Storm Playbook

Welcome to The Call Center Doctorsstorm damage appointment program. This playbook covers everything you need to hit the ground running. We handle the dialing, scripting, and appointment setting -- your job is to show up and close. If you ever have questions, reach out to your account manager directly via Slack or phone.

Within 24 hours of signing up, you'll receive a welcome email with your login credentials, links to your appointment tracker, and a Loom walkthrough video showing you the full dashboard. Check your spam folder if you don't see it. The email comes from[email protected].

Every appointment we set goes into our client system, which is your appointment tracker. Your written agreement asks you to use it and to keep every appointment updated in it. You'll see the homeowner's name, phone number, address, appointment date and time, and notes from the call. We also send calendar invites so appointments show up directly on your phone. A Loom video walkthrough is included in your welcome email showing how to use and filter the tracker.

The storm date in those notes is the one field worth reading twice before you get to the door, becausethe day the roof was damaged and the day the homeowner noticed it are usually different days, and only the first one anchors the policy and the carrier's reporting window.

All calls are recorded for quality assurance. You'll have access to recordings for every appointment we set so you can listen before the meeting and know exactly what the homeowner was told. Recordings are linked in the appointment tracker and available for 90 days. A Loom video walks you through how to access and play back recordings.

We use Slack for day-to-day communication. You'll get an invite to our shared workspace with a dedicated channel for your account. This is where you'll receive real-time appointment notifications, ask questions, flag issues, and coordinate with your account manager. Download Slack on your phone so you don't miss anything in the field.

Slack is the fastest way to reach us. For urgent issues (wrong address, homeowner cancellation), message your Slack channel immediately. For non-urgent requests (schedule changes, area adjustments), Slack or email is fine. We aim to respond within 1 hour during business hours (Mon-Fri, 9am-10pm ET). Weekly check-in calls are available if you want them.

Your written agreement asks you to track every appointment in our client system (section 3), so that is where each one lives and where you log how it went. Run your own roofing CRM as well? Ask your account manager. Any connection to it is built by hand for one client at a time, not a switch we flip.

Not every homeowner will answer the door. That's normal. Here's how it works, as your written agreement sets it out:

• An appointment that is not a real sit is replaced with another appointment, up to 30% of the total you bought. A replacement is another appointment -- not a credit and not a refund.
• If a homeowner does not answer the door, photograph the house with your vehicle in the frame, log the outcome in our client system the same day, and tell us in your Slack channel.
• Do not call ahead to confirm the appointment. Your written agreement asks you not to, and a replacement does not count if you do.
• The rest of your side, so a replacement counts: keep every appointment updated in our client system, keep three two-hour booking windows open Monday to Saturday, take at least three appointments a day, and show up five minutes early.
• In the trade, the call before a visit has a name and a method --a confirmation that only reaches voicemail is unresolved rather than done -- but on a storm pack it is not your call to make

Source: Our written storm-appointment agreement, September 2026. Your own agreement lists every condition.

If you want to put a dollar figure on the ones that slip, theno-show cost calculatorruns the arithmetic on your own numbers.