A practical guide for home service teams
How to follow up on contractor leads
Once an inquiry matches your service area and job type, give it a clear owner and next step. This workflow helps the person answering the phone, the estimator, and the customer know what happens next.
1. Assign the inquiry before reaching out
Record who will contact the customer, the project type, the ZIP code, the customer’s preferred contact method, and any timing details they shared. Give urgent requests to the person who handles dispatch. Set a callback window your team can realistically meet.
2. Make the first call about the job
Start by confirming the work and the location. Then ask what the customer wants to happen next. For example:
Hi, this is Maya with Example Plumbing. I’m following up on your request about the water heater in Riverside. Is now a good time? Can you tell me what you’re seeing and when it started?
If the work is in scope, offer two times your team can honor. If the customer is still deciding, agree on a specific follow-up date. Use the contact channels the customer authorized.
3. Confirm the estimate and the handoff
- Confirm the date, arrival window, and service address.
- Tell the customer who will arrive and whether anyone needs to be there.
- Note access instructions, relevant photos, and the scope they described.
- Give the customer a way to reschedule.
4. Track why inquiries stall
Use one status for each inquiry: awaiting first contact, reached, estimate booked, closed out, or follow-up scheduled. Add a reason when you close it out, such as wrong service area, job outside scope, unable to reach, or customer chose another provider. Review a small sample with your team to see whether the issue starts at intake or after handoff.
Use the lead qualification checklist and intake worksheet before the first call, or use the lead cost calculator once you know how many inquiries become paying jobs.