Why leads and appointments get lost between setters, reps, and the office

A homeowner says yes at the door. Three days later nobody can say who was supposed to call them.

What it looks like

A setter books an appointment, but the closer never sees the notes. A rep marks a lead as interested, and nobody follows up. The office learns about a sold job when the customer calls to ask what happens next. Everyone did their part, and the customer still fell through the gap.

Why it happens

Each handoff depends on a person remembering to pass something on. There is no single place that shows who owns a lead, what the next step is, and when it is due. Under pressure, the handoff is the first thing that gets skipped.

Try it: lead handoff check

Where could a lead slip through in your process?

Tap what is true today. Every unticked box is a place a lead can get lost. Nothing is saved or sent.

Every lead has one named owner at all times Setters pass notes the closer can actually read Each appointment has a confirmed time and a backup follow-up A lead marked interested always gets a dated next step The office hears about a sold job the same day Late or unowned leads show up in one list every morning Reps know exactly what to record and where Someone reviews leads that went quiet

0 of 8 in place

Tap what is true to see where leads could slip through.

What fixing it looks like

1. One owner per lead

Every lead has one name next to it at every stage.

2. Define each handoff

Say what must be known before a lead moves from setter to closer to office.

3. Put a date on the next step

A lead with no next date does not get called back.

4. Review what is stuck

Check late and unowned leads every day, in one place.

Start this week

Most lead loss can be reduced with rules and a list, before any software.

1. Trace one lead

Follow a single lead from first knock to booked job and mark every point where it changes hands.

2. Name an owner per stage

At every moment a lead has exactly one person responsible for it.

3. Set the handoff minimum

Decide what must be written down before a lead moves on. Nothing moves with a blank field.

4. Date every next step

A lead without a next date is not being worked. Add a date to each open lead today.

5. Review the late list daily

Ten minutes each morning on leads past their date or without an owner.

A template you can copy

Handoff note

Customer name, address, and best contact.

What they said they want, in their words.

Best time to reach them.

Objections raised and how they were answered.

Next step, who owns it, and the date.

How JG fixes this

JG maps the path from first knock to booked job, finds where leads stall, and sets up clear owners, handoff rules, and one list that shows what is late. The goal is no lead left waiting because nobody knew it was theirs.

See how a first fix works See all the ways JG helps

Want to know where yours is weakest?

Answer 15 short questions. See your score and your weakest spot.

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