New Lead Intake for General Contracting
New Lead Intake defines how every new inquiry is captured, logged, and routed so nothing slips through the cracks. It covers collecting lead information from all channels, creating records in the sales system, checking for duplicates, tagging lead sources, and assigning an owner with a clear next step. The process separates simple data capture from deeper qualification, which happens later in the sales workflow. When followed, all potential opportunities enter the system cleanly, quickly, and in a way that supports reliable reporting and follow-up.
Monitor and capture new leads from all channels
Step 1: List all lead intake channels and access points
Document every way a lead can arrive: website forms, generic sales email, individual sales email addresses, main office phone line, direct mobile calls, walk-ins, social media messages, and bid platforms. Make sure you have access to monitor each of these channels or know who does.
Step 2: Set monitoring responsibilities and schedule
Assign specific people to watch each channel (for example, a sales coordinator monitors shared inboxes and web form alerts, reception monitors the main phone, and salespeople monitor their direct lines). Define how often each channel must be checked during business hours (for example, at least every hour).
Step 3: Configure notifications where possible
For web forms and shared inboxes, set up email or system notifications when a new inquiry arrives. For bid platforms, ensure you are subscribed to the appropriate opportunity alerts. Test notifications to confirm they go to the right people.
Step 4: Create a simple intake checklist for each channel
For each channel, write a short checklist of what to do when a new inquiry appears (for example, “log in CRM, confirm contact details, send receipt email”). This keeps intake consistent even if different staff handle it on different days.
Step 5: Monitor channels according to schedule and log new inquiries
During the day, check each assigned channel at the agreed frequency. As soon as you see a new inquiry, note down the basic details or leave the message open so you can move immediately to lead record creation in the next task.
Step 6: Escalate urgent or time-sensitive inquiries
If an inquiry is clearly urgent (tight bid deadline, client says “need a price this week”), flag it as high priority and, in addition to normal intake steps, notify the appropriate sales or estimating leader right away by phone or direct message.
Create new lead record in CRM or sales system
Step 1: Open the CRM or designated sales system
Log into the agreed system where all leads are tracked. Navigate to the “New Lead” or equivalent screen. Confirm you are in the correct environment (production, not a test area) and that you have permissions to create records.
Step 2: Enter basic lead header information
Fill in the top-level fields such as lead name, company name, contact person, phone number, email address, and how the lead arrived (for example, “website form” or “phone call”). Use proper capitalization and check spelling, especially for company names.
Step 3: Copy core details from the original inquiry
Review the original message or notes from the call and paste or type in any project name, site location, rough timing, and any stated budget or urgency. If the lead came in by phone, type your call notes directly into the lead description field while details are fresh.
Step 4: Apply any required tags or categories
If your system uses tags or categories (for example, “new client prospect,” “existing client new project,” or sector tags like “healthcare”), select the most accurate options based on what you know so far. Do not guess about sectors you are unsure of; leave them blank for now if necessary.
Step 5: Save the lead record and verify it appears correctly
Save the new lead record and confirm it appears in the correct lead list or view. Open the lead once more to ensure all required fields are filled, and that nothing important was left in a scratch pad or notebook instead of the system.
Step 6: Attach a link to the original inquiry
If the inquiry lives in email or a web submission, attach the email to the lead record or add a link to the source where your tools allow it. This makes it easy for others to see the original wording and any attachments.
Check for existing account and contact to avoid duplicates
Step 1: Search for the company in the CRM
Before finalizing the new lead, use the CRM search to look for the company name using common variations (for example, “ABC Development,” “ABC Dev,” “ABC Development, Inc.”). Pay attention to spelling differences and punctuation that might hide existing records.
Step 2: Search for the contact person by name and email
Search by the contact’s email address and last name to see if they are already in the system. If a contact record exists, open it to confirm this is the same person and not someone with a similar name at another company.
Step 3: Decide whether to link to existing records or create new ones
If existing account and contact records match the new lead, link the new lead to those records instead of creating new ones. If you are unsure whether two records are the same entity, check with the salesperson or business development manager who owns that account.
Step 4: Merge obvious duplicates according to company rules
If you discover clearly duplicated contact or account records, follow your company’s merge procedure to combine them. Keep the most complete, up-to-date information during the merge. If you are not authorized to merge, flag the duplicates for the CRM administrator.
Step 5: Update the new lead with correct links
Once you know which account and contact records are correct, update the new lead to point to those records. Remove any temporary or mistaken records you might have created when first entering data.
