CRM, Sales & Customer Management

1. 1

   Set up the CRM

   Pick one CRM and commit to it. Many service businesses use job software with a built-in CRM, such as Jobber or Housecall Pro, while others use a general CRM like HubSpot. Choose one your whole team will actually open on a phone.

   Set it up under a business email you own and add each user with their own login. Create the few fields you really need, such as lead source, service wanted, address and next step. Connect it to your website forms and phone if it allows, so new leads land in it without retyping.

   • Choose one CRM the team will use daily
   • Set it up under a business‑owned login
   • Add only the fields you need
   • Connect website forms to the CRM
2. 2

   Import and clean data

   Gather your existing contacts from your phone, email, spreadsheets, invoices and old software into one file. Remove duplicates, fix name spellings and put phone numbers and addresses in one format before you import.

   Tag each contact as a past customer, open lead or vendor, and note the last job and date if you know it. Mark who has agreed to receive marketing email, because that consent does not come from a sale alone. A clean start makes every report and follow-up list in the CRM useful from the first day.

   • Collect contacts from every source
   • Remove duplicates and fix formats
   • Tag customers, leads and vendors
   • Record who opted in to marketing email
3. 3

   Stages and pipeline

   Set up a short list of stages that match how a job really moves. A common set is new lead, contacted, estimate scheduled, quote sent, won, lost and completed. Every open lead sits in exactly one stage.

   Move each lead to the next stage the same day something happens. Record why lost leads were lost, such as price, timing or no answer. Once a week, look at the pipeline as a whole. It shows how much work is coming, which quotes need a nudge and where leads tend to get stuck.

   • Create five to seven simple stages
   • Move leads the same day things change
   • Record a reason for every lost lead
   • Review the whole pipeline each week
4. 4

   Lead intake and response

   Answer every new lead as fast as you can, ideally within minutes during business hours. People often contact several businesses at once and hire the first one who responds well. Send an automatic text or email reply right away, then follow with a real call.

   Use the same intake questions every time, such as what they need, where the job is, when they want it done and how they heard about you. Put the answers in the CRM. Track the lead source on every lead so you know which marketing brings in paying work.

   • Set an instant auto-reply for new leads
   • Call new leads back as fast as possible
   • Ask the same intake questions every time
   • Record the lead source for every lead
5. 5

   Qualify and follow up

   Decide early if a lead is a good fit. Check that the job is in your service area, is work you do and fits the customer's timing and budget. Refer poor fits to someone else politely, so your time goes to jobs you can win.

   After you send a quote, set a follow-up task in the CRM for a few days later, then again a week or so after. Many owners never follow up at all, so a polite check-in alone can win work. Ask if they have questions, and keep every message short and helpful.

   • Check area, service and timing fit early
   • Refer poor-fit jobs to someone else
   • Schedule follow-ups for every quote sent
   • Keep follow-ups short and helpful
6. 6

   Close and get paid

   Turn a yes into a signed agreement right away. Send a written quote or contract that lists the work, price, payment terms and what happens if plans change. E-signature tools make this quick from a phone. Have your attorney review your standard contract once.

   Take a deposit if it fits your trade and your state allows it, and check any state rules for contractor deposits. Send the final invoice the day the job is done, with an online payment link. Then mark the job complete in the CRM and ask for a review while the customer is happy.

   • Send a written quote or contract to sign
   • Collect a deposit where it fits and is allowed
   • Invoice the day the job is done
   • Ask for a review when you close the job

General information only, not legal, tax or financial advice. See the Disclaimer.