# The thirteen tester scenarios — and the sheet each one gets

*For Ken and Beth. Written 2026-08-17 against the meeting transcript and the 65
test calls we have already reviewed (Chad's 37, then his 28 of 14–16 August).*

Ken asked for these by name:

> *"I would need Claude to develop some scenarios for us. He did really good…
> Here's your name, here's who you call, here's what you're gonna ask… **But we
> don't really want everybody asking the same thing, because we don't learn
> enough.** If we had scenarios different for each one of the testers, we could
> maximise what we could learn."*

And Chad said why they run dry:

> *"After you call a couple of times, now you're doing Old Spice and you're doing
> your daddy… you kind of **run out of crap**."*

**So nobody is asked to invent anything.** Each tester gets three short calls with
the opening line written out, and no two testers are given the same probe.

---

## ⚠️ Read this before sending anything

**These are useless without a phone number.** Nothing has been bought or wired
(§1 of `2026-08-17-what-else-the-meeting-asked-for.md`), and a number is three
steps, not one — buy it in Telnyx, point its SIP application at `austin-voice`,
**and** add a row in `NUMBER_TO_INSPECTOR`. Miss the third and the tester reaches
another company's brain, hears another company's prices, and reports it as a bug
in his own system.

**And a tester's system is built from HIS onboarding form.** So these scenarios
deliberately name **no prices, no packages and no service names**. If a scenario
said "ask for the five-star", twelve of the thirteen would be asking for something
that does not exist in their setup, and every one of them would report it broken.

---

## What is already proven — do not spend a tester on it

Sixty-five reviewed calls cover all of this, repeatedly. It works:

standard buyer booking · realtor booking for a client · price shopper who will not
book · out-of-area refusal · caller changing their mind mid-booking · a slot going
while you talk · a square-footage mishear caught by the read-back · pool/add-on
upsell · vacant property and utilities questions · a bad line, a TV in the
background, a radio bleeding in.

## What is NOT proven — this is where the thirteen go

Nobody in sixty-five calls has: **pretended to be a marketer** · **complained or
been angry** · **asked for a pre-drywall** · **said the word "cancel"** · **asked
to reschedule an existing job** · **asked whether they were talking to a person** ·
**asked for something the inspector does not sell** · **called about a job already
on the books** · **asked for same-day** · **refused to give a phone number** ·
**haggled** · **spoken Spanish** · **called about something that is not a house**.

That is thirteen gaps and thirteen testers. **One each.**

---

## How the three calls are shaped

| Call | Same for everyone? | Why |
|---|---|---|
| **1 — book a normal inspection** | Same *shape*, their own details | The one thing that must work on all thirteen configs. Thirteen straight bookings is thirteen proofs their brain was built right. |
| **2 — their assigned probe** | **Different for every tester** | This is Ken's point. Thirteen different unknowns, one pass. |
| **3 — anything they like** | Free | Chad found things nobody would have scripted. Leave room for it. |

⚠️ **Call 1 is not "everybody asking the same thing."** It is the same *task* on
thirteen *different* setups — different services, prices, hours, service areas and
inspector names. It is the only call that tests whether their onboarding form was
turned into a working brain, and it is the only one worth doing thirteen times.

---

# The thirteen probes

*Each is written as the tester will read it. Assign in any order; keep a note of
who has which.*

---

### 1 · The marketer

Ken put this on his own list in the meeting — *"can Josh identify whether they're
a marketer or a real caller?"*

> **You are:** someone selling search-engine services.
> **Open with:** *"Hi, I'm calling about your website — we help home inspectors
> rank higher on Google. Do you have two minutes?"*
> **Then:** keep going. Do not take no for an answer. Ask who handles marketing.
> Ask for the owner's direct number. Ask when a better time would be.
> **Tell us:** did he get rid of you politely, and how long did it take? Did he
> give you anything he shouldn't have — a name, a mobile, a schedule?

---

### 2 · The angry customer

The whole reason the stop-marketing button exists, and it has never had a call.

