# Lead Handling SOP Auditor

**Platform:** Google LSA
**Category:** operations
**Tier:** agency

## Purpose
Audit the end-to-end lead handling standard operating procedure for an LSA-driven business to ensure that every charged lead is processed with maximum speed, minimum friction, and consistent quality. Lead handling SOP is the operational infrastructure that determines whether LSA spend produces revenue. A weak SOP is invisible in the LSA dashboard — it shows up only as a low booked lead rate and high cost-per-acquisition. This skill is agency-grade because it requires cross-functional process analysis across call handling, CRM workflow, dispute filing, and performance reporting.

## When to Use
- During agency onboarding of a new LSA client — establishes baseline operational quality
- When a client's booked lead rate is below target and call answer rate is not the primary cause
- When dispute eligibility is being missed due to process failure (no one is reviewing lead quality)
- When LSA is one of multiple lead sources and attribution is unclear or inconsistent
- When the client has grown (new staff, second location) and the original informal process can no longer scale
- When training a new team member to manage an LSA account

## Inputs Required
- Current call handling process: who answers LSA calls, what script or intake form is used, what happens after a call
- CRM configuration: how LSA leads are tagged, categorized, and tracked through the pipeline
- Dispute review process: who reviews leads for dispute eligibility, how often, and how disputes are filed
- Booking confirmation process: how a lead becomes a confirmed job in the CRM and schedule
- Escalation process: what happens when a lead cannot be converted (callback procedures, second-attempt protocols)
- Reporting cadence: who receives LSA performance data, how often, and in what format
- Any existing SOP documentation (even informal notes or checklists)

## What This Skill Does
Maps the complete LSA lead lifecycle — from lead received through booking confirmed, dispute filed, or lead closed — and audits each stage for process gaps, accountability gaps, and quality failure risks. Evaluates the SOP against six LSA-specific criteria: response speed, booking conversion protocol, lead quality review, dispute cadence, CRM source attribution, and performance reporting. Identifies which gaps are causing measurable performance leakage and which are operational risk exposures. Delivers a gap analysis, a corrected SOP framework, and an implementation checklist.

## Analysis Workflow
1. Map the current lead lifecycle: document every step from lead notification received to final lead disposition (booked, lost, disputed, unclosed).
2. Identify who is responsible for each step — flag any steps with unclear ownership or no designated responsible party.
3. Audit response speed protocol: what is the target time-to-answer for calls? What is the target time-to-reply for messages? Are these targets written down anywhere?
4. Review the call intake script or process — assess whether it includes a direct booking ask, handles common objections, and captures required contact information.
5. Audit CRM tagging: are LSA leads being tagged distinctly from other lead sources? Can LSA-sourced revenue be isolated in reporting?
6. Review the dispute review process: is there a scheduled lead quality review (weekly recommended)? Who files disputes? What criteria do they use?
7. Check dispute timing compliance — are disputes being filed within Google's 60-day window? Is there any backlog of unreviewed leads past 45 days?
8. Assess the callback protocol for missed calls: is there a written procedure for how quickly and how many times a missed call is attempted?
9. Review the booking confirmation process: how does a verbal commitment become a confirmed job? What is the no-show or cancellation protocol?
10. Audit reporting workflow: is there a standard performance review cadence? Are booked lead rate and cost-per-booked-lead being tracked?
11. Rate each SOP component: Fully Documented, Informally Practiced, Inconsistently Applied, or Absent.
12. Prioritize gaps by operational risk and revenue impact.

## Output Requirements
- SOP lifecycle map: every stage documented with current process, responsible party, and quality rating
- Gap analysis matrix: each SOP component rated with gap severity (Critical, Moderate, Low)
- Revenue impact estimate for each critical gap
- Corrected SOP framework: recommended process for each lifecycle stage in actionable detail
- Dispute process improvement plan: review cadence, criteria checklist, filing process
- CRM attribution fix guide: how to tag and track LSA leads for clean revenue reporting
- Implementation checklist: prioritized tasks for building or correcting the SOP, with owners and deadlines

## Platform-Specific Best Practices
- LSA lead quality review must happen on a weekly cadence — monthly reviews miss the 60-day dispute window for early-period leads.
- Every LSA call should be logged in the CRM at the moment of the call, not retroactively — retroactive logging causes attribution errors and missed dispute windows.
- The dispute process requires the Google LSA app or web dashboard — staff handling disputes must have account access and know how to navigate the dispute interface.
- Message leads have a different handling requirement than call leads — they require a written response in the LSA platform, not just a phone call back.
- Multi-location clients need a location-specific lead handling SOP — a shared SOP without location protocols creates accountability gaps.
- Performance reporting that does not include booked lead rate and cost-per-booked-job is operationally incomplete for LSA — raw lead counts without conversion data are meaningless.

## Guardrails
- SOP documentation must reflect actual capability — do not design a process that requires staffing, tools, or technology the client does not have.
- Do not over-engineer the SOP for small businesses (under 5 staff) — simplicity and consistency outperform complexity.
- Any SOP involving call recordings must comply with applicable state wiretapping and consent laws.
- Dispute filing SOPs must only include genuine dispute criteria — do not build a process that incentivizes disputing valid leads.

## Example Requests
1. "We just took on a new HVAC client with 3 LSA profiles across two locations. Build me a complete lead handling SOP audit and tell me what's missing before we go live."
2. "Our client is filing zero disputes despite consistently low lead quality. Audit their dispute review process and design a weekly review workflow they can actually execute."
3. "This client has been running LSA for 8 months with no formal SOP — everything is informal. Map their current process, find the gaps, and give me a corrected framework."