1. First Impressions Matter
Your office has already prepared the insured and explained key protocols, so this in-person conversation should feel familiar to them. Take a quick five minutes to:
Introduce yourself as the Road Lead
Let them know that all questions and instructions should flow through you
Remind your team to direct the insured to you if they are approached
Centralizing communication helps avoid confusion and provides a consistent experience.
While your team begins unloading vehicles or preparing outside, briefly explain what will happen during today’s appointment so expectations are aligned.
2. Introduce Your Team
It’s best practice to introduce each team member so the insured knows exactly who will be entering their home. When possible, have the office email the homeowner in advance with team names and photos—at minimum the Road Lead and Assistant.
Ensure your ID is visible when speaking with the insured.
After introductions, your team can begin setup while you complete the remainder of your conversation.
3. Review Key Expectations and Documentation
Before work begins, confirm important items with the insured:
Firearms, jewelry, cash, and other high-value items have been removed by the homeowner
Any company-specific requirements or disclaimers have been reviewed
Any on-site documentation has been collected (if not already handled by the office)
Use your company’s checklist to confirm that all required topics have been covered.
4. End-of-Pack-Out Questions to Ask the Insured
Before leaving the site at the end of the pack-out, you should always ask:
Are there any items you are concerned about or want photographed again?
Are there any areas we have not reviewed or accessed yet?
Do you have any questions about what was taken, what stays, or what happens next?
Did we miss anything you expected us to handle today?
Would you like a walkthrough of next steps (cleaning, valuation, storage, or delivery timeline)?
These questions ensure transparency, reduce callbacks, and reinforce professionalism.