Contacted Lead Process
Our lead follow-up process is designed to maximize your chances of successfully contacting a customer. Once contact is made, you, the salesperson, are responsible for determining any further follow-ups. Make sure to follow through on commitments; if you told a customer you'd call on Friday, don't call them on Tuesday instead. It’s crucial to manage this follow-up schedule carefully.
Begin by updating the customer's status to *Contacted. Click here to learn how to change a customer’s status.
This update clears any scheduled follow-ups and triggers a new series of tasks for you and your manager. You'll be reminded to check the lead on Days 2, 4, and 6, while your manager will check in on Days 3 and 5. If there's no progress by Day 14, the lead will automatically be marked as lost.
Checking the Lead
Start by updating the status of the lead as soon as you hear the customer’s voice or receive a response via email or text. This ensures that any further tasks or appointments you set are based on the latest interaction.
Make all communication notes easily accessible. Use the general note feature to highlight important topics from your pre-appointment interview, ensuring these details remain prominent at the top of the customer’s profile. Also, clearly mark any future follow-ups, so you can easily review and verify your entries later if needed.
Once you are confident that the information on the lead is clear and comprehensive for anyone to understand, set the appropriate follow-up tasks or appointments for the customer.
Following Up
Adhering to your follow-up commitments is crucial. It strengthens your relationship with the customer and demonstrates your reliability.
If you're unsure whether you’ve set a task, review the future tasks listed in the customer's profile and check the log to confirm everything is correct.
Why is it marked lost after 14 days?
The most challenging aspect of lead management is establishing contact. When you do connect with a customer who's considering a purchase, they're at a critical decision-making stage, typically deciding within 10 days.
The focus of managing internet leads is effective engagement, not just making calls. We aim to avoid pointless, prolonged attempts to reach customers. Therefore, the process will time out at 14 days, this should be plenty of time to figure out the route of follow up with your customer.
If a customer indicates a purchase might happen in a few months, set up a monthly check-in task until then. This ensures you maintain contact and are kept top of mind for the eventual sale.
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Checking your Tasks