MOLLY MAID General Operations Manual Copyright 2015, Molly Maid, Inc. Lead Management System is designed to manage all incoming leads and track them until they convert to customer or are no longer valid, which is referred to as a Dead Lead. Your target Phone Conversion Rate is: Call Conversion to Estimate = 80% Call Conversion to One Time Clean = 50% In-Home Estimates You will need to track and report your total In-Home estimates closed vs. performed to ensure your closing effectively. Please report In-Home estimates only and estimates performed in prior months even though they are reported in the current week. For example, one week you may have six estimate closes and only 5 estimates. This is fine because we view estimate close rates over a 13 week rolling average. You can track your estimate closes by shading them green (or any color to indicate closed) on your LMS Estimates Calendar. If a customer closes from a previous week, move that customer to the current week, place them on a day you do not perform estimates and shade the appointment green. For example, put prior week’s closes on Saturday. This will ensure you know it was from a prior week; it was closed and will not interfere with the call centers appointment availability. Page 25 Proprietary and Confidential Information MOLLY MAID has designed and developed an integrated system of forms and procedures that is fundamental to a successful business. It is essential that each item be completed and properly documented. Through extensive testing and refining, the system has been highly simplified and streamlined, yet it is thoroughly comprehensive and creates a clear, up to date and complete record of all activities. When the system is properly maintained, you and the home office can quickly and accurately analyze the current status of your business and identify trends and patterns that warrant special attention. Consequently, any error or omission in these procedures will significantly hinder the manageability of your business. Careful attention must be paid to ensure an accurate analysis. The importance of proper documentation of business activity cannot be stressed enough. The majority of business record keeping is done through the Customer Care system, LMS, and QuickBooks. 6.1 Form Descriptions and Instructions 6.1.1 Tracking Sales Phone Conversion & Estimate Close Phone Conversion Rates Tracking sales conversion, both telephone and internet leads, is a key indicator in your business. It is essential that you use these two systems to track your sales conversion performance.
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