All sales leads should be handled consistently to ensure timely communication, accurate tracking, and a smooth customer experience. While timing may vary based on customer needs or event urgency, the general workflow below outlines how leads should be processed from first contact through final follow‑up.
First contact attemptAll customers who request a quote—via email, phone, or online inquiry—should be contacted within 24 hours. Ideally, this first contact includes a quote, but you may need additional information before sending one.
When creating a quote
- Add a short, friendly note expressing interest in hosting their event
- Include any relevant details
- Upsell activities that may fit their group
Quote expiration
A 7‑day expiration is standard, but adjust as needed:
- Shorter if the event is soon
- Longer if the customer needs more time
Always leave at least 7 days for the public to book if the quote is rejected.
Update the lead status
Change status from new to the appropriate option in the dropdown.
Monitor customer engagement
Periodically check whether the customer has viewed the quote or email:
- Click other → sent email history
- Review the view/open history
If the customer responds
Change status to quoted – see communication. Record internal notes for any phone or email conversations.
If the customer has not replied within 24–48 hours after the quote was issued, send a follow‑up message.
How to follow up
- Phone call or voicemail
- Email with the quote link (found under customer manage)
Messages should be simple and focused on confirming they received the quote and offering help.
Update the status
If no response: Set status to quoted – 2nd contact attempt.
If they respond: Set status to quoted – see communication.
Third and final attempt (if still no response)Make one last attempt using a different communication method than before.
Update the status
Set status to quoted – 3rd and final contact attempt.
Leave the lead in this status for 3–5 days.
After 3–5 days with no response, change the status to closed.
Important
Before closing:
- Ensure an employee name is attached to the lead
- If you do not log in under your own name, use Christy Evans (comcast)
This ensures the team receives bell notifications if the customer reopens communication after the lead is closed.