Lead Handling & Response Time Standards

Purpose

Defines how Spartan Plumbing handles incoming leads from all sources and the response time expectations for every team member.

When to Use

Every time a new lead enters the system — inbound call, web form, Avoca AI booking, Google LSA, Angi, HomeAdvisor, or referral.

Procedure

Lead Sources & Entry Points

Inbound phone calls — CSRs book directly in ServiceTitan during the call with full customer info and job description.

Avoca AI bookings — Avoca handles overflow and after-hours calls, creating bookings automatically. CSRs review next morning for accuracy.

Web form submissions — Leads from the Spartan website flow into ServiceTitan. CSRs call back within 15 minutes during business hours.

Google LSA / Angi / HomeAdvisor — Third-party leads appear in their respective dashboards. Office team transfers to ServiceTitan within 30 minutes.

Referral leads — Entered manually by CSR or sales rep with referring customer noted in the job record.

Response Time Standards

• Phone calls: Answer within 3 rings. Return missed calls within 5 minutes.
• Web leads: First contact within 15 minutes during business hours (7 AM – 6 PM).
• After-hours leads: Acknowledged by next business day at 7:30 AM.
• Third-party platform leads: Transferred to ServiceTitan and contacted within 30 minutes.
• Referrals: Contact within 1 hour of receipt.

Lead Qualification

Confirm customer name, address, phone number, and email in ServiceTitan.

Identify the service needed — use open-ended questions: "What's going on with your plumbing?"

Determine urgency — emergency (active leak, no water, gas smell) or scheduled need?

Confirm the service address is within Spartan's service area (Dayton metro and surrounding counties).

Check if existing customer — search ServiceTitan by phone number and address.

For existing customers, review job history and open estimates before booking.

Disqualifying a Lead

• Outside service area — refer to a local plumber if possible.
• Service we don't offer (see Refusal of Service Protocol).
• Customer-supplied fixtures that don't meet installation standards.
• Home warranty / insurance direct-pay — customer must pay Spartan directly and seek their own reimbursement.

Important Notes

• Speed to lead is the #1 factor in conversion. Every minute of delay reduces booking probability.
• All leads must be entered in ServiceTitan — no sticky notes, no verbal-only leads.
• Never quote pricing over the phone. Use: "Let's go ahead and get you on our schedule for our tech to come out and take a look. They'll give you all your options on-site."
• If you can't reach a lead on first attempt, try again within 2 hours, then next day.

Related SOPs

• Inbound Call Handling Script — detailed call flow
• Service Call Booking Procedure — booking mechanics in ServiceTitan
• After-Hours Call Handling — overnight and weekend lead handling