SOP-01: Lead Intake & Inquiry Handling System

Clozo Academy Proprietary Curriculum — Standard Operating Procedure

This SOP governs how every incoming lead — phone call, text message, email, website form, social media DM, or referral — is captured, categorized, and converted into a scheduled estimate or service call. Consistency at intake determines your close rate, average ticket, and customer lifetime value.

Applies to: Owner-operator, office manager, virtual assistant, answering service, or any team member who touches an inbound inquiry.

• CRM or job management software (Jobber, Housecall Pro, ServiceTitan, or monday.com)

• Branded phone line with professional voicemail greeting

• Intake form (digital via tablet or phone, or printed clipboard)

• Calendar with real-time availability

• Pre-written text/email templates for immediate follow-up

• Lead tracker spreadsheet or dashboard

Phase 1: First Contact (0-15 Minutes)

• Business hours target: Answer by ring 3. If missed, call back within 5 minutes.

• After-hours target: Text or email auto-response within 2 minutes; human follow-up within 2 hours.

• Weekend policy: Rotate on-call intake responsibility; never let leads go unanswered Saturday or Sunday.

Use this exact script:

Why this works: It establishes local expertise, names the specialty, and invites the customer to tell their story.

Let the customer fully explain their situation. Take notes on:

• What broke or needs fixing

• When it started or was discovered

• Any prior attempts to fix it

• Urgency level ("my basement is flooding" vs. "the door squeaks")

• Emotional state (panic, frustration, embarrassment, proactive maintenance)

This phrase gets permission to control the conversation and sets up the expectation of pricing accuracy.

Phase 2: The Intake Questionnaire (5-7 Minutes)

Do not wait. Enter data while on the call or immediately after. Incomplete records are worse than no records.

Required CRM fields:

• Lead source

• Date/time of inquiry

• Customer name, phone, email, address

• Service category (primary + secondary)

• Urgency level (1-4 scale)

• Property type (single-family, condo, rental, commercial)

• Decision-maker status

• Notes on emotional state and specific language used

• Next action and due date

Phase 3: Qualification & Routing Decision Tree

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IS THE ADDRESS IN OUR SERVICE AREA?

├── NO → Refer to trusted partner. Log referral. End.

└── YES → Continue

IS THIS AN EMERGENCY (ACTIVE DAMAGE/SAFETY RISK)?

├── YES → Emergency protocol

│ ├── Can we respond within 2 hours?

│ │ ├── YES → Quote emergency rate, schedule immediately, collect deposit

│ │ └── NO → Refer to backup emergency partner. Log referral.

└── NO → Standard workflow

IS THE CUSTOMER DECISION-MAKER PRESENT?

├── YES → Schedule estimate/appointment

└── NO → Schedule when decision-maker available

└── "I'd like to make sure both of you are there when I come out so I can answer all questions and give you a firm price."

`

Phase 4: Scheduling & Confirmation

Never ask "When are you available?" This gives control to the customer and creates scheduling chaos. Offer two options that fit your optimized route.

• Service address

• Primary contact number

• Type of work

• Estimated duration

• Whether decision-maker will be present

• Any preparation needed (clear access, pets secured, water shut-off accessible)

Within 5 minutes of scheduling, send:

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Phase 5: Pre-Appointment Preparation (Day Before)

Send automated text/email reminder 24 hours before appointment:

• Review intake notes and customer story

• Prepare likely materials and tools (based on description)

• Check route and previous job timing

• Confirm deposit collected if emergency

• Print or load digital estimate template

Scenario A: "How much do you charge?" (First-Call Price Shopping)

Scenario B: "I need this fixed TODAY" (Emergency Request)

Scenario C: "I'm just getting quotes" (Comparison Shopper)

Scenario D: "Can you just tell me over the phone?" (Remote Diagnosis Request)

Scenario E: "I found someone cheaper" (Price Objection at Intake)

Lead Source Priority Routing

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INQUIRY RECEIVED

├── Phone call → Answer live or return within 5 min → Full intake script

├── Text message → Respond within 10 min → Text intake sequence

├── Website form → Auto-reply + human follow-up within 15 min

├── Social media DM → Respond within 30 min → Transition to phone

├── Referral (warm) → Respond within 30 min → Mention referrer by name

├── Angi/Thumbtack/HomeAdvisor → Respond within 5 min (platform penalizes delays)

└── Email → Auto-reply + human response within 1 hour

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Urgency Classification Tree

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CUSTOMER DESCRIBES ISSUE

├── Active water leak / flooding

│ ├── Customer can shut off water → Schedule same-day, standard rate

│ └── Customer cannot locate shut-off → Emergency dispatch, premium rate

├── Electrical hazard (spark, burning smell, outlet smoking)

│ └── ALWAYS emergency → Advise calling electrician if outside scope; if in scope, emergency dispatch

├── HVAC failure

│ ├── Extreme weather (<40°F or >90°F) with vulnerable occupants

│ │ └── Emergency dispatch

│ └── Moderate weather → Next business day priority

├── Security issue (broken lock, window, door)

│ ├── Cannot secure property → Emergency boarding/repair

│ └── Temporary secure possible → Next business day

├── Appliance failure

│ └── Next business day (unless medical/life-safety dependency)

└── Cosmetic / non-urgent maintenance

└── Standard scheduling (within 5-7 business days)

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• New intake personnel shadow owner for 10 live calls before handling leads independently

• Record and review 5 calls per month for quality coaching

• Quiz on decision trees quarterly

• Role-play emergency, price-shopping, and comparison-shopper scenarios monthly

Clozo Academy Proprietary Curriculum — Premium Edition