Purpose

Google Local leads are high-intent and time-sensitive. These leads may contact several cleaning companies at the same time.

Our goal is to:

• Respond before competitors.
• Reach the lead quickly.
• Quote during the first completed call whenever possible.
• Ask for the sale and book while the customer is still engaged.
• Convert as many residential leads as possible into recurring service.

Google Local leads take priority over routine, nonurgent office work.

Conversion Goals

• Lead-to-Quote: 85% or higher
• Quote-to-Sale — Recurring: 25% or higher
• Quote-to-Sale — All: 40% or higher

A lead counts as quoted only after actual pricing has been communicated to the customer.

First Five-Minute Workflow

Step 1: Respond Inside Google Local

Goal: Within 1 minute
Maximum: 2 minutes

Immediately send:

Hi [Customer Name], this is [Your Name] with BA House Cleaning. We received your cleaning request and will call you shortly from our main company number.

Rules:

• Keep the message short.
• Do not explain all our services through Google.
• Do not ask multiple questions at once.
• Do not wait for the customer to respond before proceeding.
• Immediately begin entering the lead into MaidCentral.

Step 2: Create the Lead in MaidCentral

Goal: Within 2 minutes
Maximum: 3 minutes

Enter all available information:

• First and last name
• Phone number
• Service address or city, if provided
• Email address, if provided
• Correct scope group
• Information included in the Google request
• Source: Google Local Leads

The source must be entered exactly as Google Local Leads so we can accurately measure our Google Local spending and results.

Click Save Lead Only.

Once saved, the lead will automatically enter the GHL Not Quoted pipeline.

Missing Email

A missing email must not delay the first call.

If an email was not provided:

• Save the lead without the email.
• Apply the Missing Email tag.
• Obtain the email during the sales conversation.
• When obtained, manually add it to both MaidCentral and GHL.

MaidCentral only sends the contact information to GHL when the lead is first created. Contact information added later does not automatically transfer.

Step 3: Call Through GHL

Goal: Within 3 minutes
Maximum: 5 minutes

As soon as the lead appears in GHL, call immediately.

Opening:

Hi [Customer Name], this is [Your Name] with BA House Cleaning. You just contacted us through Google about cleaning in [City]. I wanted to reach you right away. Is now a good time for a few quick questions so I can give you pricing and check availability?

The goal of the first completed call is to:

• Collect the information needed for pricing.
• Provide the quote.
• Offer actual available dates.
• Ask for the booking.
• Complete the booking while the customer is still on the phone whenever possible.

If the address or city was already provided, confirm it briefly instead of asking for it again.

If the First Call Is Unanswered

Immediately:

1. Leave a short voicemail.
2. Send a personalized SMS through GHL.
3. Call again within 10–15 minutes.

GHL SMS:

Hi [Customer Name], this is [Your Name] with BA House Cleaning. I just tried calling about the cleaning request you sent through Google. I can provide pricing and check availability now. Are you available for a quick call?

The lead must remain in Not Quoted until pricing has actually been communicated.

If the Customer Responds Inside Google

Respond promptly inside Google, even if the lead has already been added to GHL.

Rules:

• Keep messages short.
• Ask only one easy question at a time.
• Do not send long paragraphs.
• Move the conversation toward a phone call whenever possible.

Example:

Yes, we can help with that. I’m calling you now from our main BA House Cleaning number so I can collect the remaining information and provide pricing.

If Contact Information Is Missing

If Google did not provide enough information to create the MaidCentral lead, request only what is needed:

What is the best phone number and service address for the quote? Once I have that, I can check pricing and availability right away.

Continue through Google only until enough information is obtained to create the MaidCentral lead and begin communication through GHL.

If the Requested Service Is Not Offered

• Keep the conversation polite and short.
• First determine whether another BA House Cleaning service would meet the customer’s needs.
• Consider options such as Priority Cleaning when appropriate.
• If the request is not a fit, document the requested service and final outcome.
• Use Rate This Lead inside Google to provide accurate feedback when appropriate.

Do not spend excessive time on a request we cannot complete.

Lunch, Breaks and Meeting Coverage

Do not turn off Google Local leads for a normal lunch or short meeting.

There must always be one named team member responsible for Google Local coverage during advertised business hours.

The coverage team member must:

• Respond inside Google.
• Create the lead in MaidCentral.
• Confirm the source is Google Local Leads.
• Begin the initial GHL call and SMS process.

Coverage must be handed off by name and must never be assumed.

Google Local may be paused only when no trained team member can respond for an extended period.

Lead Status and Follow-Up

Not Quoted

The lead remains in Not Quoted when pricing has not yet been communicated.

