The Lead Leak Checklist

Use this checklist with actual lead records in front of you. Don’t answer based on what the process is supposed to do.

Incoming phone calls

Do new sales calls have a live-answer path during normal hours. Are missed calls identified within minutes rather than hours. Is there a defined owner for callbacks. Can the team separate new sales inquiries from existing customer calls.

Web forms

Does every submission create a visible lead record. Is the arrival time recorded accurately. Is there a defined first-response target. Are after-hours submissions handled differently from daytime leads.

Texts

Can customers reply to automated texts. Does a reply create a task or alert. Is there ownership when the assigned person is absent.

Email

Are sales inquiry emails separated from general inbox traffic. Are website-generated emails tested regularly. Does someone monitor the inbox outside peak distractions.

Follow up

Is there a written cadence for unanswered leads. Are wrong numbers, voicemail, no-answer, and opt-out handled differently. Does every active lead have a next action.

After hours

Does the customer receive a response before the office reopens. Are overnight leads reviewed first thing in the morning.

Appointments

Are qualification requirements applied consistently. Are cancellations routed into a reschedule process.

Scoring — Count every “no” as a potential leak point, then prioritize by consequence. The checklist is only complete once each problem has an owner, a corrective action, and a date for retesting.