How to Work New e-Leads in Compass

Visitors to your website, landing pages, and other online Marketing have the opportunity to fill in a Lead Form to request further information from their local Miracle Method. Lead forms ask for name, email address, etc. Some offices choose to require phone numbers in lead forms – you may or may not see phone numbers in leads depending on franchisee configuration. We call these web leads or e-Leads.

Compass automatically receives these e-Leads 10-15 minutes after the lead is submitted (this delay is to give the customer time to provide more information, or amend what they entered).

Each office operates their lead followup process differently. If the process below deviates from your Front Office process, your local office Front Office policy/procedure should be followed 

Finding Your e-Leads

When a e-lead comes in, it’s created as a ‘New Lead’ task. You can access your tasks under the Tasks tab

It’s critical that you log every action you take, and leave notes on each conversation you have with the customer.

-        CALL: If you call the customer, use the ‘log call’ button to record that you called, and notate what you discussed (or, if you reached their voicemail, notate that a voicemail was left.)

-        EMAIL: If you email the customer within Compass, it will automatically record this

-        TEXT: If you text the customer within Compass, it will retain this history.

The key reasons to log every action are:

1. Marketing: with good notes, your franchisee owner can review and determine whether certain advertising is working well/not working (if an advertising source produces leads you can never reach, your franchisee owner can more quickly turn off that advertising, for example)
   
2. Multi-staff offices: If you share front office duties amongst multiple people, having those notes allows anyone in the office to pick up and further process the lead.
   
3. Callbacks/Questions: Good notes allows you to refer back later and remember what the customer said, even if weeks have gone by. This allows you to avoid asking repeatedly for the same information, and ensures any commitments made to the customer are kept (conversely, if a customer later submits a callback, being able to trace your activity back to first contact is extremely helpful in some situations)
   
4. Improved sales: By noting the details of your conversation, this allows you to ensure your Estimator is given good notes if the customer does decide to schedule an estimate. For example, notes indicating that the customer mentioned they were looking for a specific product, or had odor/noise concerns, will help your Estimator more effectively sell the job. 

A common Contact and Follow up schedule is:

Fig 1 – Entering notes

Fig 2 – Choosing task outcome

Fig 3 - Rescheduling

Fig 4 – Reschedule date selector & notes entry.