Leads & bookings
A fast lead response system for a small business
You will have a lead flow map, reply templates, a tracking sheet and a weekly review.
Before you start
- A business that receives enquiries
- A spreadsheet
- Someone responsible for replies
Step 1: Map where enquiries arrive
List every place a customer can reach you: email, forms, social messages, phone. Point as many as possible to one inbox or sheet.
Step 2: Create reply templates
Prompt you can copy
Write three first-reply templates of under 90 words for [business]: a price question, a booking request and a general question. Use only these facts: [facts]. Include a clear next step and a placeholder for the name.
Step 3: Track every lead
- Columns: name, date, source, question, first reply time, next step, status.
- Fill in the date the moment an enquiry arrives.
Step 4: Follow up
- Day 0: first reply.
- Day 2: a short, helpful nudge if no answer.
- Day 7: a final friendly message, then stop.
Follow the privacy and marketing rules where you live, and honour opt-outs.
Step 5: Review weekly
- How long did first replies take?
- How many became bookings?
- Which question comes up most, and should it be on your website?
Common mistakes to avoid
- Using several inboxes
- Skipping tracking
- Sending automatic replies that sound like a person
- Following up forever
Final checklist
- All enquiries go to one place
- I have three templates
- I track reply times
- I review weekly