Handling a New Lead

Purpose

Every new lead gets a personal reply within 1 business day and is pointed to the ROLL’N location closest to them. Automated emails keep the lead warm, but the personal contact is what converts — the automation never replaces the call.

Procedure

The flow at a glance — full detail in the steps below:

flowchart TD
    A[New lead arrives in HubSpot] --> B[Welcome email goes out automatically]
    B --> C{Did they leave a mobile number?}
    C -- Yes --> D[Call within 1 business day]
    C -- No --> E[Email within 1 business day]
    D --> F{Made contact?}
    E --> F
    F -- No --> G[Log the attempt, set a follow-up task, try again]
    F -- Yes --> H[Stop the automated email sequence]
    H --> I{Near a ROLL'N location?}
    I -- Yes --> J[Offer a test ride or hand to the dealer]
    I -- No --> K[Talk through direct shipping]

1. A new lead arrives in HubSpot from a Meta ad lead form or a website enquiry form. The automatic welcome email goes out immediately — you don’t send this yourself.
2. Open the lead’s contact record and check which state they’re in.
3. Find their closest ROLL’N location using the routing table below.
4. Contact the lead personally within 1 business day. Call if they left a mobile number — it converts far better than email. If there’s no number, reply by email.
5. In that first contact: answer their question, mention their closest location, and offer a test ride if they’re anywhere near one.
6. The moment a lead replies or you speak to them, stop the automated email sequence on their contact record so they don’t get robotic follow-ups mid-conversation.
7. Log the outcome on the contact record (spoke / left voicemail / emailed) and set yourself a follow-up task if they didn’t answer.
8. If the lead belongs with a dealer, send the dealer a short intro email with the lead’s details and let the lead know the dealer will be in touch.

Responsibilities

Notes

Routing table — closest location by state:

• The automated sequence sends: welcome (immediately), quick answers on range/pricing/licensing (day 2), and a gentle nudge (day 5). It stops automatically at day 5 — anything after that is on you.
• Related: Booking a Test Ride (the natural next step for a warm lead).