Creating an estimate internally does not mean the customer was quoted.

Quoted

Once actual pricing has been communicated, the lead moves to Quoted.

If the customer does not book:

• Document the quoted service.
• Document the quoted price.
• Document the requested frequency.
• Document the exact objection or reason they did not book.
• Document any promised follow-up time.
• Allow the usual BA House Cleaning follow-up sequence to continue.
• Do not create a separate duplicate Google Local follow-up sequence.

Booked

When the customer agrees to book:

1. Complete and schedule the booking in MaidCentral.
2. Confirm the source remains Google Local Leads.
3. Confirm GHL automatically moved the opportunity to Booked.
4. Do not move the GHL opportunity manually.
5. Return to the original Google Local lead.
6. Select Mark Booked.
7. Enter the service date, customer name and job type when available.

A lead should only be marked Booked when:

• The customer has agreed to the service.
• An actual service date has been scheduled.
• The job exists in MaidCentral.

A quote, tentative interest, held date or promise to call back is not a booking.

One-Time Google Local Leads

A customer who initially books a one-time cleaning may still become a recurring customer.

Track separately:

• Customers who book recurring service directly.
• Customers who initially book one-time service and later convert to recurring.

Recurring service should be discussed with every appropriate residential lead.

Speed Standards

• Google response: Within 1 minute; maximum 2 minutes
• MaidCentral lead saved: Within 2 minutes; maximum 3 minutes
• First GHL call: Within 3 minutes; maximum 5 minutes
• SMS after missed call: Immediately; maximum 2 minutes after the call
• Second call: Within 10–15 minutes; maximum 20 minutes
• Correct MaidCentral source: 100%
• Booked leads marked Booked in Google: 100%
• Direct booking request made: Every qualified quoted lead

Valid and Invalid Leads

Valid leads must remain included in conversion reporting even if they do not book.

These Are Valid Leads

• The customer did not answer.
• The customer thought the price was too high.
• The customer chose another company.
• The customer was researching prices.
• The customer needed an unavailable date.
• The customer did not respond after receiving the quote.

These May Be Marked Invalid

• Spam
• Duplicate lead
• Clearly unrelated request
• Wrong or disconnected number with no other contact method
• Location outside our configured service area
• Service genuinely not offered

Do not mark a difficult or unresponsive prospect invalid simply to improve conversion numbers.

Current Google Lead-Credit Process

Google reviews lead quality automatically.

A lead may appear as:

• Not charged
• Charged
• In review
• Credited

Use Rate This Lead to provide accurate feedback about poor-quality leads.

Do not promise or assume that BA House Cleaning will receive a credit.

Google does not provide credits solely because the requested job type or geographic location is not serviced. Our service areas and job types must be configured accurately.

Weekly Manager Review

Sales must complete and send the Manager Review Scorecard to the Manager every week.

The weekly review must include:

• Total Google Local leads
• Response-time compliance
• Leads saved correctly in MaidCentral
• Leads with the correct Google Local Leads source
• Leads quoted
• One-time sales
• Recurring sales
• All sales
• Leads marked Booked inside Google
• Lost reasons
• Invalid leads and reasons
• Google Local spending

Weekly Conversion Scorecard

• Lead-to-Quote: Target 85%+
• Quote-to-Sale — Recurring: Target 25%+
• Quote-to-Sale — All: Target 40%+

Manager Audit

The Manager should:

• Compare Google’s lead count with MaidCentral records.
• Confirm all leads use the correct Google Local Leads source.
• Confirm booked leads are marked Booked inside Google.
• Review response times.
• Review the three conversion goals.
• Review lost reasons.
• Review leads marked invalid.
• Review a sample of recorded calls.
• Review leads that were reached but not quoted.
• Review quotes that did not book.
• Review lead charges, credits and in-review leads.

Team Member Quick Checklist

• Respond inside Google within 1 minute.
• Create the lead in MaidCentral within 2 minutes.
• Select Google Local Leads as the source.
• Save the lead even if the email is missing.
• Apply the Missing Email tag when needed.
• Click Save Lead Only.
• Confirm the lead appears in GHL under Not Quoted.
• Call through GHL within 3 minutes.
• If unanswered, leave a voicemail and send an immediate GHL SMS.
• Call again within 10–15 minutes.
• Update a newly obtained email in both MC and GHL.
• Quote and ask for the booking during the first completed call.
• If quoted but not booked, allow the usual follow-up sequence to continue.
• If booked, complete the booking in MaidCentral.
• Confirm GHL automatically moved the opportunity to Booked.
• Manually mark the original Google Local lead Booked.