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Clozo Academy Proprietary Curriculum | The Pest Control Growth System
SOP ID: sop-01-lead-intake | Version: 2.0 Premium | Last Updated: 2025
Purpose
Step-by-step lead qualification process for pest control inquiries. This SOP applies to all team members involved in the process and must be followed exactly unless a deviation is authorized by the Service Manager or Owner.
Scope
This procedure applies to:
Residential pest control operations
Commercial pest management accounts
Termite and WDO services
Wildlife and exclusion services
Mosquito and seasonal programs
Prerequisites
Before executing this SOP, ensure:
Relevant training modules (Days 1-90) have been completed
Required software access is active (PestPac/ServicePro/Briostack/FieldRoutes)
Physical materials (scripts, pricing sheets, checklists) are printed and accessible
Team members understand their roles and responsibilities
Definitions
| Term | Definition |
|---|---|
| CSR | Customer Service Representative |
| SOP | Standard Operating Procedure |
| CRM | Customer Relationship Management system |
| LTV | Customer Lifetime Value |
| CAC | Customer Acquisition Cost |
| RRR | Recurring Revenue Ratio |
| NPS | Net Promoter Score |
| WDO | Wood Destroying Organism |
| IPM | Integrated Pest Management |
Section 1: Phase 1: Initial Contact (Phone/Chat/Form)
Objective: Ensure consistent execution of phase 1: initial contact (phone/chat/form) across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of phase 1: initial contact (phone/chat/form) using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Section 2: Phase 2: Discovery and Need Assessment
Objective: Ensure consistent execution of phase 2: discovery and need assessment across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of phase 2: discovery and need assessment using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Section 3: Phase 3: Lead Scoring and Routing
Objective: Ensure consistent execution of phase 3: lead scoring and routing across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of phase 3: lead scoring and routing using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Section 4: Phase 4: Immediate Response Protocol
Objective: Ensure consistent execution of phase 4: immediate response protocol across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of phase 4: immediate response protocol using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Section 5: Phase 5: CRM Documentation
Objective: Ensure consistent execution of phase 5: crm documentation across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of phase 5: crm documentation using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Section 6: Phase 6: Handoff to Sales or Scheduling
Objective: Ensure consistent execution of phase 6: handoff to sales or scheduling across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of phase 6: handoff to sales or scheduling using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Section 7: Quality Standards and Metrics
Objective: Ensure consistent execution of quality standards and metrics across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of quality standards and metrics using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Section 8: Common Mistakes and Corrections
Objective: Ensure consistent execution of common mistakes and corrections across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of common mistakes and corrections using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Section 9: Escalation Paths
Objective: Ensure consistent execution of escalation paths across all team members and customer interactions.
Procedure:
Preparation Step: Gather all necessary tools, data, and materials before beginning this section. Verify CRM access, pricing sheets, and customer records are current.
Execution Step: Execute the core activity of escalation paths using the exact scripts, templates, and benchmarks provided in this curriculum. Document all actions in the CRM immediately.
Quality Check: Before proceeding to the next section, verify that this step meets the quality standards defined below. If standards are not met, correct the issue before continuing.
Documentation: Record the outcome, timestamp, and responsible party. Incomplete documentation is equivalent to incomplete work.
Quality Standards:
| Metric | Target | Minimum Acceptable | Measurement Method |
|---|---|---|---|
| Completion Rate | 100% | 95% | CRM audit |
| Accuracy | 98% | 90% | Manager review |
| Timeliness | <24 hours | <48 hours | Timestamp analysis |
| Customer Satisfaction | 4.7/5 | 4.3/5 | Post-interaction survey |
Common Errors in This Section:
Skipping preparation steps to save time (saves 5 minutes, costs 50% accuracy)
Failing to document in CRM (creates invisible gaps in customer history)
Using outdated scripts or pricing (damages trust and margin)
Not performing quality checks (allows errors to compound)
Tools Required:
PestPac / ServicePro / Briostack / FieldRoutes (CRM and routing)
QuickBooks / Xero (financial tracking)
Google Workspace (documentation and collaboration)
ActiveCampaign / Mailchimp (email automation, if applicable)
Printed scripts and checklists
Performance Metrics
| KPI | Monthly Target | Weekly Check | Owner |
|---|---|---|---|
| SOP Adherence Rate | 95% | Spot-check 5 interactions | Service Manager |
| Error Rate | <3% | Review all flagged interactions | Quality Lead |
| Time to Complete | Per procedure | Track via timestamps | Operations |
| Customer Outcome | 4.7+ rating | Survey sampled | Customer Success |
Revision History
| Version | Date | Changes | Author |
|---|---|---|---|
| 1.0 | 2024 | Initial release | Clozo Academy |
| 2.0 Premium | 2025 | Expanded behavioral economics, added quality standards, integrated tool stack | Clozo Academy |
Related Documents
Day modules 1-90 (The Pest Control Growth System)
Template library (10 implementation templates)
Calculator suite (12 financial tools)
Video scripts (90 lesson outlines)
Clozo Academy Proprietary Curriculum | The Pest Control Growth System
Copyright Notice: Unauthorized distribution, reproduction, or resale of this curriculum is strictly prohibited.