Objective

This procedure outlines the appropriate handing all customer leads received through email, chat, text messaging or scheduling platforms are handled with urgency and professionalism by prioritizing live phone contact over email communication during business hours of 8am to 8pm.
 

1. Applicable Lead Sources

This Procedure applies to all leads coming from:
•    Ask Folder of Zyra Talk Camp Digital, or Schedule Engine Leads
•    Gmail LSAs

         - Also used for Hatch cross-referencing
•    Hatch
•    Additional platforms

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2. Handling Leads During Business Hours (8 AM – 8 PM)

If a phone number is provided:
 

✅ Call the customer immediately.
🚫 Do NOT email the customer instead of calling.

Live booking is the goal. Emailing first during business hours when a phone number is available is not permitted.

Please Note: If a customer texts, respect their time. They may only be able to text due to work or personal matters.

     Send the following text template for HATCH: 


Hi, this is [Insert Name] with Frank Gay Services/Integrity Home Solutions. Thank you for reaching out! I'm available to give you a call now, are you free to talk?


If customer wants to resume text messaging, please utilize the approved Text Messaging Templates with the date of 04.2025 – VH, to engage into conversation with the customer. 


Send the following message in Gmail LSAs since customer's most likely will not provide any information, but please follow section 5 for Cross-Referencing: 

 

Good afternoon! I’m [Insert Name]! Thank you for reaching out, I’d love to help. For us to provide a quote we would need to send one of our licensed, certified and insured technicians to do an assessment. Please provide your First and Last name as well as a good number for me to contact you.

 

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Please Note: Once you receive the customer's phone number, CSR must call the customer. 

 

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3. How to call the Customer if they do not have a profile in Service Titan

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DO NOT manually enter the customer’s phone number inside Five9.

• Search the name of Digital Team inside of Frank Gay Service Titan. Then select the Digital Team to go to the customer profile.

 

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• On the profile, go to Contact Methods and select the pencil icon to edit.

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• Then “Add Contact Method” and select “Phone,” to enter the customer’s phone number.

• Once the phone number is added, click on the phone number so you can utilize Click to Dial inside of Service Titan to read it through Five9.
   

Please Note: You must create a New Customer profile if the customer wants to move forward with booking. DO NOT edit Digital Team.
 

• Once the new profile is created or you leave a voice message for the customer, you will delete the phone number you entered inside of the Digital Team customer profile.

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THE ABOVE STEP IS NOT TO BE USED FOR HATCH LEADS. CALL THE CUSTOMER THROUGH THE HATCH SYSTEM!​​

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4. If No Phone Number is Initially Provided

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• You may send an approved email template requesting the customer’s phone number (see Section 2).

• Once a phone number is received:

• Attempt to call the customer immediately during business hours.

• If unable to reach them, proceed with a follow-up email (see Section 6).
   

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5. Cross-Referencing with Hatch

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• If the contact information or customer concern doesn’t match Hatch from the Gmail LSA account: 
   

  • Send an email using the approved template to confirm or collect accurate details.(see Section 2)

  • Upon receiving a phone number, follow the standard call-first procedure. (see Section 3)

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6. Follow-Up Process for Missed Calls
 

• If the phone call is not answered:

  • Leave a voicemail (if possible).
    
    Send a follow-up email using the template below:

 

Hi [Customer Name] this is [Insert Your Name], 

We just attempted to give you a call to finalize your booking with Frank Gay Services/Integrity Home Solutions. When you’re available, please give us a call back at [Phone Number] so we can move forward with scheduling.

We look forward to assisting you!

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7a. Email Communication Exceptions

When a customer schedules through Online Requests with Schedule Engine
 

• Verify the Job Summary before adding the technician.
   

• If the Job Summary is unclear, contact the customer to gather details and update the summary using the template below. This applies to all emails during FGS/IHS business hours.
  
  
  
  
  
  
  
  
  
  
  
  
  
   

 

Customer is / NEW or EXISTING

Called in and Authorized by / ( via Schedule Engine Booking)

Homeowner present / YES / NO

Symptom (Be Detailed) /

Home Age / < 10 y / 10 y + / 20 y + / 30 y +/ Does not Apply

AC Age / 1-4 y / 5-7 / +8 / Does not Apply

Is the System Cooling? YES/NO/Does not  Apply

Date & Time

Was the $39/$89 Assessment Quoted / YES / NO (advised through Schedule Engine)

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7b. Email Communication Exceptions
 

Email templates must be used between 8 PM – 11 PM if live phone contact is not feasible for Zyra Chat, Camp Digital, or Schedule Engine Leads ONLY!

If a customer reaches out after 11 PM and your shift begins at 7 AM, please wait until 8 AM to initiate contact.
 

This ensures we maintain professionalism and respect appropriate contact hours.


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Why This Matters
 

• Ignoring these steps can result in:

• Delayed bookings (sometimes exceeding 24 hours).

• Low conversion rates from leads.

• Decreased customer satisfaction.
   

Calling first during business hours helps secure jobs quickly and effectively.

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Compliance

All CSRs are expected to adhere strictly to this SOP. Continued failure to follow these steps may result in coaching or disciplinary action.