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
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
Hold a four hour response SLA and make it visible
Triage all channels in one queue for phone, forms, and referrals
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
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
Assign an owner when the lead is created with round robin and practice area routing
Put a two touch reminder on every consult, one SMS and one email
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
Referrers send cases because they trust you. If they never hear what happened, that trust erodes and future referrals fade.
Fixes
Capture the referrer source as a required field
Send an automatic update at key moments, contacted, consulted, signed
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
First day contact percent: aim for 70 percent or better
Response bands: under 4 hours is green, 4 to 24 is yellow, over 24 is red
Ownership: every lead has a named owner on creation
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
Set a four hour response SLA and publish it to the team
Turn on round robin and practice area routing so ownership is never in doubt
Close the referral loop with a short, standard update on signed retainers
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
Inputs tab with validations and clear help text
Scenario picker that auto fills a target or lets you set your own
Dashboard with current and target counts for Reached, Consults, Shows, Retained, plus revenue and deltas
Benchmarks and a plain language glossary for quick coaching
Get it here
Download the Excel calculator: www.lloydsolves.com/gifts/lead-leakage-calculator
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
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