A simple lead follow-up sequence for small businesses
Most lost leads are not lost to competitors. They are lost to silence after one missed call. A written sequence makes follow-up automatic.
A sample sequence
| When | Action |
|---|---|
| Within minutes | Automatic reply confirming you got the request and when you will call |
| Same day | Phone call. If no answer, a short voicemail and a text, if they gave permission to text |
| Next day | Second call at a different time of day |
| Day 3 | Email with the information they asked for and a simple way to book |
| Day 7 | A final, friendly check-in asking whether they still need help |
Templates you can adapt
Text after a missed call: "Hi Sam, this is Maria from Bay Roofing. I just tried you about your roof repair request. When is a good time to call back?"
Final check-in email: "Hi Sam, I did not want your request to fall through the cracks. If you still need help, reply here or call me directly. If you have sorted it out, no need to reply."
Rules that keep it respectful
- Only text or email people who gave you their details for that purpose, and follow the rules for business texting and email where you are.
- Stop when someone says no, and remove them from automated messages.
- Keep every message short and specific to their request.
Track every lead
A simple spreadsheet or a customer system with columns for date, source, first reply time, attempts and outcome shows where leads slip. Review it weekly.
Voicemail script
"Hi Sam, this is Maria from Bay Roofing returning your request about a roof leak. I can come out tomorrow morning. Call or text me at this number when it suits you. Again, Maria at Bay Roofing."
Say your name and business twice, mention their request and give one clear next step.
Weekly review questions
- How many leads got a reply the same day?
- Which leads had no reply after two attempts, and why?
- Which source produced the most customers, not just leads?