Aim to acknowledge it quickly
You do not need to drop a live job, but you do need to know that a new enquiry arrived. Enable email and browser push alerts on the devices you actually carry.
Use the first call to qualify, not to sell hard
Confirm the person, the service and the best callback number. If you cannot speak properly, set a reminder and tell them when you will call back. A clear expectation is better than an unanswered number.
Measure the hand-off
Use New and Called to see what is waiting, Booked to see committed work, and Done to record the result. Teams can use first-response reporting to spot where enquiries are waiting too long.
Make sure you notice the enquiry
Choose one or two devices where alerts are useful and enable browser notifications if the browser and device support them. Keep email alerts available as another record. Alerts depend on device permissions and connection, so check the dashboard when you begin and finish work rather than relying on a single notification.
Return the call when you can give it attention
A rushed call from a noisy van may not help either side. If you are driving, operating equipment or in the middle of a customer’s job, wait until you can speak safely. Where appropriate, send a short acknowledgement and give a time you can realistically call.
Use the first conversation to agree a next step
Confirm the service needed, location and best callback number. If you can quote straight away, explain what you still need to know. If a site visit is useful, agree a time and add it to the calendar. If the customer needs time, set a reminder rather than expecting yourself to remember.
Review the wait, not just the total
At the end of the day, look for New enquiries that have not had a call attempt and Called leads with a reminder due. For teams, clear ownership matters: each lead should have somebody responsible for the next contact, even when the first person is unavailable.
A quick checklist
- Enable alerts on a device you check during the working day.
- Call when it is safe and you can listen properly.
- Agree a clear next step before ending the conversation.
- Set a reminder if another contact is needed.