🔁 Live Lead Follow-Up Process – Harris and Partners
🔑 Core Objective:
Ensure every lead is contacted promptly,
professionally, and thoroughly—maximizing connection, trust, and conversion
through structured communication.
🕐 Lead Handling Discipline
- Contact
all leads within 15–30 minutes of creation.
- If not
reached, schedule a same-day follow-up (2–3 hours later).
- Multiple
call attempts per day are recommended (e.g., morning
and evening) to match client availability.
☎️ Outbound Calling Best Practices
- Always
check the DID (Direct Inward Dialing) number
being used to ensure it aligns with the client’s
region and has a higher connection rate.
- Switch
DIDs if connectivity is low or unanswered
multiple times.
- Be
polite, engaging, and clear in purpose.
📱 SMS & Email Monitoring
- Always
monitor SMS and email responses for each lead in real time.
- Ensure
timely replies to any client messages to maintain momentum and
build trust.
- Update
CRM notes immediately upon receiving a reply or
callback for tracking and visibility.
📅 Day-Wise Lead Contact Timeline (Days 1–5)
DAY 1 – First Attempt + Welcome
- Call +
SMS + Automated Email
- If
unanswered, leave a voicemail.
- Same-day
follow-up must be scheduled.
SMS:
Hi There, This is Rhea from Harris and
Partners. Thank you for your inquiry. Let’s schedule a call to discuss the
details. Please let me know what time suits you best.
Voicemail:
Hi There, I tried calling you now as per the
scheduled time but unfortunately reached your voice message. Kindly call me
back. Regards, Rhea (Harris and Partners)
DAY 2 – Voicemail + Gentle Nudge
SMS:
Hi There, Rhea here from Harris and Partners.
I just called you and got your voicemail. Can we talk for 10–15 mins about your
options and a quote? Please call me back. Thanks.
DAY 3 – Emphasize Options
SMS:
Hello, Rhea here from Harris and Partners. I
tried calling, but missed you. When’s a good time to talk about your options?
Let me know, I’m here to help.
⚠️ Note:
Avoid delays. Keep same-day next attempts consistent and monitored, especially
past Day 3.
DAY 4 – Build Urgency Softly
SMS:
I have tried to reach you a couple of times.
Are you available for a quick call today? If yes, please respond on this text
or you can call on this number. Regards, Rhea from Harris and Partners
DAY 5 – Final Attempt Before Recycle
SMS:
Hi There, I’ve tried to contact you a few
times. Are you free for a quick call today? Let me know via text or call, Rhea
here from Harris and Partners
🗣️ Live Lead (Feeder) Engagement Guidelines
- Feeders
are the first point of contact.
- The
conversation must be:
- Friendly,
empathetic, and non-pushy.
- Focused
on listening and understanding the
client’s situation.
- If the
client has:
- $6,000+
in unsecured debt, and
- Valid
income,
→ Transfer the lead to a counselor.
🧭 Client Scenarios & Expectations
1. Face-to-Face Consultation Request
We can absolutely arrange an in-person
consultation. However, we usually begin with a phone discussion with a licensed
counselor to understand your situation first. If you
choose to proceed, we’ll schedule a meeting at your preferred location.
2. Loan Inquiry
Just to clarify, we’re not a lending agency.
In fact, we often help people avoid high-interest loans and debt traps. Before
deciding, let’s review some federally regulated alternatives that can actually
help you become debt-free.
3. Company Overview (When Asked)
Let me share a bit about Harris and Partners.
We are licensed Insolvency Trustees with over 50 years of experience,
regulated by Innovation, Science and Economic Development Canada.
With 49 locations across Canada, we help clients consolidate all their
unsecured debts into a single, affordable monthly payment—with no
hidden fees or admin charges.
🔁 CRM & Call Handling Notes
- Refresh
leads on hold every 60 seconds.
- Check
if the same DID is producing low response—rotate if needed.
- Monitor
for client responses via email/SMS regularly throughout the day.
- Keep
CRM notes updated for every touchpoint (calls, replies,
voice mails, etc.).