What good looks like
A searchable lead with accurate contact details, source attribution, priority, owner, and a dated next action.
Have these details ready
- The caller's name and best phone number or email
- The requested service and service location
- A lead source and the employee who owns follow-up
Run the workflow
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Check for an existing record
Search Leads and Customers by phone, email, and street address. Continue an existing relationship when there is a match so history does not split across duplicates.
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Create the lead
Select New Lead and enter the contact, service address, and a short plain-language description of the requested work.
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Record urgency and source
Choose the source that produced the inquiry. Set priority using safety, loss of service, active damage, and the customer's stated deadline.
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Assign ownership
Assign the employee responsible for the next contact and set a due date that reflects the promise made to the customer.
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Save and confirm
Reopen the saved lead and check its owner, status, contact method, due date, and next action before ending the call.
Check your work
Do not call the workflow complete until these statements are true.
- The lead appears in the active lead list
- Contact, source, priority, and owner are populated
- The next follow-up has a named owner and due date
If something does not look right
The customer already exists
Do not create a second customer. Link or convert the lead using the existing customer record.
The correct source is missing
Use the closest approved source, then ask an administrator to add the missing controlled value before the next reporting review.