Audit your lead handling process to maximize bookings and protect your LSA ranking
How fast and consistently you respond to LSA leads directly affects your responsiveness score — one of Google's top ranking factors. This checklist covers your call routing, message lead handling, lead rating habits, and dispute process. A weak response infrastructure costs you ranking every single day, even when your budget and reviews are strong.
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| # | Checklist Item | Done? |
|---|---|---|
| 1 | Incoming LSA calls are answered live within 5 minutes, or a callback is placed within 5 minutes of a missed call | |
| 2 | After-hours call routing is configured — calls go to an answering service or a designated team member, not voicemail | |
| 3 | Weekend coverage is assigned — a specific person or service handles LSA calls on Saturday and Sunday | |
| 4 | Message leads (if enabled) are responded to within 15 minutes during business hours | |
| 5 | Missed calls have an automatic SMS follow-up sent within 5 minutes (via CRM, Google Voice, or answering service) | |
| 6 | Every lead is rated in the LSA dashboard within 24 hours (Booked, Unable to book, etc.) — unrated leads hurt ranking | |
| 7 | Invalid or out-of-area leads are disputed within 30 days of receipt (the dispute window closes after 30 days) | |
| 8 | Call recordings are reviewed weekly to identify missed leads, poor call handling, or out-of-service-area calls to dispute | |
| 9 | Average response time KPI is tracked weekly (target: under 5 minutes for calls, under 15 minutes for messages) | |
| 10 | All team members who answer LSA calls are trained on the first-call script (trade, service area, timeframe, pricing range) | |
| 11 | Lead disposition process is documented — every person who touches LSA calls knows how to rate leads in the dashboard | |
| 12 | LSA responsiveness score is checked monthly in the dashboard (under Business Settings) and flagged if it drops below "Good" |