When leads spike, booking rates often drop because your intake system can't handle them. Phil Risher says you need a call script for your team and a nurture sequence of texts and emails to convert the colder prospects into actual jobs.
It sounds like leads didn't create the problem, they just exposed it. And when you started getting more leads, your booking rate, which you didn't know what that was, you started booking a lot less of these jobs because they were colder leads that came in and the overall volume you weren't able to keep track of. And then they didn't convert into jobs or actual estimates. So then you said, okay, well, this marketing doesn't work, when in fact it wasn't the marketing's problem, it was actually the lead problem and the lead intake process. So it sounds like if you just fixed your booking rate, your intake process, So what I would recommend is set up a call script so that way your CSR has a script that they can go through to book some of these colder leads into actual jobs. And then also make sure that you have a lead nurture sequence so that way when someone tells you, oh, I'll call you back, or you call them and they don't answer, you have a way to follow up with them via text and email and keep the conversation going to try to get them booked.
