Lead follow-up is everything that happens between "the phone rang" and "the estimate is booked". For many Brampton contractors it is where most of the money leaks out: calls missed on the roof, texts answered the next evening, and callers who wanted to speak Punjabi or Hindi getting an English voicemail. We design a simple routine that your own team runs, and we measure it.
Why this comes before more advertising
Every lead you already receive has been paid for, through ads, reviews, referrals or years of good work. Answering more of them is cheaper than buying more.
A quick example. Say you receive 80 leads a month and book 30%, so 24 estimates. If a better routine lifts that to 40%, you book 32 estimates from the same 80 leads. At an average job value of $1,800 and a close rate of 50% on estimates, those 8 extra estimates are worth about $7,200 in monthly revenue, with no extra ad spend.
Who it is for
- contractors who often return calls hours later because the crew is on site
- offices where nobody tracks which leads booked and which didn't
- businesses with customers who prefer Punjabi or Hindi, but no plan for routing those calls
- owners about to start Google Ads or multilingual campaigns, who want the phone ready first
What is included
- A lead audit: where leads come from today, how fast each one was answered, and how many became estimates.
- Reply-time targets you can actually keep, written down and checked weekly.
- Call scripts in English, plus English source scripts for any other language you support, which a native speaker on your team or a qualified translator adapts so they sound natural.
- Text templates for missed calls, estimate confirmations and follow-ups, using placeholders such as [Customer name] and [Service] so staff can personalise them.
- Language routing: who takes Punjabi or Hindi calls, and what happens when they're busy.
- A missed-call text-back routine, so nobody hears silence. Our sister site CallText.chat goes deeper on that tool.
- A one-page weekly scorecard: leads, reply time, estimates booked and source.
Timeline
| Week | What happens |
|---|---|
| 1 | Audit of the last 60–90 days of calls and texts, where records exist |
| 2 | Targets, scripts and templates drafted; language routing agreed |
| 3 | Short training session with your office and lead hands |
| 4 onward | Weekly scorecard and a monthly review call |
How results are measured
Two numbers matter: median reply time and share of leads that book an estimate. We track both by source and by language. If Punjabi callers book at a lower rate than English callers, that tells us where to look: the routing, the script, or the hours someone is available.
A sample missed-call text
Here is a template of the kind we set up, with placeholders your office fills in:
Hi [Customer name], this is [Business name]. Sorry we missed your call; our team is on a job. We'll call you back by [time]. If it's easier, reply here with your address and what you need, and we'll get started.
For customers who prefer Punjabi or Hindi, the same message is adapted by a native speaker on your team or a qualified translator, so it reads naturally rather than word for word. The point is that every caller gets an answer within minutes, even when nobody can pick up.
What owners usually discover in the audit
The audit tends to surface the same few surprises: calls that ring out after 5 p.m., a mobile number on the website that nobody checks, texts sitting unread over a weekend, and no record of which leads became jobs. Each one is fixable in a week or two, and each one quietly costs work.
Mistakes to avoid
- Letting voicemail do the work. Many callers simply ring the next contractor instead of leaving a message.
- One person holding all the language skills. If only the owner speaks Punjabi, Punjabi leads wait until evening. Spread the load or set a callback promise.
- Scripts read word for word. Scripts are a checklist of what to ask, not a speech.
- No record of outcomes. Without knowing which leads booked, you can't tell which marketing works.
Read about the wards we cover on the areas page, see the plans on the pricing page, or call, text or email us with a rough count of last month's leads.
Frequently asked questions
Do you answer our phones?
No. We aren't a call centre. We design the routine, scripts and tracking, and train your office or crew to use them. The people answering are yours.
What if a customer calls in Punjabi and nobody is free?
The routine sets out who takes those calls, and what happens if they are on a job: usually a quick text in the customer's language promising a call back within a set time, then a real call.
How fast should we reply?
As fast as you can reliably manage. We agree a realistic target with you, often within minutes during working hours, and then measure against it every week.
Is this worth doing before ads?
Usually yes. If a third of your current leads go unanswered, fixing that is the cheapest growth you can buy, and it makes every advertising dollar work harder afterwards.