What is a Hot Lead?

In Lace, a Hot Lead is identified when a qualified call occurs but the customer does not book an appointment.

You’ll see these leads marked with the fire icon in the Calls tab.

This indicates a potential revenue opportunity that may still be recoverable with a quick follow-up call.

Because the customer has already shown interest, these leads often convert at a high rate if contacted quickly.

Understanding Second Chance Lead Status

Lace tracks what happens after a Hot Lead is identified.

Using filters in the Calls tab, you can see the status of these follow-ups.

Hot Lead (Fire Icon)

This means a qualified call occurred but the appointment was not booked.
These leads should be prioritized for follow-up.

Has Follow-Up

This indicates your team attempted to call the customer back, but the appointment is still not booked.

These may still be recoverable if additional outreach is made.

Booking Detected

This means the customer was successfully booked after a follow-up call.

These are examples of recovered revenue opportunities.

The Second Chance Lead Process

Recovering lost leads should be simple and fast.

The goal is to act quickly before the customer contacts another company.

Step 1: Identify the Lead

Use the Hot Lead filter in the Calls tab to quickly find qualified calls that did not book.

Many teams keep this filter open throughout the day so they can respond immediately when a new opportunity appears.

Step 2: Review the Call

Before calling the customer back, quickly review the call details to understand:

• Why the customer called

• What objection or concern came up

• What may have prevented the booking

This allows the follow-up call to address the customer’s concerns directly.

Step 3: Call the Customer Back Quickly

Speed is critical when recovering lost leads.

The most successful teams call the customer back within 5–15 minutes of the original conversation.

Waiting too long dramatically reduces the chances of recovering the opportunity because the customer may contact another provider.

Step 4: Re-Engage the Customer

During the follow-up call, the goal is to rebuild confidence and move the conversation toward scheduling service.

Focus on:

• Reinforcing the value of your service

• Addressing the concern that prevented booking

• Helping the customer feel confident about scheduling

Even small adjustments in the conversation can turn a missed opportunity into a booked job.

Why Second Chance Leads Matter

Every qualified call represents customer demand your business has already paid to generate.

Recovering even a small percentage of these calls can have a meaningful impact on revenue.

Some Lace customers have recovered significant revenue simply by acting on unbooked lead notifications and following up quickly.

By making Second Chance Leads part of your daily workflow, your team can turn missed opportunities into additional bookings.