New Job Intake SOP

Purpose. How a raw inquiry becomes a clean lead record in GHL. Rosa Delgado owns intake; sales reps and the answering service follow this same procedure when they take a call directly. Bad intake is the number one cause of downstream mess (wrong address, wrong service line, no callback number), so this SOP is deliberately picky.

Trigger. Any new inquiry: GHL web form, phone call, SMS, Google Business Profile message, referral email, or an overnight message from the answering service.

Timing. First contact within 15 minutes during business hours. Overnight leads get contacted the next morning before 9:30am. Emergencies bypass this SOP entirely; go straight to Emergency Job SOP.

Steps

1. Confirm it is not an emergency. (Owner: whoever answers first.) Active leak, storm strike, fallen tree, or board-up request means stop here and follow Emergency Job SOP. Everything else continues below.
2. Create or find the contact in GHL. (Owner: Rosa.) Search by phone number first, then email. Duplicate contacts break automation and follow-up history. If the contact exists from a past job, add a new opportunity; never reuse the old one.
3. Create the opportunity in New Lead. (Owner: Rosa. Timing: immediately, same touch.) One job, one opportunity. Tag the lead source (Google Ads, Meta, referral, GBP, partnership) exactly as it came in; Jenna and the agency rely on this for attribution.
4. Capture the minimum viable record. (Owner: Rosa.) Required before the opportunity leaves New Lead:

• Full name, best phone, email
• Job address (not just billing address)
• Service line: Roofing Services, Exterior Restoration, Remodeling Services, or Emergency Property Repair
• One-sentence description of the problem in the customer's own words
• How they found us

1. Do the first contact. (Owner: Rosa, or the assigned rep if Marcus has already routed it. Timing: inside the 15-minute window.) Call first, text if no answer, email last. Use ranges only when price comes up; per Pricing and Estimating Rules, nobody quotes firm prices before a site visit or photo review. Roof repairs start at $650; replacements typically run $12,000–$38,000.
2. Move the stage. (Owner: whoever made contact.) Reached them: move to Contacted and hand qualification to the sales side per Lead Qualification. No answer: leave in New Lead with a logged attempt; GHL runs the retry cadence from Lead Handling Process.
3. Attach any photos. (Owner: Rosa.) If the customer texted photos, upload them to CompanyCam under the job address and note in GHL that photos exist. Do not leave photos stranded in a text thread.
4. Referral courtesy step. (Owner: Rosa. Timing: same day.) If the lead came from a realtor, insurance agent, or property manager partner, log the referrer's name on the opportunity and flag Marcus so the partner gets a thank-you.

What good intake looks like

A rep opening the opportunity cold should be able to answer: who, where, which service line, what is wrong, and where they came from, without calling the customer back to ask. If any of those is missing, intake is not done.

Common intake failures

• Guessing the service line. Storm damage siding is Exterior Restoration, not Roofing Services, even if the caller says "roof guy."
• Logging the billing address instead of the job address. Property managers almost always differ.
• Skipping the lead source tag because the caller "didn't remember." Ask twice, then tag your best evidence, and note that it is a guess.

More patterns and fixes live in Common Mistakes.

Related

• Lead Handling Process
• Lead Qualification
• Emergency Job SOP
• Estimate Scheduling SOP
• GoHighLevel CRM Rules