When to use this checklist
Use this when a local-service lead is closed, paused, or reactivation-ready and the team needs a consistent reason code instead of a vague note. It works for missed calls, booking forms, quote requests, marketplace leads, property-manager requests, and stale CRM opportunities.
- Best fit: HVAC, plumbing, roofing, landscaping, cleaning, pest control, appliance repair, restoration, property-maintenance, and other appointment-driven local-service teams.
- Human review rule: only tag a reason that is supported by the actual call, message, CRM note, estimate, or booking status. Do not infer budget, competitor choice, urgency, or customer intent without evidence.
- Stop rule: stop automation on opt-out, wrong number, disputed identity, abusive refusal, legal/privacy issue, emergency/safety concern, or unclear consent. Route those records to owner/manager review instead of reactivation.
Copy/paste lost-lead reason codes
- no_answer_after_cadence: approved touches completed; no response.
- slow_first_response: first human/approved reply missed the target window.
- outside_service_area: address or property is outside the verified service area.
- not_service_fit: request is not a service the business offers.
- price_or_budget_not_fit: customer stated budget/price mismatch or declined the quote.
- schedule_not_fit: requested date, time, or urgency could not be met.
- missing_detail_or_photo: the team could not quote/schedule because needed details were not provided.
- duplicate_or_existing_customer: record duplicates another contact, job, tenant, or property record.
- wrong_number_or_identity_unclear: recipient disputes the request or identity is unclear. Stop automation.
- do_not_contact_or_opt_out: customer requested no more contact. Stop automation.
- won_elsewhere_confirmed: customer confirmed they hired someone else.
- reactivation_candidate: safe to revisit later because no opt-out, wrong-number, legal/privacy, or safety stop rule is present.
CRM fields to add
- Lost reason code: one primary code from the approved list.
- Reason evidence: call note, SMS/email line, form field, quote status, or staff note that supports the code.
- Response timing: first-response time bucket: under 5 minutes, 5–15, 15–60, same day, next day, over 24 hours, unknown.
- Next safe action: none, manager review, add to nurture, reactivation date, send missing-detail request, update website/service page, update intake form.
- Page or process fix: service-area page, pricing/financing page, booking form, photo request, quote follow-up, response SLA, CRM cleanup, staff training.
Weekly lost-lead review questions
- Which three reason codes appeared most often this week?
- How many lost leads had a first response after the target window?
- Which lost leads were caused by missing details, photos, schedule mismatch, or service-area confusion?
- Which website pages, forms, or scripts should be updated before buying more traffic?
- Which records are safe reactivation candidates, and which must stay closed?
AI summary prompt for owner review
Copy/paste prompt:
You are helping a local service business review lost leads. Use only the CRM notes, call summaries, messages, estimates, and timestamps provided. Do not invent a reason a lead was lost, customer budget, competitor choice, consent, diagnosis, price, warranty status, emergency status, or intent. For each record, return: supported lost reason code, evidence quote or note, response timing bucket, next safe action, page/process fix if any, and whether automation must stop. If there is opt-out, wrong number, disputed identity, legal/privacy complaint, abusive refusal, or unclear consent, say STOP AUTOMATION and route to owner review.
Where this fits in the lead-response system
This reason-code workflow supports the lead source tracking spreadsheet, weekly lead response dashboard, wrong-number cleanup checklist, free speed-to-lead swipe file, and Local Lead Rescue System.