Playbook
Roofing Lead Response Playbook
An actionable process from the moment an inquiry arrives to the moment the outcome is recorded. Each step names the owner, the fields to capture, and what happens next. Print the playbook or copy the sample message for your team.
- 1
Identify the source
Record where the inquiry came from: website form, phone call, missed call, chat, or referral. The source drives the acknowledgment channel and the attribution on the contact record.
Owner: Office coordinator
sourceinquiry timecontact details - 2
Acknowledge appropriately
Send an approved acknowledgment through a channel the homeowner opted into. A web form gets an email or text receipt. A missed call gets a text acknowledgment. Set the expectation for the next contact.
Owner: System, then coordinator
acknowledgment channeltarget response window - 3
Confirm service fit
Check the property against the approved service area and the request type against the work the company handles. Out-of-area inquiries route to a referral or a clear decline.
Owner: Office coordinator
service arearequest typeproperty location - 4
Assign the lead
Assign the inquiry to a named owner using routing rules for service area and request type. The assigned owner is the person responsible for the next action.
Owner: System routing, coordinator confirms
assigned ownerterritory - 5
Propose a real next action
Contact the homeowner, qualify the request, and offer an inspection time from real calendar availability. Confirm the appointment with date, time, and what to expect.
Owner: Assigned owner
qualification notesinspection timeestimator - 6
Handle exceptions
If the homeowner does not respond, the inquiry enters the follow-up sequence. If the calendar is full, the inquiry queues. If the request is out of scope, route it to a referral partner.
Owner: Coordinator with owner
exception typeresolutionfollow-up status - 7
Record the outcome
Update the contact record with the result: inspection booked, declined, out of area, or follow-up enrolled. The outcome drives the next workflow and the reporting.
Owner: Coordinator
outcomenext actionstatus - 8
Review response performance
Compare first useful response time against the agreed target for the period. Look at qualification rate, booking rate, and any inquiries that stalled. Adjust routing or capacity based on what the data shows.
Owner: Owner or operations leader
response timebooking ratestalled inquiries
Sample acknowledgment message
Hi [name], this is [company]. We received your roofing inquiry from [source]. [estimator] will call you within [window] to confirm the details and schedule an inspection. If you would like to grab a time sooner, you can book directly here: [booking link]
Real sends follow the business's channel permissions and each contact's preferences. Replace every placeholder with confirmed details before sending.
Escalation
If an inquiry sits without an owner past the target window, it escalates to the operations leader. If a homeowner signals an active leak or safety issue, the inquiry moves to the front of the queue and the owner is notified immediately. Every escalation is logged with the reason and the resolution.
Related resources
Turn a resource into a working workflow
A strategy session walks through your current process and identifies the first handoff to connect.
30 minutes. For roofing owners and operating leaders.