Managing Leads on Online Platforms

This guide outlines how to manage leads across Yelp, Nextdoor, Google, Facebook, Online Bookings, and Lead Forms to ensure consistent follow-up, entry into MaidCentral, and increased conversion.

💡 General Guidelines for All Platforms

• Make it personal: Use the lead’s name and include a friendly greeting (e.g., “Good morning, Alex!”).
• Acknowledge: What they’re looking for (e.g., deep cleaning, move-out) and when they need it.
• Prompt a call: Ask when is a good time to call and mention you want to apply current specials.
• Create urgency: Let them know spots are limited and booking quickly ensures availability.
• Always: Enter the lead into MaidCentral right away.
• Never send a quote before speaking with the lead — build rapport first.

📍 Yelp Leads

• Arrive via Yelp messages and email alerts to the main email.
• Respond immediately through the Yelp platform.
• Enter the lead into MaidCentral.
• If no phone/email is provided, enter their name as: FirstName (yelp)
• Do not send a quote until you’ve spoken to them.
• Check daily to ensure all Yelp leads are in MaidCentral.

🏘️ Nextdoor Leads

• Arrive via Nextdoor messages and alerts to the shared email.
• Respond to all new messages immediately and try to call first.
• Enter them into MaidCentral.
• Use FirstName (nextdoor) if no contact info is given.
• Do not quote until contact is made.
• Review all Nextdoor leads daily to ensure they’re in the CRM.

🔍 Google Leads

• You’ll hear “Call from Google” or see texts through the Google platform.
• Enter the lead into MaidCentral using: Name – Your Initials
• Add detailed notes on what the customer wanted and outcome.

  • If booked: Mark as booked and list the service type.

  • If not booked: Note reason why.

  • If invalid: Add notes and dispute the lead.

    • Use format: Name – Your Initials (disputed)

• If a missed call, always call back and send a Quick Lead Response via Missive.
• Use abbreviations in notes:

• • T = Texted

  • Q = Quoted

  • L = Lost

  • NR = Non-Responsive

📘 Facebook Leads

• Come through as messages on Facebook.
• Respond in Facebook AND enter lead into MaidCentral.
• Do not quote before calling.
• On Fridays, review the inbox and ensure all are added to MaidCentral.

🌐 Online Bookings (From Website)

• These leads already appear in MaidCentral after customer books online.
• Review the booking details:
  • Check square footage, beds, baths using the address.
  • Call/text to verify and confirm everything.
• If the customer chose a frequency other than every 1 or 2 weeks — try to upsell to recurring.
• Confirm that Customer Guidelines are signed.
• Once verified, proceed with confirmation scheduling as usual.

📝 Lead Forms & “Request a Quote” Submissions

• Appear in MaidCentral AND are emailed to the team.
• Tag yourself on the lead and begin working it immediately.
• Call right away. If no answer:
  • Leave a voicemail.

  • Follow up with a text message.

• Send a custom quote with a special offer (after contact is made).
• Goal: Call every lead the same day it comes in and move toward scheduling!