Step 6: Add a brief note about duplicate resolution if needed
If you cleaned up duplicates or made a judgment call about which record to use, add a short note in the lead or account record explaining what you did. This helps future users understand why records are linked the way they are.
Record contact details and communication preferences
Step 1: Confirm spelling of contact name and company
Double-check the spelling of the person’s first and last name and the company name against the original inquiry, email signature, or business card. Correct any typos in the CRM so future messages look professional.
Step 2: Enter all available contact methods
Fill in all available fields such as direct phone number, mobile number, email address, and mailing address if provided. If information is missing, leave fields blank rather than guessing or using placeholders.
Step 3: Capture communication preferences if stated
If the contact mentions a preferred contact channel or time (for example, “email is best,” or “call after 3 p.m.”), record this in the designated field or in a clear note on the contact record. This helps whoever follows up choose the right method.
Step 4: Note any language or accessibility needs
If the contact indicates any special communication needs (for example, they prefer written communication due to hearing issues), make a brief note in a visible part of the record so the follow-up person is aware and can respond appropriately.
Step 5: Verify that email and phone formats are correct
Check that the email address is in a valid format and that phone numbers include the correct area code and country code if relevant. Correct obvious mistakes, and if you are unsure, plan to confirm during the first call.
Step 6: Save updates and link contact to the lead
Save your changes and ensure the contact record is correctly linked to the lead. Confirm that anyone opening the lead will see the full contact details without having to search elsewhere.
Capture project basics (location, type, size, timing)
Step 1: Review the inquiry for project details
Re-read the original email, web form, or call notes and highlight any details about the project site, building type, size, and timing. Pay attention to attachments such as preliminary drawings or requests for proposal that may contain key information.
Step 2: Enter project location information
In the lead record, fill in the project city, state or province, and specific site address if known. If the contact only knows the general area (for example, “north side of town”), record that description so it can be refined later.
Step 3: Record project type and use
Use available fields or notes to indicate what type of work is being discussed (for example, ground-up construction, tenant improvement, renovation, addition) and the type of facility (office, warehouse, medical, retail). If you are unsure, write the description exactly as the client stated it.
Step 4: Estimate project size and budget if mentioned
If the client provides square footage, number of floors, or a rough budget range, record those details. If they do not, leave those fields blank rather than guessing. A later qualification step can estimate size based on additional discussion.
Step 5: Capture timing and deadlines
Record any stated timing such as “need pricing by [date],” “hoping to start construction in [month],” or “planning for next year.” Note any formal deadlines for proposal submission that appear in attached documents.
Step 6: Attach or link any project documents
If the inquiry includes plans, sketches, or a formal request for proposal, attach these files to the lead or store them in the correct project folder and link from the lead. This ensures the sales and estimating teams can find them quickly.
Assign lead source and marketing campaign
Step 1: Review how the lead arrived
Look at the origin of the inquiry: which email address it came to, which form was used, who made the introduction, or which event or platform generated it. Use this concrete information to select the appropriate lead source.
Step 2: Select the correct lead source in the system
In the lead record, choose the most accurate lead source option from the predefined list (for example, “Website,” “Existing Client,” “Referral – Architect,” “Trade Show or Event,” “Bid Platform”). Avoid using “Other” unless none of the options truly fit.
Step 3: Record referrer details if it was a referral
If someone introduced the lead (for example, a past client, architect, or trade partner), record their name and company in the referrer fields or a clearly labeled note. This allows you to track and later thank people who send work your way.
Step 4: Link the lead to a specific campaign if applicable
If the lead clearly came from a specific marketing campaign (for example, a named email campaign or event), select the appropriate campaign in the CRM or note it in the lead. Use standard campaign names so reporting is accurate.
Step 5: Double-check that source and campaign fields are filled
Before moving on, confirm that both lead source and, where relevant, campaign fields are not blank. Correct any obvious mismatches (for example, a website form submission marked as “Phone Inquiry”).
Step 6: Save and verify source visibility in reports
Save the lead and, if possible, preview a lead source report or view to confirm that the new record appears under the correct category. This helps you catch source errors early.
Attach relevant documents and emails to the lead record
Step 1: Gather all related emails and files
Locate the original inquiry email, any replies, attached documents, and separate files the contact may have sent. If notes were taken during a phone call, gather those notes as well.
Step 2: Attach emails to the lead record
Using your email integration or manual upload, attach key emails to the lead record. At minimum, attach the initial inquiry and any email that includes important project details or attachments. Ensure attachments remain accessible and readable.
