During a busy heating or cooling season, a missed call, web form, or estimate can lose its context while the crew is out on jobs. The fix starts with dependable coverage and clear ownership, not an unverified promise that every lead can be answered in a set number of minutes.
01 · Intake
Triage the request before choosing the next step.
Set a simple review rhythm that your team can sustain. At the start of the day, check voicemail and web inquiries from the previous close. Choose one or two more review points that fit your staffing, then finish the day with no new request left without an owner. During a peak, name a primary and backup for each channel.
Missed call
Check the voicemail and call history, note what the person asked for, and assign a callback owner. Route urgent service issues using your existing dispatch or on-call policy.
Web inquiry
Record the requested service, when it arrived, and whether the person asked for a call or another kind of response. Assign someone to review it during a stated coverage window.
After hours
Follow your existing on-call rules for urgent work. Queue other requests for the next staffed review, and make your published business hours clear.
Keep one useful lead record. Capture the request, source, received time, assigned owner, next action, contact preference, consent notes for the intended channel, and outcome. Collect only the personal information the team needs to handle the request.
02 · Owner-managed follow-up
Give each lead a next date—and a clear stopping point.
The schedule below is a proposed starting point for a person to manage. Adjust it for your staffing, the customer’s preferred timing, service urgency, and the quote’s validity. It is not a legal rule or an automated Recoverly IQ schedule.
- Intake day
Review at the next staffed check. Assign an owner and respond to the request through a suitable, permitted channel.
- Next business day
If you have not connected, make one concise check-in where the contact basis and channel allow it. Record the attempt and result.
- Around day four
Consider one final attempt only if it is still appropriate. Then mark the lead active, closed, or waiting on a customer-agreed date.
- When sent
Record the quote date, validity or expiry if applicable, and any check-in date the customer requested.
- About two business days
Check whether the estimate arrived and ask if a line item or option needs clarification.
- Agreed date or day five
Ask whether the customer has a decision or a revised timeline. If there is no reply, update the record and stop or set a later date only when appropriate.
Stop the sequence when the person replies, declines, asks you to stop, chooses another contractor, or the quote is no longer active. Record the result so another team member does not restart the same conversation.
03 · Example wording
Make the follow-up specific and easy to answer.
Name the request and ask one useful question. These are drafts with placeholders, not pre-approved messages. Before sending an email or text that is a commercial electronic message, verify the applicable consent basis and include the required sender details and working unsubscribe mechanism.
Callback or voicemail draft
“Hi [Name], it’s [Your name] from [Company], returning your call about [request]. Is the issue still active, and what would be a helpful next step? You can reach me at [business number].”
Quote email draft
“Hi [Name], I’m checking that you received the [service] estimate we sent on [date]. Is there a line item or option you’d like us to clarify? [Name, Company, contact details, and required unsubscribe instructions where applicable.]”
Fill in real business details, use only a channel that is appropriate for the situation, and review the current requirements before using a draft.
04 · Canada
Check the consent basis for the message you plan to send.
An inquiry or quote does not automatically mean unlimited permission for every future message, purpose, or channel. Before sending an email or text that may be a commercial electronic message, assess whether you have a valid express or implied consent basis for that message. Do not treat a contact record or a purchased list as proof by itself.
- Keep a note of how and when the contact information was collected, what the person asked for, and the basis you are relying on for the intended message.
- For commercial electronic messages where CASL applies, check the consent, identification, and unsubscribe requirements. Honour opt-outs and keep your suppression records current.
- Email and text have different rules from telephone calls. For telemarketing calls, also review the CRTC’s current Unsolicited Telecommunications Rules and any applicable Do Not Call List obligations.
- Check which privacy law applies to your business and the information you handle. PIPEDA and provincial privacy laws can apply differently depending on location, sector, and data flows.
Start with current official guidance
CRTC: CASL requirements and guidance CRTC: CASL frequently asked questions Office of the Privacy Commissioner: e-marketing tips Office of the Privacy Commissioner: provincial privacy laws CRTC: telemarketing obligationsThis guide is general operational information, not legal advice. Requirements depend on the facts, channel, province, and applicable law. Consult the current official resources above—and a qualified professional when needed—for your situation.
05 · Recoverly IQ today
Keep the plan visible. Keep the owner in control.
Recoverly IQ organizes inquiries and unaccepted quotes so an owner can review a follow-up plan and its intended timing. A saved plan is for review; it does not send outreach. Live messaging, appointment booking, and reminder delivery are not available in the current product.