Customers & Leads

Track your customer pipeline from first contact to loyal recurring clients.

Open CRM to manage leads and customers in one place. New contacts from calls, forms, or SMS/email land in your pipeline when those channels are enabled, so the team can follow up from the same record instead of chasing messages across personal apps.

Work a new lead

When a new lead arrives, open the record and confirm the contact details, property information, service type, and preferred timing. Add a clear status so everyone knows whether the lead needs a call, a quote, a booking, or is already scheduled.

Move a lead to a customer

Update status as a lead becomes a booked client, add notes, and keep contact details current for follow-ups. Keep the same record through the relationship instead of creating a separate customer profile, so history stays together.

Use the timeline for context

Use the list and detail views to see history tied to that person: calls, messages, quotes, and jobs. Before the next conversation, check the last visit, open notes, and pending follow-ups so the customer does not have to repeat themselves.

Keep the list clean

Review the pipeline regularly. Merge or clean duplicate person records, archive inactive quotes, and mark the source of each lead when it is obvious. A clean list makes the AI Copilot and reporting more useful.

What to record after each job

• Job completed and any extras sold.
• Access notes, pet rules, or building instructions.
• Payment status and next expected visit.
• Feedback that should change the service scope or quote.

Note: CRM is included on Starter and higher operations plans.

Define statuses that match your follow-up

Choose only two or three statuses your team can keep honest: New, Quoted or Awaiting decision, Booked, and Recurring. If a status sits unused or means something different to each person, remove it. The point is to make the next action obvious when someone opens the pipeline.

Use a simple follow-up rhythm

Follow up with a new lead on the same day, a quote within two days, and a booked customer after the first visit. Write the next follow-up on the record when you finish the conversation so no lead depends on memory. If a lead goes quiet, keep it visible in the list and close it only after a clear no or after you have asked twice.

Turn job history into better quotes

Before proposing a price or schedule to an existing customer, check the last visit and any scope notes. If the last deep clean ran longer than expected, or the customer added an extra room, use that history to make the next quote more accurate rather than repeating the old estimate.

Handle lead sources consistently

A call, a contact form, a text message, and a referral can all create the same first question: does the customer need a regular visit, a deep clean, or a one-time job? Record the source when it is visible, then qualify the lead with the same set of details: service interest, property, timing, and decision maker. This makes later reporting useful without turning every conversation into a form.

Use quote follow-up as part of the CRM record

When a quote is sent, set the next follow-up on the lead record instead of trusting memory. A useful follow-up asks whether the customer has questions, offers the next available time, and does not pressure or invent urgency. If a customer asks for a specific change, update the quote or the scope note before sending a revised price.

Review a few pipeline numbers weekly

Pick two or three simple numbers to review each week: new leads received, quotes awaiting a decision, and jobs booked. Do not build a complex report. The goal is to catch a bottleneck early, such as a sudden spike in unqualified leads or a quote older than two days, before it becomes a customer service problem.

Schedule the next visit before the job closes

For recurring customers, review the next visit on the job record before the current visit is marked complete. Confirm the date, service, access notes, and any changes the customer mentioned during the visit. A customer is easier to retain when the next booking is agreed while the relationship is fresh, rather than after a gap that requires another marketing reminder.

Keep one owner for every lead

Assign one person to each lead as soon as it enters the pipeline. That person is responsible for the next follow-up and for updating the record after the conversation. Avoid leaving leads in a general queue for days; a named owner makes follow-up visible and prevents two teammates from contacting the same customer with different messages.

Clean the pipeline after no-shows and pauses

When a customer cancels, reschedules, or asks to pause, update the record with the reason and the next expected contact date. Do not leave an old quote or active follow-up that will be reopened by accident. A clean record keeps the team focused on leads that can actually become bookings.

Turn repeat requests into a standing service

When the same customer books weekly, biweekly, or monthly, confirm the frequency on the record and set the next expected visit before the current job closes. Use the history to show the customer the agreed schedule and check whether the scope changed after a renovation, a new pet, or a larger home. A standing arrangement is safer than recreating the same lead every month.

Review recurring revenue with the CRM

Once a month, list customers with an expected next visit and check whether the record still matches the schedule the customer expects. Ask whether any recurring client changed frequency, paused, or moved outside coverage. Update those records before the next job so the team does not discover the change on the customer's doorstep.

Worked example: a follow-up queue

Imagine three leads in the pipeline: a homeowner who asked for a quote two days ago, an Airbnb host who needs a turnover for next week, and a commercial office that asked whether weekly service covers their floor plan. The same-day rules create different next actions: send the homeowner a short follow-up with the quote and next available time, confirm the turnover's access and preferred arrival window, and ask the commercial contact one or two qualifying questions before quoting. Each next action belongs on the record so the queue does not depend on the person who answered the phone.

Use the same lead qualification fields

Record service interest, property type and size, desired frequency, preferred timing, decision-maker role, and the next action after every lead conversation. These fields are enough to schedule or quote without asking the customer to repeat themselves. If the team regularly overlooks a field, put it in the CRM note template before the next lead lands.

Clean the CRM without losing history

• Merge duplicate person records before creating a new quote.
• Archive inactive quotes and mark the reason they were closed.
• Update the source on old leads when a new conversation reveals it.
• Remove test records or mark them clearly so they do not contaminate reporting.
• Record the next expected visit on every recurring customer before closing the current job.

Review the CRM with the field team

Once a month, ask cleaners which customer notes made the visit easier and which jobs still required a phone call for access or scope. Add those missing notes to the CRM and instruct the office to record them after the next visit. The field team is the fastest source of information about whether customer records are ready for the road.