Lead follow-up checklist

Capture

• Every channel feeds one list. Website form, email, phone, social messages and lead ads.
• Each lead records its source. So you know which channel actually brings customers.
• Nobody has to copy and paste. Forms and lead ads send entries straight to the list.

First reply

• A written reply-time target. For business hours. One hour is a sensible start.
• One named owner each day. "Everyone" means nobody.
• An after-hours holding reply. Confirms it arrived, answers the common question, gives the next step.
• An alert when a lead waits too long. A text or notification to the owner of the day.
• The first reply answers the question. And ends with one easy next step: times to talk or a booking link.

Follow-up

• A planned sequence for no reply. Several short, useful messages spread over a week or two.
• Each message stands on its own. Something useful, not "just checking in".
• A clear end. A final, polite message that closes the loop.
• Lost leads are marked with a reason. Price, timing, went elsewhere, no reply.

Consent (Canada)

• You know which consent you have. Express, or implied from an enquiry or a purchase.
• Every commercial message identifies you. Business name and contact details.
• Every message has a working unsubscribe. Unsubscribes take effect within 10 business days at most.

Review

• Weekly check of reply time and no-replies. Five minutes, same day each week.
• Monthly check of leads to customers. By source, so you know where to spend.

From Paul Rammeloo, paulrammeloo.com. Free to print and share.