Community calls are warm. Open like they are.
These homeowners raised their hand through an organization they already trust: their church, their kids' scouts council, a local nonprofit, a school. That connection is your opening. This is not the cold recycle list. Lead with the relationship and the hang-up reflex never fires.
What the Communities program is
Trinity partners with local organizations, and the organization earns a donation when one of their people goes solar with us. The homeowner gets a good system and supports something they care about at the same time. So when you call, you are not a stranger with a list. You are following up on a connection they made on purpose.
The partner org for each lead is on the card (the "stewardship account"): Masconn, Sterling House, Operation Hope, Wilton Go Green, a scouts council, and others. Say the org by name. It is the warmest word in the call.
Never called. Your first job is quality control: confirm it's a real, interested homeowner who owns the home, and get the record right in Salesforce. The sale surfaces on its own if they're receptive.
Being worked. A rep already engaged this homeowner. Read the prior notes first, pick up where they left off, and keep the call status and follow-up date current.
Send it back. Already our customer, another rep's active lead, a duplicate, a wrong number, a hard no, or out of territory. Flag it so the program list stays clean. Do not keep calling it.
New to the phones? Start with the phone fundamentals: the voice, energy, and booking the sit instead of closing on the call. They apply to every call you make.
The opening
Two things are doing the work there. You named the organization they trust, and you framed the call as making sure they were handled, not selling them. Most people relax and tell you the truth: nobody showed, the timing was off, or they're still curious.
"I don't remember signing up"
Common, and not a problem. Use Feel, Felt, Found.
Keep it light. You are offering a look, not a pitch. If they're not interested, thank them and log it.
Why solar, kept honest
Lead with what solar can do, and set the bar low so the home over-delivers. Roughly one in three homes is a strong fit, so frame the call as finding out whether theirs is one of them. Even a homeowner who covers a portion of their usage comes out ahead, and that's a fine place to start the conversation.
If you reach for urgency, make it specific to their own bill, not a vague line about rates. The cost of waiting is the months they keep paying the utility full price while they think about it. Put a real number on it when you can.
Never promise to wipe out the bill, and never lead with a percentage. Show what's realistic, then let the appointment prove it.
Pipeline calls: pick up where it left off
Some Community leads are already being worked by a rep. These are not first calls, and treating them like one undoes the trust the last conversation built. The Pipeline lane needs a different open than a fresh QC call.
- Read the notes first. Know what was discussed, what they cared about, and what the next step was before you dial.
- Continue, do not restart. "Hi [first name], it's [your name] with Trinity, following up on where we left off about [their reason]." Reference the specific thing. It tells them you remember them.
- Move it one step forward. Confirm the appointment, answer the open question, or set the next follow-up. Keep the call status and follow-up date current so the thread never goes cold.
If the lead turns out to belong to another active rep, do not keep calling it. Flag it to Feedback so the program list stays clean.
What to log, every time
- Pick a call status. Working, reached, callback, appointment requested, not interested, bad number, do not call, resolved. A note alone won't save, the status is what moves the lead.
- Write what was said. Their mood, what they pushed back on, what they cared about. The next person reads it.
- Set a follow-up date when there's a reason to call again (a callback, a "try me in the spring").
- Flag the bad ones to Feedback the moment you learn they're already a customer, someone else's lead, a wrong number, or a hard no.
Keep the Salesforce Lead record current too. The "Open in Salesforce" link on each card has the phone and the full history.