A lead that belongs to everyone belongs to no one
When one person answers leads, there is no question who calls. With two, every lead needs a name on it from the first minute. Without a name, the fast and easy leads get grabbed and the hard ones sit.
Handing leads out by hand works, but then the owner becomes the bottleneck. A lead that waits for you to finish a job walk is a lead that waits too long.
Simple rules that keep it fair
- One lead, one name. The name is set when the lead arrives, not after someone finds time.
- Go in turn. The next lead goes to the next person, whatever the source or the size of the job.
- A client who comes back stays with the person who already knows them.
- A lead you found yourself is yours and does not cost you a turn.
- Passing a lead to someone else is allowed, but say it out loud and write it down.
- Everyone can still see every lead. If someone is out sick, another person picks it up.
How it works in WorkTime CRM
Open Settings → Team → Leads in turn. It is off by default. Press the big switch and tick who gets leads: you and every team member who can see clients. The order of the list is the queue, and the ▲ ▼ arrows move a person up or down.
From then on every new lead from any source (website, Thumbtack, Google, Facebook, calls, texts) goes to the next ticked person. They get a notification if they turned on push notifications or connected Telegram. Your own "New Lead" message says who it was assigned to.
A returning client stays with whoever has the card. A card a person makes themselves is theirs and does not move the queue. A phone call takes a turn only after it is checked, so a hang-up or a robocall never uses one up.
On Clients and on the Pipeline each card shows whose lead it is, and the "Mine" chip on Clients shows only yours. To pass a lead on, open the client card and pick another name under "Assigned to". The new person is notified. People who are not ticked still see all leads.
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