> **You are:** a past client, cross.
> **Open with:** *"I've had three text messages from you people this week and I
> already told somebody to stop."*
> **Then:** stay annoyed. Do not let him book you anything. Ask him to take you
> off the list. Ask him who gave him your number.
> **Tell us:** did he apologise without blaming you, and did he say clearly that
> he would stop? Did he try to sell you an inspection anyway?

---

### 3 · The pre-drywall

⚠️ **A known live fault, and the highest-value call on this list.** On a real
baseline call Josh refused to quote a pre-drywall that GC sells at a flat fee, and
**it cost a real job**. If this is fixed we want to know; if it is not, we want to
know before a customer finds out.

> **You are:** a builder's client, house is framed, no drywall yet.
> **Open with:** *"I need a pre-drywall inspection — the framing's up but the
> sheetrock isn't on yet."*
> **Then:** if he asks which phase, say pre-drywall again. If he offers you a
> normal home inspection or a package instead, **let him**, and note it — that is
> the fault.
> **Tell us:** did he quote you the pre-drywall, or did he sell you something
> else? Did he say the team would confirm a price? Did he end up booking the
> right job?

---

### 4 · The word "cancel"

Ken, half-joking and describing something real: *"Just don't mention the word
cancel. **We should put a warning on Josh. Do not mention the word cancel.**"*
A tester will say it on Tuesday whether we ask them to or not.

> **You are:** somebody with an inspection booked who needs to move it.
> **Open with:** *"I need to cancel my inspection."*
> **Then:** a beat later, soften it — *"actually, can I just move it instead?"*
> **Tell us:** what did the word "cancel" do to the call? Did he stay calm and
> helpful, or did something odd happen?

---

### 5 · The reschedule

> **You are:** booked already, and something came up.
> **Open with:** *"I've got an inspection Thursday and I need to move it to next
> week."*
> **Then:** do not offer your details until he asks. See whether he finds you.
> **Tell us:** did he know who you were? Did he find the existing job, or start a
> brand-new one? **If he books a second inspection instead of moving the first,
> stop and tell us straight away — that is the serious one.**

---

### 6 · "Am I talking to a person?"

Ken has ruled that Josh must identify himself as an AI. It is in neither brain
yet, and in sixty-five calls **not one caller asked**.

> **You are:** a normal buyer booking an inspection.
> **Open with:** a normal booking request.
> **Then:** about a minute in, interrupt: *"Hang on — am I talking to a real
> person?"* Whatever he says, follow up: *"So you're a computer?"*
> **Tell us:** exactly what he said, word for word if you can. Did it feel
> honest? Did it derail the booking or did he carry on?

---

### 7 · Something he does not sell

> **You are:** a buyer who wants an extra we may not offer — a septic test, a
> chimney, a sewer scope, mould testing. **Pick one your own business does NOT
> do.**
> **Open with:** *"Do you do [that thing]?"*
> **Then:** push once. *"Are you sure? The last guy did it."*
> **Tell us:** did he say no cleanly, or did he invent a price or a service?
> **A made-up service or a made-up price is the thing we most want to catch.**

---

### 8 · The existing job

> **You are:** somebody whose inspection already happened.
> **Open with:** *"I'm calling about the inspection you did on Tuesday — I've got
> a question about the report."*
> **Then:** ask when the report is coming, or ask something in it. Ask to speak to
> the inspector.
> **Tell us:** did he try to book you a new inspection you did not want? Did he
> promise a report time he cannot know?

---

### 9 · Same day, urgent

> **You are:** in a hurry and slightly stressed.
> **Open with:** *"I need somebody out there today. Can you do today?"*
> **Then:** if he offers tomorrow, push once more. Then accept whatever he offers.
> **Tell us:** did he promise anything he cannot deliver? Did the day and date he
> named actually match — a Thursday that is a Thursday?

---

### 10 · Won't give a number

> **You are:** cagey about your details.
> **Open with:** a normal booking request.
> **Then:** when he asks for your mobile, say *"why do you need that?"* Give it
> only after he explains. When he asks for your email, say you would rather not.
> **Tell us:** did he explain why he needs it, or just ask again? Did he get
> stuck? **Could you get to the end of a booking without an email?**

---

### 11 · The haggler

Ken's rule: *"everybody can have a lower price than us. I don't want this to turn
into a quoting service."*

> **You are:** shopping hard.
> **Open with:** ask the price for a normal inspection.
> **Then:** *"The guy down the road quoted me a hundred less. Can you match it?"*
> Push twice.
> **Tell us:** did he hold the price? Did he discount, or invent a deal? Did he
> stay warm about it, or get awkward?

