Start with observable stages
Use stages the team can verify: new enquiry, contacted, assessment booked, proposal sent, agreement reached, installation scheduled and completed. “Hot” and “warm” may describe a feeling but do not explain the work. Keep qualification separate from progress so an unsuitable enquiry does not look like an active opportunity.
Make the next action visible
Every open opportunity needs an owner and a next task. A proposal awaiting a decision might need a call after the homeowner has reviewed it. A measurement request might need a booking confirmation. If no task exists, the stage alone will not move the job forward.
Agree the handoff
Write down what an estimator needs before a visit and what operations needs after agreement. Use only information that is relevant and approved. One person can perform several roles, but each handoff should still have a clear receiving responsibility.
Review the exceptions
Overdue tasks, missing appointment outcomes and unanswered proposals deserve a regular review. Keep lost and disqualified reasons. This makes it possible to see whether enquiries are unsuitable, contact attempts are failing or proposals are stalling.
Begin manually, then automate
Walk through a sample enquiry before building rules. If the team cannot explain the next action manually, automation will amplify the confusion. Add reminders or connected forms only after the process works and someone owns maintenance.
