Commercial intake questions (what to ask on first contact)

Why intake questions matter

Commercial jobs are more complex than residential work. More people are involved, timelines are stricter, and expectations are higher. If you do not ask the right questions upfront, you will waste time quoting jobs you cannot win or jobs you do not want.

Good intake questions do three things at once:

• They clarify scope so you can quote accurately.
• They qualify the lead so you do not waste time on bad fits.
• They build trust by showing you know what matters.

1) Basic project information

Start with the basics so you understand what they need and whether it fits your capabilities.

• What type of property is this? (office, retail, industrial, multi-family, etc.)
• What is the address? (Confirm it is in your service area.)
• What work needs to be done? (Get a clear description, not just "we need repairs.")
• Why does this work need to happen? (Tenant move-out? Code issue? Preventive maintenance?)

If they cannot clearly describe the work, that is a red flag. Commercial clients usually know exactly what they need.

2) Timeline and urgency

Commercial timelines are different from residential. Some jobs are emergencies. Others are scheduled months out. You need to know which one you are dealing with.

• When does this work need to be completed?
• Is this an emergency, or is it scheduled maintenance?
• Are there any events or deadlines we need to work around? (tenant move-in, inspection, grand opening, etc.)
• Can the work be done during business hours, or does it need to be after hours or on weekends?

After-hours work costs more. If they expect night or weekend work without extra pay, that is a red flag.

3) Decision-maker and approval process

Commercial jobs often involve multiple people. The person calling you might not be the person who approves the quote. If you do not clarify this upfront, you will waste time waiting for approvals or chasing down the wrong person.

• Who makes the final decision on this project?
• Are you the decision-maker, or will someone else need to approve the quote?
• How many quotes are you collecting?
• What is your approval timeline? When will you make a decision?

If they are collecting 10 quotes and they have no timeline for a decision, you are probably being used to fill a bid requirement. Move on.

4) Budget and payment terms

Do not be afraid to ask about budget. Professional commercial clients expect this question. If they refuse to discuss it, that is a red flag.

• Do you have a budget range for this project?
• What are your standard payment terms? (Net 30? Net 60? Progress payments?)
• Is there a deposit required, or do you pay after completion?
• Will there be retainage? (Some commercial clients hold back 10% until final approval.)

If they expect you to float the entire job for 60+ days with no deposit, make sure you have the cash flow to handle it. If you do not, walk away or negotiate different terms.

5) Insurance, bonding, and credential requirements

Commercial clients often have strict credential requirements. Ask upfront so you do not waste time quoting a job you cannot legally take.

• What are your insurance requirements? (General liability limits, workers comp, auto insurance?)
• Do you require bonding for this job?
• Do you need to be added as an additional insured on our policy?
• Are there any licensing or certification requirements?

If they require $5 million in liability coverage and you only carry $1 million, you need to know that before you spend time on a quote.

6) Site access and logistics

Commercial properties have different access rules than residential homes. You need to know how to get in, where to park, and what restrictions apply.

• How do we access the property? (Key? Access code? On-site contact?)
• Are there any access restrictions? (Business hours only? Security clearance required?)
• Where can we park and stage equipment?
• Are there tenants or employees on-site, and do we need to work around them?

If they expect you to figure out access on your own or if they have no clear answer, that is a sign of disorganization. Proceed carefully.

7) Scope clarification

Commercial clients sometimes assume you know what they mean, but assumptions cause problems. Clarify scope before you quote.

• Does this include materials, or are you supplying them?
• Do you need permits, and who is responsible for pulling them?
• Are there any existing conditions we should know about? (Asbestos? Lead paint? Structural issues?)
• Will you need disposal or cleanup, and is that included in our scope?

If the scope is unclear and they expect you to "figure it out," you will end up doing free work or fighting over change orders later.

Red flags to watch for

Not every commercial lead is worth pursuing. Here are red flags that tell you to walk away or proceed with extreme caution.

• They refuse to discuss budget. Professional clients have budgets. If they will not talk about it, they are probably shopping for the lowest price.
• They need the job done tomorrow but are just now calling. Poor planning on their part does not equal an emergency on your part.
• They ask you to start before the contract is signed. Never start work without a signed contract and clear payment terms.
• They want you to compete with 10+ other quotes. You are being used to fill a requirement, not seriously considered.
• They have no clear decision-maker or approval process. You will chase approvals forever.
• They expect you to "work something out" on payment terms. That usually means they want you to wait 90+ days or accept partial payment.
• They ask you to cut corners or skip permits. Run. This will come back to hurt you.

If you see more than two of these red flags, walk away. There are better clients out there.

Qualifying questions (before you invest time)

These questions help you decide whether to spend time on a detailed quote or politely decline.

• Have you worked with other contractors on similar jobs? How did that go? (If they trash-talk every past contractor, you will be next.)
• What matters most to you: price, timeline, or quality? (If they only care about price, you probably will not win unless you are the cheapest.)
• Are you looking for a one-time contractor, or are you looking for a long-term relationship? (Long-term relationships are more valuable than one-off jobs.)
• What would make you choose one contractor over another? (Their answer tells you what they value.)

If their answers do not align with how you work, it is okay to say no. Not every lead is a good fit.

What to do after the intake call

After you ask these questions, summarize what you heard and confirm next steps.

Here is a simple script:

"Thanks for walking me through all of that. Just to confirm, you need [SCOPE] completed by [TIMELINE], and you are looking for quotes by [DATE]. I will send you a detailed quote by [YOUR DEADLINE], and it will include [WHAT YOU WILL INCLUDE]. Does that sound right?"

If they agree, send the quote. If they change the scope or add new requirements, update your notes and re-confirm before you quote.

Intake question checklist (copy and use)

Here is a simple checklist you can use on every commercial intake call or email.

• Property type and address
• Work description and reason
• Timeline and urgency
• Decision-maker and approval process
• Budget range
• Payment terms and retainage
• Insurance, bonding, and licensing requirements
• Site access and logistics
• Scope clarification (materials, permits, disposal)
• Red flags (note any concerns)
• Qualifying questions (fit assessment)

Save this checklist in your phone or CRM so you never forget to ask the important questions.

Want help building a commercial intake system?

If you want a system that captures intake questions, tracks leads, and helps you quote faster without missing details, we can help. We build marketing systems that support commercial growth.