Evaluating Your Lead Follow-Up Process: 5 Key Metrics for Roofing Contractors
Are you a roofing contractor who often forgets to follow up with customers? In the roofing industry, the way you follow up with your leads can make or break a client’s decision to hire you. Implementing a strategic follow up process will convert leads into customers while starting a trusting relationship between you and your customers.
5 Key Metrics to Improve your Lead Follow Up Process
1. Response Time
Begin showing customers you care about their business from the start by responding to their leads in a timely manner. We suggest responding to a lead within 24 hours, 12 hours if possible in order to increase the chances of turning your lead into paying customers.
2. Lead Conversion Rates
Begin keeping track or find a software that will keep track of the percentage of your leads that convert into actual roofing jobs. If your conversion rate is low, consider changing your follow up process to be more timely and target communications with potential customers.
3. Customer Acquisition Cost (CAC)
Do you know how much it costs your business to acquire new roofing customers? If not, an essential step converting your leads is to track the number of leads who convert into paying roofing customers. High conversion rates demonstrate that you have an effective follow up process and are targeting the right customers.
4. Lead to Customer Ratio
Be sure to track the ratio of leads who convert into paying customers. This will allow you to understand the effectiveness of your leads efforts and sales process. If you have a small number of leads converting into actual paying customers make sure to look at where you can improve.
5. Customer Lifetime Value
Begin tracking the total revenue you expect to generate from a customer over the course of time they spend with your roofing business. Allow this metric to guide your follow up strategies in order to build long term, trusting relationships with your customers.
FAQ How to Evaluate and Optimize your Process
1. How do I optimize my follow up process?
– Use automation tools in order to send automated responses to quickly turn inquiries into paying customers. Create an ideal response time for your business and make sure you follow it.
2. How do I prioritize what customers to respond to?
-This will be unique for each business, but we recommend sorting leads into different categories based on their needs, e.g. roof repairs or replacement. After that, decide for your business what service you want to prioritize, and personalize follow up communication based on the direction you want your business to follow.
3. How do I track who I have followed up with vs who I need to follow up with?
-Use a CRM software, or a simple spreadsheet in order to continuously track and monitor these metrics. Make sure to regularly review and change your follow up strategy as needed based on data insights.
It’s time to start! Your next step is to evaluate your lead follow up process based on the key metrics we have provided above. Improve conversion rates and satisfy your customers in the competitive roofing environment by focusing on quick responses, personalized communications and increased optimization. Start turning your leads into loyal customers looking for roof replacement services today.