# Home Service Speed-to-Lead Checklist

Use this as a weekly front-door operating review for HVAC, plumbing, roofing, restoration, garage-door, and other field-service teams. The goal is to expose where demand is slowing down between first contact and booked work.

## Scoring Logic

Score each line `0`, `1`, or `2`.

- `0`: broken, inconsistent, or owner-dependent
- `1`: partially working but still risky
- `2`: reliable, documented, and coachable

Suggested bands:

- `26-32`: strong front door with normal optimization opportunities
- `18-25`: vulnerable, with visible revenue leakage
- `0-17`: urgent repair needed before buying more traffic

## Call-Handling Standards

- Inbound calls are answered live during stated business hours.
- Missed calls trigger a text-back within `60 seconds`.
- Emergency callers hear a real next step, not a dead-end voicemail.
- Dispatch or intake can separate urgent service from lower-value admin noise.
- Every call creates a visible record with service type, urgency, and location.
- After-hours answers capture enough detail to tee up the morning team cleanly.

## Web Conversion Standards

- The primary call to action is visible above the fold on high-intent pages.
- Mobile pages show tap-to-call and text/contact options without extra scrolling.
- Forms ask only for fields needed to start the next step.
- Form submissions trigger an immediate confirmation plus a promised response window.
- Emergency visitors can identify urgency without guessing which option to choose.
- The thank-you state tells the prospect what happens next and who owns it.

## Handoff Standards

- Every lead has one named owner at any given time.
- Dispatch, office, and field teams see the same notes.
- Estimate requests have a scheduled follow-up date instead of a vague “call later.”
- Escalation paths are explicit for emergency work, VIP customers, and referral sources.
- No lead moves stages without a timestamp and accountable owner.

## Review and Proof Standards

- Completed jobs trigger review asks in a defined operating window.
- New reviews are replied to quickly enough that the business looks active.
- Field teams know when they are supposed to invite reviews and when they are not.
- Recent photos, job proof, or location proof are added weekly.

## Failure Modes to Flag Immediately

- Calls ring out during lunch, shift change, or dispatch surge.
- Form leads sit unowned for more than `15 minutes`.
- After-hours messages arrive without service type, address, or urgency.
- Emergency visitors hit a generic contact form with no urgent lane.
- Review requests are inconsistent, random, or sent to unhappy customers.
- The owner is still the fallback for basic intake cleanup.

## 7-Day Repair Sprint

Day 1: score the current flow and circle the five lowest-scoring lines.

Day 2: tighten missed-call recovery and after-hours messaging.

Day 3: reduce web-form friction and improve the confirmation state.

Day 4: assign ownership rules for every lead source.

Day 5: clean up escalation rules for emergency jobs and premium opportunities.

Day 6: install the review-request and reply rhythm.

Day 7: rerun the score and compare before/after gaps.

## Weekly Review Questions

- Where did response speed break down this week?
- Which lead source created the messiest handoff?
- Did any high-value opportunities wait behind low-value noise?
- Which single fix would make next week feel calmer and faster?