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Website Lead Handling Guide

A clear process for handling all incoming customer inquiries from the website.

Understanding the Customer Journey

A customer's path is rarely a straight line. They may browse services, read a blog post, and then finally fill out a form. This guide helps you understand their **final intent** at the moment they reach out, so you can respond in the most effective way.

Service Request

High Urgency

A customer needs a repair or maintenance and has booked a specific time.

How to Identify:

Email Subject: `🔧 HVAC Service: [Service Type] - [Date] [Time]`

Action Plan:

  1. **Check Schedule Immediately:** Confirm the requested date/time is available on the dispatch board.
  2. **Call to Confirm:** Use the phone number provided to confirm all details with the customer.

    3. "Hi [Customer Name], this is [Your Name] from Mechanical Temp. I'm calling to confirm the service appointment you just booked on our website for [Date] at [Time]..."

  3. **Book the Appointment:** Formally enter the job into the scheduling system.
  4. **Send Confirmation:** Let the customer know an official confirmation is on its way.

New System Quote

Highest Urgency

A high-value lead with strong intent to buy a new system.

How to Identify:

Email Subject: `New System Quote Request for [System Type]`

Action Plan:

  1. **Review Selections:** Note the system type, home size, and efficiency level they chose.
  2. **Call Immediately (Goal: < 30 mins):** A rapid response is key to winning the job.

    3. "Hi [Customer Name], this is [Your Name] with Mechanical Temp. I just received the system request you submitted through our website's design tool..."

  3. **Set In-Home Consultation:** The primary goal is to schedule an in-person visit for an accurate quote.
  4. **Give "Ballpark" Estimate (Optional):** Only if the customer insists, provide a general price range, emphasizing that a formal quote requires a visit.

Chat Inquiry

High Urgency

A customer is live on the site and has a quick question.

How to Identify:

Email Subject: `💬 New Chat from [Customer Name]`

Action Plan:

  1. DO NOT REPLY TO THE EMAIL.
  2. **Text the Customer Directly:** Use the phone number provided in the notification.

    3. "Hi [Customer Name], this is [Your Name] from Mechanical Temp. I'm just following up on the message you sent on our website..."

  3. **Answer and Convert:** Answer their question clearly, then guide the conversation towards a service we can offer.

Key Principles for Success

Speed is Everything

The faster we respond, the more likely we are to win the job and impress the customer.

Identify the Lead First

Knowing what the customer wants before you contact them makes our response more effective.

Always be Professional

Every interaction is a reflection of our company and our commitment to quality service.