Internal SOP · Team

Handle a New Homeowner Lead

What to do from the moment a homeowner request lands until it is confirmed on a call and sent to the contractor. This is the qualifying call: a real person checks every lead by hand before the contractor ever pays for it.

Runs in: TTS admin sub (Leads Pipeline) Access needed: Opportunities Time: a few minutes per lead

When to use this

A homeowner found a vetted contractor on the site and asked to start a project. The request lands in our back office first, and a real person confirms it before it ever reaches the contractor. That confirmation is the whole job: a real person, a real project, real intent. The contractor only pays for a lead a human has checked, so this call is the promise that protects him.

Claim before you dial

Setting yourself as Owner is how you claim a lead. Do it before you call, not after. If two people open the same New Lead, the owner field is the only thing that tells the other person to leave it alone. Open it, check it is still unassigned, set yourself as owner, then dial.

Part 1

Claim the lead

A homeowner request lands in New Lead first. Your job is to grab it before anyone else and confirm it is real.

  1. 1

    The lead team gets an email the moment a homeowner request hits New Lead. The subject line gives you the city, state, and how long it has been sitting. Open it. A subject like "lead waiting 15 mins" means the reminder is firing because nobody has claimed it yet, so the faster you take it, the sooner the pings stop for everyone.

    Step 1
  2. 2

    Click Claim it and call in the email. This opens the lead's Opportunity in GoHighLevel.

    Step 2
  3. 3

    You land on the Opportunity. Read the project details first: the Leads Pipeline, the New Lead stage, the value and tier, the source, and the tags. Know what the homeowner asked for before you dial.

    Step 3
  4. 4

    Scroll down to the Owner field and set yourself as owner. This is how you claim the lead so two of us do not call the same homeowner. Check that Owner still reads Unassigned before you take it; if someone else is already on it, leave it and grab the next one.

    Step 4
  5. 5

    Click Update to save your claim.

    Step 5
Part 2

Call the homeowner and log it

Reach the homeowner, confirm the project, and write down what you learn. The notes travel to the contractor.

  1. 6

    Click the icon to open the homeowner's contact details, where you can call them and take notes.

    Step 6
  2. 7

    Click the call icon to dial them back through GHL. Always call in the app, never from your personal phone, so the call is recorded on the lead.

    Step 7
  3. 8

    Click the Notes icon.

    Step 8
  4. 9

    Type your notes: a real person, a real project, real intent, and anything the contractor needs to know. This is the paper trail, and the contractor reads it.

    Step 9
  5. 10

    Click Save to save the note.

    Step 10
Part 3

Qualify and send it on

Once you have confirmed the project on a live call, move the lead to Qualified. That move is what sends it to the contractor and starts billing.

  1. 11

    Go to Opportunities and find the homeowner's card in the New Lead column of the Leads Pipeline.

    Step 11
  2. 12

    Drag the card into the Qualified column. Qualified is the trigger: it tags the lead, sends it to the contractor's sub-account with your notes, and starts the contractor's billing. Never drop a card here until you have actually spoken to the homeowner and confirmed the project.

    Step 12

Qualified is the billing moment

Moving a card to Qualified is what sends the lead to the contractor and starts his billing. Never qualify a lead you have not spoken to. If the call says it is a wrong number, a tire-kicker, or not a real project, it does not go to Qualified; it never reaches a contractor and never bills.