To ensure timely and effective responses to message leads, capture essential lead information, and maximize the chances of closing the lead.
Please make a copy of our Google Sheet template to use for your own company.
1. Immediate Response to Inquiries
Goal: Respond to inquiries within 5 minutes of receiving the message.
1. Notification Setup:
- Ensure notifications for message leads from Google Local Service Ads, Yelp Ads, and other platforms are enabled and monitored during business hours.
- Assign a dedicated team member or a rotating shift to monitor and respond to leads.
2. Initial Response:
- Template for Google Local Service Ads/Yelp Ads:
```
Hi [Lead Name], thanks for reaching out to [Your Company Name]! We received your request for a quote on [specific service]. Could you please provide a bit more detail on your needs? We’re here to help and can get you scheduled quickly.
```
- Always greet the lead by name and acknowledge the service they inquired about.
- Ask a qualifying question to gather more details if not already provided (e.g., "Can you provide more information about the job size or specific requirements?").
3. Set Expectations:
- Example: "We typically respond within 5 minutes during business hours and aim to provide a detailed quote within 1 hour."
- If more information is needed, let the lead know that you’ll provide a more accurate quote shortly after receiving it.
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2. Capturing Lead Information
Goal: Gather all necessary lead information for further follow-up and quote preparation.
1. Essential Information to Capture:
- Lead's Full Name
- Contact Information (Phone Number, Email)
- Detailed Service Request & Location (if needed)
- Preferred Time for Service
- Any specific questions or concerns
2. Inputting Information into CRM/Scheduler:
- Enter the lead information into your Scheduler/CRM system immediately after the initial response.
- Use tags or labels to categorize the lead (e.g., Google LSA, Yelp Ad) for tracking and reporting purposes.
3. Automated Follow-Up:
- Set up an automated follow-up email or text within 30 minutes if the lead hasn’t responded to your initial inquiry.
- Example: "Just checking in to see if you had any other questions or details to add before we finalize your quote. We’re here to help!"
- Reach out to lead via phone and email if possible.
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3. Quote Preparation and Delivery
Goal: Deliver an accurate, professional quote ASAP of receiving all necessary information.
1. Quote Template:
- Use a standardized quote template that includes:
- Breakdown of services
- Estimated costs
- Timeframe for completion
- Payment terms
- Any guarantees or warranties
- Unique selling points of your company
2. Personalization:
- Address the lead by name and reference specific details they provided.
- Example: "Based on the information you provided about [specific details], here is your quote…"
3. Delivery:
- Send the quote via the same platform the lead contacted you on, or via email if they provided it.
- Include a call to action (CTA) encouraging the lead to book the service.
- Example: "We can reserve your spot this week. Just reply to confirm, or give us a call at [phone number]."
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4. Follow-Up and Closing the Lead
Goal: Secure the service booking and turn the lead into a customer.
1. Immediate Follow-Up:
- After sending the quote, follow up within 24 hours if the lead hasn’t responded.
- Example: "Hi [Lead Name], I wanted to make sure you received our quote. Do you have any questions or need any additional information?"
2. Handling Objections:
- Be prepared to address common objections (price, timing, etc.) with clear, concise responses.
- Offer alternatives if necessary, such as payment plans or discounts for booking within a certain timeframe.
3. Booking the Service:
- Once the lead confirms, proceed with scheduling the service.
- Send a confirmation message with all details: date, time, service, and payment terms.
- Example: "Thank you for choosing [Your Company Name]! We’ve scheduled your service for [date and time]. You’ll receive a reminder the day before. If you have any changes or questions, feel free to contact us."
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5. Continuous Improvement
Goal: Regularly review and improve the lead response process.
1. Review Metrics:
- Track response times, lead conversion rates, and feedback from closed leads. This will have to be in a Google Sheet or Excel Spreadsheet outside of the WP Lead Center.
- Hold monthly reviews with the team to discuss any challenges and improvements.
2. Training:
- Provide ongoing training for the team to ensure they are comfortable and efficient with the response process.
- Role-play common scenarios to improve objection handling and closing techniques.
3. Automation:
- Implement automation tools for follow-ups, CRM updates, and quote generation where possible to streamline the process and reduce manual work.