One owner per lead
A lead with two owners has none. Assign each enquiry to one person on the day it arrives. If someone else helps, add them as a collaborator, but keep one owner accountable.
Every lead has a next date
A lead without a next date is a lead you have forgotten. After each interaction, set the date of the next one, even if it is simply a call in a week.
Check for duplicates on entry
The same customer often arrives by call, walk-in and a dealer. Checking the phone number on entry avoids two people pitching the same house with different prices.
Log every call with an outcome
Use a short list of outcomes so the log is useful later.
- Connected
- Not answered
- Busy
- Wrong number
- Call back later
Record the next follow-up date in the same step, so the outcome and the next action are never separated.
Use a small number of statuses
A long status list is hard to maintain. Pick statuses that mark real changes, such as new, contacted, survey scheduled, quoted, negotiating, won and lost, and give each a clear meaning.
Record why you lost
A lost lead with a reason teaches something. After a month you will see whether you lose on price, timing or service area.
Review stale leads weekly
Every week, list the leads with no activity for seven days or whose next date has passed. Assign each one a decision, which is to call, reassign or close.
Keep this
- One owner and one next date for every lead.
- Duplicate check on entry, outcome on every call.
- Weekly sweep of stale leads.