How we respond to leads: message, calendar link, then call

For years, our Thumbtack process was fairly simple. A lead came in, we sent a saved message with our Calendly link, and then we waited for the person to schedule.

The problem was that we were putting another task back on someone who had already raised their hand for help. In our experience, most people searching on Thumbtack have some level of urgency. They have a deadline, a problem they need resolved, or a project they want to get moving. They may also be hearing from several professionals at the same time.

So we changed our process…

We still have service-specific response templates saved for each of our business services. That lets us respond quickly and consistently. The message briefly explains who we are, includes a Calendly link so the customer can choose a convenient time, and tells them that we will also try to call shortly.

Then, whenever possible, we call within the next two to five minutes.

That gives the customer two easy options:

1. Talk for a few minutes now so we can understand what is happening.
2. Use the calendar link to choose a better time for a full discovery call.

The call is not about forcing someone into a sales conversation. It is about showing the lead that their request matters, identifying what is creating the urgency, and making the next step easier.

Sometimes we can have the real conversation right then. Other times, the quick call creates the initial connection and lets us commit to a longer meeting later.

There is research behind this “speed-to-lead” principle. A Harvard Business Review study of online sales inquiries found that businesses attempting contact within an hour were almost seven times as likely to qualify the lead as businesses waiting just one additional hour. The study was not specific to Thumbtack, and it does not prove that a phone call will always outperform a scheduling link. It does reinforce the larger point: online leads can cool off quickly. 

What has worked best for us
is not

call or calendar.
It is

call and calendar.

The template creates speed and consistency. The scheduling link gives the customer control. The phone call creates context and trust.

The objective is not just to be the first professional who responds. It is to be the first one who makes the path forward clear.

How are other pros handling new leads? Are you calling right away, messaging first, or waiting for the customer to schedule?