Purpose

To ensure consistent execution of the company's Lead Follow-Up Process, Regional Directors are expected to audit, coach, and reinforce proper procedures on a weekly basis. This supports stronger lead conversion, increased rental performance, and alignment with operational standards.

Policy Overview

Each Regional Director is responsible for conducting a weekly review of Lead activity across their assigned stores, using Business Intelligence (BI) reports and the StorAlly (SSM) system. This policy outlines the Lead Follow-Up process requirements and sets expectations for documenting findings and properly coaching store teams.

Weekly Lead Audit Process

Lead Selection

• Utilize BI and SSM to review a minimum of five (5) Leads per store from the previous week.

• Prioritize Expired, Cancelled, and New Open Leads for selection.

• If a store's conversion rate is below 50%, all Leads from the week must be reviewed.

• Ensure the selected Leads represent a mix of Lead types (phone, web, walk-in, etc.) to provide an overall snapshot of store team performance.

Lead Review Criteria & Policy Adherence

Lead Creation and Timing

• Confirm the date and time the Lead was created.

• Verify the initial follow-up call was completed within 10 minutes of Lead creation.

Follow-Up Cadence

Confirm follow-up activity aligns with the approved cadence:

• • Day 2: One morning call attempt with a voicemail; one afternoon call with no voicemail.

  • Day 3: One morning call with a voicemail; one afternoon call with no voicemail.

  • Day 5: One call, mid-day with voicemail.

  • Day 7: One final call with a detailed voicemail before cancelling the Lead (if no contact has been made).

Notes & Documentation (SSM)

Review all notes entered by the store team to ensure:

• Clear documentation of all attempts to reach the customer.

• Call outcomes and voicemail activity are recorded.

• Email attempts are noted.

• Mention of Merchandise available during the call.

• Appointment commitments with specific date and time for arrival are included.

Policy Adherence Check

Evaluate if the Lead Follow-Up meets all policy expectations:

• Prompt initial outreach.

• During the initial call, did the team prioritize closing the rental over the phone?

• Adherence to Follow-Up cadence until a confirmed move-in date and time is established.

• Accurate, complete, and professional notes are required.

Team Communication & Accountability

Weekly Communication

Incorporate Lead Follow-Up observations and coaching feedback into your weekly team recap:

• Highlight strong performance and recognize team members who followed the process effectively.

• Address missed opportunities by providing effective and constructive feedback.

• Reinforce expectations and policies to drive consistent improvement and compliance.

Accountability

Regional Directors are expected to complete and document this process each week as part of their regular cadence. Spot checks will be conducted to ensure consistency and accuracy. Ongoing non-compliance with Lead Follow-Up procedures will be addressed through performance reviews.