Lead Intake & Site Visit: the full procedure

Capture every lead consistently and run a site visit that gathers everything needed to quote accurately.

• Applies to: Owner, estimator
• Frequency: Per lead
• Scope: Covers how we take in leads and run the first site visit. Any boundary, permit, or structural questions raised on the visit DEFER to local building code & permits and a licensed pro.

What you need

• Lead intake form/CRM
• Tape measure
• Camera
• Site notes template
• Calendar/scheduler

The procedure, step by step

1. Log the lead immediately — Record every inbound lead in the CRM with name, contact, address, project type, and source as soon as it comes in.
2. Qualify and respond fast — Respond to the lead within our target window, confirm the project scope at a high level, and schedule the site visit.
3. Prepare for the visit — Review the lead notes and bring the intake form, tape, and camera. Confirm the appointment the day before.
4. Walk the project with the customer — At the visit, walk the full scope, listen to what the customer wants, and ask about style, materials, gates, and budget.
5. Measure and photograph the site — Take rough measurements, note slope, access, and obstacles, and photograph existing conditions for the quote.
6. Flag deferral items — Note any permit, setback, boundary, or structural questions and tell the customer these will be confirmed with local code & a licensed pro — don't promise specifics on the spot.
7. Set expectations and next step — Tell the customer when the written estimate will arrive and how we'll follow up, then log the visit notes in the CRM.

Quality check before you finish

• Lead logged in CRM with full contact and source
• Responded within the target window
• Site visit walked with full scope captured
• Rough measurements and site photos taken
• Style, material, gate, and budget preferences recorded
• Permit/boundary/structural items flagged for deferral
• Next step and estimate timing communicated and logged

This is a free, source-anchored standard operating procedure (SOP) you can print and hand to staff. It documents the work sequence for a Fencing & Decks business — not safety or regulatory rulings, which defer to the cited authorities, the applicable code, and your own health-and-safety plan. Open the tool above to print it, toggle ink-saver, or (with a free ToolFluency Business account) edit it to match your own workflow.

Sources

• American Fence Association (AFA) (americanfenceassociation.com)
• North American Deck & Railing Association (NADRA) (nadra.org)
• International Code Council / IRC (iccsafe.org)