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1. Confirm the person and requested service
Open Leads, find the person by name, and inspect the Services shown on the list. Open the record and choose Details. Read the contact, assignment and status fields before reaching out.
Keep missing fields visible in your notes. A blank value or N/A is something to clarify, not a reason to fill in a likely answer. The example shows a test lead with Pending status and several missing fields.
2. Read the questionnaire’s response state
Choose Questionnaire. Check its status before reading the questions. In the pictured example, Not yet answered appears above lists of possible choices.
Those choices are the form’s options. They do not mean the client selected every option, owns an entity, has overdue books or paid a particular amount of tax. Record an answer only when the record actually identifies it as the client’s response.
3. Separate known facts from open questions
Known: Maya requested bookkeeping help.
Unknown: which months need attention, whether records are available, and what filing work is included.
First question: “Which months would you like brought up to date, and what records do you already have?”
Begin with the requested service. Ask about the missing fact that changes the scope or timing of the work. You can discuss filing status or other tax details when they become relevant; you do not need to collect every possible detail in the opening message.
4. Choose one clear next step
Check Jobs for existing work and Documents for relevant files before asking the client to repeat information. Then choose a short message, a call or an appointment based on the conversation you need.
Close your preparation note with a proposed next step, such as a 30-minute discovery conversation. Keep it a proposal until the client agrees and the meeting is actually booked.
Common questions
Does a displayed questionnaire option mean the client selected it?
No. Read the response state and the actual recorded answer. A Not yet answered form can still display all of its possible choices.
What should I ask first?
Confirm the requested work, then ask the missing detail that most affects its scope or timing. For bookkeeping, that may be the months involved and the records available.
Should I request the same documents again?
Check the lead’s Documents tab first. Ask only for the relevant information that is still missing.
Learn more
Message a client and follow up clearly
Use actual message controls with a complete first-message and follow-up example.
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Prepare for a platform call
Find the calling controls and prepare a practical three-question agenda.
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Prepare and review a client appointment
Review each booking step, including title and attendee validation, time and timezone.
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