The funnel math that makes it real
Take 100 inquiries in a typical month. If you reach 50 percent on day one, book consults with 70 percent of those, see 80 percent show, then retain 60 percent, you end near 30 signed. Raise First day contact percent to 80 percent and everything downstream lifts. The point is not theory. It is simple arithmetic that you can change with process.
Want your own numbers
Get the free Excel workbook: www.lloydsolves.com/gifts/lead-leakage-calculator
Leak 1: time to first contact
Speed to lead is the biggest lever. The firm that makes a same day human connection usually wins the case. The longer you wait, the lower the show rate and the lower the chance you retain.
Fixes
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Hold a four hour response SLA and make it visible
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Triage all channels in one queue for phone, forms, and referrals
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Stand up a simple first touch script that books the consult and confirms the channel
Measure
First day contact percent and average time to first contact
Leak 2: no shows and unowned follow ups
Consults get booked, then life happens. Without clear ownership and a tight follow up rhythm, consults turn into no shows and weeks of drift.
Fixes
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Assign an owner when the lead is created with round robin and practice area routing
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Put a two touch reminder on every consult, one SMS and one email
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Treat missed consults like gold with a short sequence of rebook attempts
Measure
Consults booked, show rate, and number of leads stuck over 24 hours
Leak 3: referrals without feedback
Referrers send cases because they trust you. If they never hear what happened, that trust erodes and future referrals fade.
Fixes
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Capture the referrer source as a required field
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Send an automatic update at key moments, contacted, consulted, signed
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Thank them with a short note and a clean summary when you retain
Measure
Referrals received, time to first contact on referrals, signed from referrals
Benchmarks and SLAs to run the week
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First day contact percent: aim for 70 percent or better
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Response bands: under 4 hours is green, 4 to 24 is yellow, over 24 is red
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Ownership: every lead has a named owner on creation
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Visibility: one dashboard tile for New today, First day contact percent, Avg time to first contact, Consults booked this week, Retainers out, Stuck over 24 hours
Quick wins you can do this week
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Set a four hour response SLA and publish it to the team
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Turn on round robin and practice area routing so ownership is never in doubt
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Close the referral loop with a short, standard update on signed retainers
Work the numbers with the free Excel workbook
The Lead Leakage Calculator is a dynamic spreadsheet that shows current versus target and the revenue impact of better first day contact.
What is inside
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Inputs tab with validations and clear help text
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Scenario picker that auto fills a target or lets you set your own
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Dashboard with current and target counts for Reached, Consults, Shows, Retained, plus revenue and deltas
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Benchmarks and a plain language glossary for quick coaching
Get it here
Download the Excel calculator: www.lloydsolves.com/gifts/lead-leakage-calculator
Watch the breakdown in three minutes
Prefer video first? In this short walkthrough you will see the three leak points, the SLA bands that matter, and the fastest fixes. Then use the workbook to model your lift.
https://www.youtube.com/@lloydsolves2330/videos
Ready to turn your numbers into action
If you want a focused plan for the next two weeks, book an Intake Acceleration Review. We will map your current flow, set a four hour SLA, define ownership, and wire a simple dashboard so you can run the day by the numbers.
Book a call
Schedule your Intake Acceleration Review: https://meetings.hubspot.com/kenny-lloyd/scoping-call
