What to put in place
1
Lead intake
Every call, form, and text needs one place to land and one clear next step.
- Capture name, contact info, service need, location, and urgency
- Tag the lead source
- Assign a follow-up owner or automation path
2
Follow-up rhythm
A good follow-up system is persistent without sounding desperate.
- Use short SMS and email touches
- Stop when the lead books or clearly opts out
- Review lost leads weekly for patterns
3
Invoice and payment reminders
Completed work needs a professional payment path, not awkward memory-based chasing.
- Track open invoices by age
- Use 7/14/21-day reminder checkpoints
- Keep the tone clean, direct, and relationship-safe
4
Weekly scorecards
The owner should see the office leak without living inside the CRM.
- New leads, booked jobs, lost leads, open invoices, and review requests
- One plain-English note on what needs attention
- No dashboard clutter for vanity metrics