Electrical service call intake checklist
Questions to ask, details to capture and how to route electrical calls to the right electrician.
An electrical service call often starts with a vague description: lights flickering, a breaker that keeps tripping, an outlet that stopped working. What the office asks on that first call decides whether the right electrician shows up with the right parts, or whether the visit becomes a look-and-quote that needs a second trip. This intake checklist is for residential and light-commercial electrical contractors.
1. Safety first, every call
Start with questions that decide whether this is an emergency.
- Is there burning smell, smoke, sparking, or a hot outlet, switch or panel? If yes, tell the caller to turn off power at the main if it is safe to do so, and to call 911 if there is fire or smoke.
- Is a line down outside, or did the utility meter or service drop get damaged? Downed or damaged service lines are a utility matter first; tell the caller to stay away and contact the utility.
- Has anyone received a shock?
- Is the power out for the whole building, part of it, or one circuit? A whole-building outage may be a utility outage; ask if neighbors have power.
Record the answers in the job record. If the call is an emergency, follow your after-hours or same-day rule.
2. Describe the problem in useful terms
- Which rooms or circuits are affected?
- When did it start, and did anything change, such as new appliances, a storm, or recent work?
- Does a breaker trip, and does it reset? Is it a GFCI or AFCI device that trips?
- Is the issue constant or intermittent?
- Ask for photos: the panel with the cover on, the panel label, the affected device.
3. Capture the property and equipment
- Age of the building, if known.
- Panel brand and amperage, if the customer can read the label.
- Whether the home has a generator, solar, battery or an EV charger. These affect how the electrician approaches the panel.
- Owner or tenant, and who can approve work. For rentals, get the property manager's contact.
- Access notes: where the panel is, gate codes, pets, and parking.
4. Classify the job type
Sort each call so it is scheduled with the right time and the right person.
- Troubleshooting: cause unknown. Book a diagnostic window long enough to find the fault.
- Repair: known device or circuit, for example replacing a failed outlet or switch.
- Install: fixtures, fans, dedicated circuits, EV chargers.
- Service upgrade or panel replacement: usually needs a site visit, a quote, a permit and utility coordination.
- Inspection-related: work needed to pass an inspection, sale or insurance requirement. Ask for the inspection report.
5. Route to the right electrician
- Match the job to license level and experience. Some work in your area may require a licensed journeyman or master electrician on site; follow your state and local rules.
- Check whether the job needs a lift, a specific tester, or materials that are not on every van.
- Book troubleshooting earlier in the day when possible, so there is time to finish if the fault is found.
- Group jobs by area to cut drive time.
6. Set expectations on the call
- Explain how your company charges for diagnostics, using your own published policy.
- Tell the caller what the electrician will need: access to the panel and the affected areas, and someone who can approve work.
- Confirm the arrival window and send a written confirmation.
- If a permit may be needed, say so early, and explain that the permit and inspection add time.
7. Permits and inspections
- Know which work requires a permit in each jurisdiction you serve. Rules vary by city and county.
- Record the permit number, inspection type and the inspection date in the job.
- Schedule any return visit needed after the inspection.
- Tell the customer when the inspection is and whether they need to be home.
8. Quotes that need follow-up
Many electrical calls end with a quote rather than finished work, for example a panel upgrade or added circuits.
- Send the quote the same day while the visit is fresh.
- Set a follow-up date, and decide how many follow-ups you send before closing it out.
- Note what the customer is waiting on: financing, a second quote, the utility or a remodel timeline.
- When the customer says no, mark the quote lost with a reason, and stop follow-ups.
9. Close every job the same way
- Status updated, notes and photos added, materials recorded.
- Invoice sent or payment collected.
- Any return visit or quote created with a date.
- Thank-you and review request when the work is complete.
Where software fits
Intake works best when the answers, photos and job history are in one record the electrician can read on the way. Monaxion is electrician CRM, scheduling and dispatch software that keeps calls, texts and job details together, tracks quotes with follow-up dates, and prepares customer messages for your team to approve. Book a demo to set up your intake questions in it.
Published 2026-10-31 · General guidance only; follow the codes, labels and rules that apply where you work.
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