Who Owns This Lead? Sticky Owners and the List of Leads Nobody Called

How do leads get lost between reps?

In a team of three or more, the most common way to lose a lead is not a bad call. It is no call, because each person thought someone else had it. The lead was shared in a group chat, two reps saw it, and both assumed the other would ring. Or one rep called once, got no answer, and the lead never came back to anyone.

The cost shows up as slow follow-up. In the 2011 Harvard Business Review study "The Short Life of Online Sales Leads", firms that tried to contact a web lead within an hour were nearly seven times as likely to qualify it as firms that waited longer. A lead that belongs to everyone is called by nobody within the hour.

Why should a lead keep one owner?

In MAJ Leads, a lead stays with the rep who first got it. Every later call for that lead goes back to the same person. This is on by default, for three reasons:

• The customer hears one voice. The second call picks up where the first left off, instead of starting again.
• The rep has the context. They remember what was asked and what was promised.
• Responsibility is clear. When a lead goes wrong, everyone knows whose it was.

What happens when the owner is busy?

One owner only works if the lead moves on when that owner cannot take it. A rep on another call, at lunch or on leave should not hold a new lead hostage. So the hand-over is automatic:

1. The call is due for the owner, and they are alerted.
2. If they do not pick it up in time (the workspace chooses 5, 10, 15 or 30 minutes; 10 by default), the call goes to a named person, usually a team lead.
3. If that person is not free either, it goes to up to three other free reps, and the first to take it has it.
4. The owner of the business is alerted if the call is still waiting, never sooner than 20 minutes after the first alert, so the team gets the first chance.

How do you see what slipped anyway?

Even with an owner and a hand-over, some leads slip: a wrong outcome tapped in a hurry, a promise to call back that was never booked. The owner needs a short list of exactly those, not a board of hundreds. MAJ Leads keeps three:

• Not contacted. Leads that arrived more than 10 minutes ago, are due, and have had no first call or reply. A lead waiting for tomorrow's opening hour is not counted.
• No next step. Leads someone spoke to, with nothing booked after that conversation.
• Gone quiet. Leads that were contacted, whose next calls are all overdue, and where nothing has happened for 14 days.

When all three are empty, nothing fell through. That is a better daily question for an owner than "how many leads came in".

For how the calls themselves are spaced, read the five-attempt follow-up cadence, and for the hours those calls fall in, see working hours, Fridays and public holidays. The full flow is on how it works, and plans are on the pricing page. MAJ Leads costs AED 249 (Starter), AED 549 (Growth) or AED 999 (Pro) a month, with a 14-day free trial. A card is needed to start, and nothing is charged for 14 days.