Example 2 of 4 · Sales
Have you ever called an enquiry back, only to hear they'd already chosen?
They wrote on Tuesday. Your team reached them on Friday. Three days was two too many.
3 signs this fits you
- Enquiries arrive by web form, email, phone and referral.
- They wait in a queue until someone is free.
- The small-looking ones get no second follow-up.
When we'd say skip it
A handful of enquiries a month? Answer them yourself. Already calling back within the hour? Keep doing it. Speed you already have doesn't need building.
Where it stalls: the queue
- Enquiry in
- Captured
- Researched
- Qualified
- Routed
- First contact
- Follow-up
- Meeting
Speed wins this one, and a queue kills speed. Research before the first call gets skipped.
Follow-up runs on memory. Leads that look small get dropped, and nobody chose that.
For an insurance agency, it's the online quote request. For a wealth manager, it's the accountant's referral. In home health, it's the hospital referral that goes to whoever answers first. For a contractor, it's the homeowner who asked three firms.
What we'd build: a first-hour lead desk
It researches each enquiry the minute it lands, then hands it to the right person, ready.
What changes: every lead gets a fast, informed first answer
- Each lead is researched on arrival: who, what size, what they likely need.
- It reaches the right person with a five-line brief.
- A first reply is drafted in your voice, waiting for approval.
- Follow-ups run on a schedule, not on memory.
What it's worth: the leads you never reached
- Count last month's enquiries.
- Subtract the ones answered the same day.
- Multiply the gap by what a new client is worth to you in year one.
Add the leads that never got a second follow-up. That total is what the queue costs you each month.
This morning's enquiries · 8:00 a.m.
9 new since 6 p.m.
- Researched and routed, reply drafted
- 6
- From an existing client's household
- 2
- Routed to the advisor who knows them.
- Outside your service area
- 1
- A polite reply drafted.
- Follow-ups due today
- 14
A person sends every reply.
How it runs, step by step
Open all 6 steps
When it runs
The moment an enquiry arrives, from any channel.
What it reads
Your web forms and enquiry inbox. Your CRM or agency system, such as HubSpot, Salesforce, Applied Epic or Wealthbox. Referral portals, where they apply. We confirm each one in the first conversation.
The 6 steps
- Captures the enquiry, whatever channel it came from.
- Researches it from public sources and your own records.
- Scores it against your rules for a good fit.
- Routes it to the right person with a short brief.
- Drafts a first reply in your firm's voice.
- Schedules the follow-ups and reminds the owner.
Who signs off
Your people approve every first reply and every follow-up.
What it never does
It never quotes, commits or gives advice. It never contacts a lead by itself. It never drops a lead without telling someone.
What we'd need from you
Access to where leads arrive, and to your CRM. Your rules for a good fit. Ten replies your best person sent.
It usually comes with
- Proposals built from past work, so a warm lead gets a strong proposal fast.
- Client onboarding, so a new client's first week runs smoothly.
- Marketing reporting, so you see which sources send leads that close.
You become the firm that always calls back first.
Every enquiry hears from you while they're still deciding.
Your version will differ from this one. Working out what yours looks like is what the first conversation is for.
1 conversation. About an hour. Free.
It's with one of our co-founders. It needs no access and no preparation.
A person answers every request, usually within one working day.