2026-07-20 · 8 min read

A lead follow-up process for home-service companies

Follow-up fails when it depends on memory. Document the cadence, put it in the CRM, and let the system nag until a human books or closes the lead.

Define response SLAs

Agree on time-to-first-touch for calls, forms, and after-hours messages. Publish it to the team. If nobody owns the clock, nobody owns the lead.

Build an estimate sequence

Example cadence after sending a quote: same-day confirmation, day-2 value reminder, day-5 objection check, day-10 final check-in. Adjust tone and channel (SMS vs email) to your trade.

Protect booked appointments

Reminders the day before and morning-of reduce no-shows. Include reschedule instructions so customers do not go silent.

Reactivate past customers

Seasonal check-ins and membership reminders create work without new ad spend. Keep lists in the CRM with last-service dates so reactivation stays relevant.