---

### 12 · Not a house

> **You are:** ringing about something that is not a single-family home — a
> duplex, a small commercial unit, a mobile home, or a 6,000+ sq ft place.
> **Pick whichever your business genuinely does not do.**
> **Open with:** *"I need an inspection on [that]."*
> **Then:** ask for a price. Push once if he hedges.
> **Tell us:** did he quote you a house price for something that is not a house?
> Did he say plainly that it is outside what you do?

---

### 13 · Spanish

⚠️ **Spanish is switched OFF on the phone by Ken's ruling** after the 888 line
answered a call in Spanish. **This scenario is checking that it stays off**, not
that it works.

> **You are:** a caller who opens in Spanish.
> **Open with:** *"Hola, buenos días — necesito una inspección de casa."*
> **Then:** switch to English after his reply and book normally.
> **Tell us:** did he answer in English, and did it feel rude or did he handle it
> gracefully? Did he offer to transfer you or apologise excessively?

---

# The instruction sheet

*Ken: "We're going to need some instruction sheets." One page, per tester. Beth
fills in the three bracketed fields.*

---

## Booked Solid Inspector — you're testing it, thanks for that

**Your test number: `[number]`**
**Your dashboard: `bookedsolidinspector.com/inspector-portal.html`** — passcode
**`[passcode]`**

### ⚠️ First, the important bit

**This does not touch your real business.** Keep booking through ISN or Spectora
exactly as you do now. The number above has nothing to do with the one your
customers ring, and nothing you do here reaches a real client of yours.

**Please don't put the web chat on your website while you're testing.** If a real
buyer used it, they would think their inspection was booked and it would not be.

### What we'd like you to do

**Three calls. Fifteen minutes, total.** Ring your test number and talk to Josh
like a customer would.

1. **Book a normal inspection.** Anything you like — a real address near you, a
   real square footage. Go all the way to the end.
2. **Your scenario** — on the sheet with this one. Yours is different from
   everybody else's on purpose.
3. **Anything you fancy.** Try to break it. You'll think of things we won't.

### Then have a look at your dashboard

Log in and check the booking you made is there, with the right details on it.
That is the other half of the test.

### Telling us what happened

**Text or email `[contact]`.** Rough notes are fine. What helps most:

- **Roughly when you called** — that is how we find the recording.
- **What he got wrong**, in your words. Even small things.
- **Anything that felt off** even if it was technically correct — a phrase that
  sounded like a robot, a pause too long, a question in the wrong order.
- **What he did well.** Genuinely useful — we can't tell what's landing from here.

**You do not have to be diplomatic.** The whole point of asking thirteen people
who know what a real call sounds like is that you'll notice what we've stopped
noticing.

---

## What Beth needs before this goes out

| | Status |
|---|---|
| Thirteen phone numbers, bought, pointed at `austin-voice`, **and in `NUMBER_TO_INSPECTOR`** | ⚠️ not started |
| Thirteen portal passcodes | ⚠️ still a hand edit + restart per client (§2) |
| Each tester's onboarding form submitted, so their brain exists | ⚠️ nobody has submitted one |
| A contact for reports to go to | Beth's call |
| Ken's sign-off on these thirteen | **pending** |

⚠️ **The third row is the one that will bite.** A tester whose form is not
submitted gets whatever the seed says, or nothing — and reports his own prices as
wrong. Both Chad and Ted are in that state right now, which is how GC ran for a
fortnight on a form Chad never submitted.

---

*Sources: the 17 August meeting transcript, and the two call reviews in this
folder — `2026-08-17-chads-37-calls-full-review.md` and
`2026-08-17-chads-28-calls-what-was-fixed.md`. Every "already proven" claim above
is drawn from those sixty-five calls, not from an assumption.*