Assign an owner to every new inquiry
Choose where calls, web inquiries, and referrals are recorded and who checks each source. Set a backup owner for busy periods, days off, and after-hours messages. A lead without an owner is easy to overlook even when the original message was captured correctly.
Define response expectations that fit your actual staffing and service area. Track the time received, time assigned, and whether contact was attempted so you can see where delays happen.
Capture only what the next step needs
Record the caller's name, callback details, property location, requested roofing work, and preferred time or channel for follow-up. Confirm important details aloud and note the caller's own description of the issue.
Use your approved rules to identify requests that need prompt review. Do not diagnose a roof condition or promise a price or visit time before the authorized person confirms it. See the lead capture workflow for a focused intake sequence.
Make the next step and timing visible
After intake, record the action: return the call, review photos, confirm service coverage, request an estimate visit, or route a question to the contractor. Add a responsible person and a due time that your team can realistically meet.
Keep appointment requests separate from confirmed appointments. If the customer is not reached, record the attempt and use the contact method and cadence your business has approved.
Review the handoff and improve one gap at a time
Review a small sample of leads weekly. Check how many have an owner, a documented attempt, a clear outcome, and a next action. Look for repeated problems such as incomplete addresses, duplicate records, or estimates that were never followed up.
Change the script or assignment rule when evidence shows a recurring gap. For missed-call recovery, read the missed-call response guide; for later estimate coordination, use the scheduling and follow-up checklist.
