Copy the questions and rules, then fill in the brackets.
Purpose
Every lead has an owner, a deadline and a next action within [5] minutes of arriving, whichever channel it came from: website, phone, ads, referral, canvasser or past customer.
The eight intake questions
1. Who is the customer? Name, phone and email.
2. Where is the job? Full address and postal code.
3. What work do they want? [Roofing, siding, eavestrough, windows, repair, other].
4. Roughly how big is it? Their own words, plus photos if they have them.
5. Is it insurance or cash?
6. When do they want it done?
7. How did they find us?
8. Do they already have other estimates?
Routing rules (first match wins)
Emergency (active leak, storm damage, safety risk): goes to [on-call name or role] at once, by phone and text.
Existing customer: goes to the rep who sold their last job, or [name] if that rep has left.
Commercial: goes to [commercial estimator].
High value (expected job above [your threshold]): goes to [senior estimator] and is called first.
Small repair (expected job under [your threshold]): goes to the repair queue, owned by [name].
Roofing: goes to the estimator for the postal code. [Postal codes or areas] → [estimator name], one line per area.
Everything else: goes to [default owner], who routes it within [30] minutes.
The response clock
The clock starts when the lead is assigned.
The owner calls within [your response time, for example 15 minutes] during business hours. Leads that arrive after hours are called by [time] the next business day.
If a call is missed, the customer gets a text straight away: who we are, that we got their request, and when we will call back.
Every attempt is logged on the lead: time, channel and result.
Escalation
No logged contact attempt within the response time: the lead goes to [sales manager], who calls or reassigns it within [30] minutes.
No contact after [3] attempts over [3] business days: the lead is marked unreached and goes to [name] for a final email.
Every Monday, [sales manager] reviews contact, booking, estimate and close rates by rep and by source.