Step 3: Upload project documents to the correct folder
Store drawings, requests for proposal, and other documents in the standard project or opportunity folder structure your company uses. Name files in a consistent way that includes the company name, project name, and date.
Step 4: Link the lead record to the document location
In the lead record, add links or references to the folder where documents are stored if the system does not store files directly. This helps the sales and estimating teams get to the information quickly.
Step 5: Summarize key documents in a brief note
Add a short note listing what documents are available (for example, “Attached: preliminary floor plan and request for proposal with due date [date]”). This saves others from hunting through files to understand what is there.
Step 6: Verify that attachments open correctly
Open a sample of attached files and emails from within the lead record to confirm they open without errors and are not corrupted. Fix any broken links or missing attachments before moving on.
Assign lead owner and internal visibility
Step 1: Determine the appropriate lead owner
Based on your company’s rules, decide who should own the lead. This might be based on client relationship, sector expertise, geography, or workload. If you are unsure, ask the sales manager or business development manager to assign an owner.
Step 2: Assign the owner in the CRM
In the lead record, set the “Owner” field to the chosen person. Confirm that they have access to the record and that any automatic notifications will go to them. Avoid leaving leads with a generic or unassigned owner.
Step 3: Add additional followers or team members
If your system allows, add relevant project executives, estimators, or marketing staff as followers or team members on the lead. This ensures they can see updates and contribute when needed.
Step 4: Notify the lead owner of the new lead
Send a short message to the lead owner summarizing the inquiry, highlighting any deadlines or unusual details. Include a link to the lead record so they can review full information quickly.
Step 5: Update any shared views or boards
Make sure that the lead appears in any shared lead lists, pipeline views, or boards that the sales team uses in their regular meetings. This keeps everyone aligned on new opportunities in the pipeline.
Step 6: Confirm understanding for unusual or high-value leads
For large, strategic, or unusual leads, confirm directly with the sales manager or business development manager that the right owner has been assigned and that they understand the potential importance of the opportunity.
Send initial lead receipt confirmation to prospect
Step 1: Choose the appropriate confirmation method
Decide whether to respond by email or phone based on how the lead came in and any stated preferences. For web forms and emails, a reply email is usually appropriate. For phone-only inquiries, a brief follow-up email after the call can be helpful if you have the address.
Step 2: Use an approved confirmation template
Start from a standard confirmation message that includes a thank-you, a brief restatement of what they asked about, and a timeline for when someone will contact them. Customize details to reflect their specific project or question.
Step 3: Verify key details in the message
Before sending, check that the contact’s name, company name, and any referenced project details are correct. Make sure you are not promising a response timeline that the sales team cannot realistically meet.
Step 4: Send the confirmation promptly
Aim to send the confirmation within the same business day, and sooner if the inquiry is time-sensitive. Timely acknowledgment can set you apart from competitors who are slower to respond.
Step 5: Log the confirmation in the lead record
Note in the lead record that the confirmation was sent, including the date and method (for example, “confirmation email sent on [date]”). If possible, attach a copy of the message or store it in the email integration.
Step 6: Flag urgent cases for faster follow-up
If the content of the inquiry suggests a tight deadline or critical need, clearly mark this in the lead record and mention it in your note to the lead owner so they know a faster response is expected.
Schedule initial follow-up task and set due date
Step 1: Clarify the next appropriate action
Decide what the first real step should be for the lead owner. Common next actions might be to schedule a discovery call, request missing information, review attached documents, or determine whether the lead should move into formal qualification.
Step 2: Create a follow-up task in the CRM or task tool
Within the lead record, create a task that clearly states the action (for example, “Call to schedule discovery call,” or “Review request for proposal and confirm bid intent”). Link the task to the lead so it appears in that owner’s task list.
Step 3: Assign the task to the lead owner
Set the task owner to the same person who owns the lead. Avoid assigning follow-up tasks to generic roles or leaving them unassigned; this leads to confusion and missed actions.
Step 4: Set a realistic due date based on urgency
Choose a due date that matches the urgency of the inquiry and your company’s standard response times. For routine inquiries, this might be within one to two business days. For time-sensitive leads with known deadlines, set the due date sooner.
Step 5: Add any helpful notes to the task
Include brief notes that will help the lead owner handle the follow-up efficiently, such as “client prefers email,” “mention past project X,” or “tight bid deadline on [date].” This saves them from re-reading all notes just to understand the context.
Step 6: Review new lead tasks at the end of the day
Before ending your intake shift or day, quickly review the list of new lead follow-up tasks created. Confirm that each new lead has at least one clear next action assigned and that there are no leads left with no task and no owner.
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