Guidelines for Curating Leads

Recognizing that poor or inadequate customer service can hinder sales, which will contradict our guidelines below.

So we have developed the following comprehensive framework to ensure excellence in lead generation and customer service.

Understanding Lead Types

Service Qualified Leads (SQLs)

Definition:
Service Qualified Leads are prospects who have expressed a clear interest in your service offerings. They typically engage through actions such as:

  • Clicking on ads
  • Visiting specific service-related pages on your website from search
  • Filling out estimate or quote request forms

Characteristics:

  • These leads are often ready to make a purchase and may have their credit card in hand.
  • They require immediate and high-quality customer service to convert them into paying customers.

Handling Guidelines:

In short, you must be available as soon as the leads come in – They need service now.

  1. Answer the Phone: Customers in this stage need service NOW and will call the next company on the list.
  2. Respond to Form Leads: This needs to be as immediate as possible, as a lack of quick response will cause the lead to go to the next company.
  3. Personalized Communication: Address their specific needs and preferences to make them feel valued.
  4. Clear and Transparent Information: Provide detailed information about your services, pricing, and any guarantees or warranties.
  5. Ease of Purchase: Make the purchasing process as smooth and straightforward as possible.

To ensure quality customer service, we reserve the right to occasionally listen in to phone calls that are generated through our efforts of lead generation.

How you handle each lead is not a reflection on our part as a lead generation service.

Our goal, together, is to make money and be the best service provider there is – my service to you and your service to customers.

Warm Leads

Definition:
Warm Leads are prospects who are actively shopping for pricing and information about a service they know they need or want. They are interested but not yet committed to making a purchase. Includes shoppers.

Characteristics:

  • These leads are comparing options and may choose the lowest price but desire the best quality.
  • They are crucial to cater to as they have the potential to become loyal customers if convinced of your value.

Handling Guidelines:

In short, sell yourself and your service. People do business with people, not companies or logos.

  1. Educational Approach: Schedule onsite for a FREE QUOTE and to educate them about why your services are superior.
  2. Value Proposition: Emphasize the unique benefits of your services, such as guaranteed satisfaction, quality customer service, and the best materials/products.
  3. Customer Retention: Focus on building a long-term relationship by offering exceptional service and follow-up support.
  4. Competitive Pricing: Ensure your pricing is competitive but also highlight the added value you provide.
  5. Quality Assurance: Showcase your commitment to quality through certifications, awards, and customer reviews.

Informational Leads

Definition:
Informational Leads are potential prospects who are seeking knowledge about a service, often for their own understanding of a problem they have. They may inquire about DIY solutions or general information without immediate intent to purchase.

Characteristics:

  • These leads are in the early stages of the buying journey and may not be ready to make a purchase.
  • They are valuable for building brand awareness and trust.
  • This is how you fill your pipeline with future work. Give away value they can use.

Handling Guidelines:

In short, treat these leads as paying customers with the best value so that when the time comes, they will not hesitate to actually pay your prices.

  1. Provide Value: Offer detailed and helpful information to assist them with their inquiries. Help them solve their problems; this will give them reason to contact you in the future or recommend you as a word-of-mouth referral.
  2. Content Marketing: Utilize your website to offer them guides and FAQs to address common questions and concerns. This also gives them a familiar point of contact when they do need your service.
  3. Nurture Relationships: Keep them engaged with regular updates, seasonal discounts, newsletters, and educational content via emails or text messages for top of mind awareness.
  4. Soft Sell: Avoid aggressive sales tactics; instead, focus on building a relationship and positioning your brand as a trusted resource.
  5. Follow-Up: Periodically check in with them to see if their problem has been handled or evolved to actually needing your service.

Conclusion

By understanding and effectively handling different types of leads, Target Your Market can help you enhance lead conversion rates and customer satisfaction.

Tailoring your approach to each lead type ensures that prospects receive the appropriate level of attention and service, ultimately leading to successful sales and long-term customer relationships.