail, send follow-up text

After 3 attempts, disposition No Contact and move to the next tier. Do not over-dial.

Text Follow-Up (after VM)

"Hi [name], [rep name] with Precision Pool Restoration. Tried to reach you — just following up on the visit our expert made to make sure everything went well. Call me back at (844) 259-7665 when you get a chance."

L.A.R.I.C. — Objection Handling

Company standard · Same framework the field runs

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The Framework

Listen

Fully hear the concern without interrupting. Let them finish completely.

Acknowledge

Validate the feeling. "I can appreciate that…"

Restate

Repeat it back for clarity. "So what you're saying is…"

Isolate

Confirm it's the only concern. "If we could overcome that, is there anything else holding you back?"

Present the solution and ask — confidently, once.

On this call, C is the visit, not the sale. The field runs L.A.R.I.C. to close a project. You run it to close an appointment. Everything after "yes, I'll be there" belongs to the senior team member.

Isolate before you solve. Every time. If you answer the first objection you hear without isolating, you'll answer three more and book nothing.

Objections & Recovery

Use as needed · Read from the page, not from memory

Common Rehash Objections

Objection 1

"We already decided not to move forward."

L.A.R.I.C.

Listen

Let them finish. Do not jump in.

Acknowledge

"I appreciate you telling me that, and that's completely fine."

Restate

"So as of right now you've set the project aside — it's not that you don't want the pool done, correct?"

Isolate

"Other than where the numbers landed, was there anything about us or the project itself that didn't sit right?"

"That's exactly why I'd rather have a senior team member come look at it than have me talk at you on the phone. He can tell you what you actually qualify for. Quick visit — 10 or 2, which is better?"

Objection 2

"Just tell me the price over the phone."

Response

"I hear you, and I wish I could. I don't price projects — I'd be guessing, and a guess doesn't help you. He'll have the real number with him and you'll know before he leaves. 10 or 2?"

Do not soften this into a range, a "starting at," or a ballpark. A number from you becomes the number they hold us to.

Objection 3

"It's too much money."

L.A.R.I.C.

Listen

Silence. Let it land.

Acknowledge

"I hear you. It's a significant investment and it's smart to be careful about it."

Restate

"So the hesitation is the total price — not whether you want the project done or whether you trust us to do it, correct?"

Isolate

"Other than the price, is there anything else holding you back?"

"Then you're talking to the wrong person, honestly — I can't move a price. He can. That's the whole reason I want to get him out there. 10 or 2?"

Objection 4

"Which promotions? What do I qualify for?"

Response

This is the objection most likely to break the call. Do not name Brand Ambassador, flexible install, commercial pricing, or anything else. They have already heard our field offers. Naming one gives them a reason to hang up.

Objection 5

"Why didn't your guy offer this when he was here?"

Response

"Fair question. Our field experts work within what they're authorized to do. Our senior team reviews projects after the fact and has more room to work with. That's the difference, and it's the reason this call exists."

Answer it straight and move on. Do not apologize for the field expert and do not imply he did anything wrong — you'll undercut the person walking in behind you.

Objection 6

"Is this the same person who came out before?"

Response

"No — this is with one of our senior team members. He handles these directly and can make decisions on the spot that our field experts aren't able to make. That's why we run these at that level."

Objection 7

"We already went with another company."

Response

"Congratulations on getting it moving. Just so I know where to leave things — have you signed a contract yet, or are you still in the planning stage?"

Signed: thank them, wish them well, disposition and close the lead. Not signed: "Before you're locked in, it's worth thirty minutes to see what we can actually do. 10 or 2?"

Objection 8

"I need to talk to my [spouse/partner] first."

Response

"Perfect — that's exactly who needs to be there. Let's find a time you're both home. Do mornings or afternoons work better for the two of you?"

Objection 9

"We can't afford it right now."

L.A.R.I.C.

Acknowledge

"I completely understand, and I'd rather you tell me that than not pick up."

Restate

"So it's the cost as it stands today, not the project itself, correct?"

Isolate

"If the cost worked, is there anything else that would stop you?"

"Then it's worth thirty minutes. He can look at the project, the options, and what you qualify for. Nothing to decide while he's there. 10 or 2?"

Do not raise financing, monthly payments, or any payment figure. You do not price and you do not finance. Options are his conversation.

Objection 10

"I'm not interested. Don't call me again."

Response

"Understood — I'll take you off our list. Thanks for your time, and thank you for having us out."

Stop. No recovery attempt, no last pitch. Disposition it and remove from cadence the same day. One more dial after this is a complaint and a review.

Open — Pending Ruling

Cancelled Contracts — Save or Reset

Scope for cancels is [PENDING RULING]. Not yet defined whether a cancelled contract is worked as a save on the original scope and price, or reset and rebuilt from scratch as a new project. Until this is ruled on, do not work cancels. DNS only.

1 Experience
Reviewed

2 Real Reason
Uncovered

3 All Decision-Makers
Committed

4 Visit Booked
& Typed Rehash