Marking leads as lost

In this article, you'll learn how to mark a lead as lost and record why. A lost lead drops out of the All count on the Leads page, so that number only shows work you're still chasing. The reason you pick stays on the lead, so over time you can see why jobs slip away.

To open your leads:

  1. In the menu, click Leads.

Mark a lead as lost on a computer

  1. On the Leads page, click the lead's row. Its panel opens on the right.
  2. Click Mark lost.
  3. Pick the reason that fits best: Price too high, Went with another company, No response, Not a fit for us, Timing didn't work or Other.
  4. If you want, add a few words in Anything else worth noting (optional).
  5. Click Mark lost to save it, or Cancel to go back without changing anything.

The panel closes, the lead's status changes to Lost, and it drops out of the All tile.

Marking a lead as lost
Note: On a computer, Mark lost doesn't show on a lead that's already been converted to a job, or on one that's already Lost.

Mark a lead as lost on the phone app

  1. Open the menu and tap Leads.
  2. Tap the lead.
  3. Tap Mark lost.
  4. On the Why was it lost? sheet, tap a reason.
  5. If you want, add a note in Anything else.
  6. Tap Mark lost.

What happens to a lost lead

  • Its status is set to Lost, and the reason you picked is saved on it. If you added a note, it's saved along with the reason.
  • Open the lead's panel on a computer and you'll see Lost in red with the reason next to it.
  • It no longer counts in All. If Lost is one of your lead statuses, click its tile at the top of the Leads page to see every lost lead.
  • You can still find it from the All tile by its number. Type the full number, like LEAD-0089, into Filter results.
  • The Leads report counts lost leads in its Lost tile and shows each one's reason in the Became column.
The status tiles across the top of the Leads page
The status tiles across the top of the Leads page

Bring a lost lead back

Did the customer call back after all? Set the lead's status again.

  • On a computer: find the lead, then pick a new status from the Status dropdown in its row. You can also open the lead and click a stage under Move to stage.
  • On the phone app: pick a new status from the lead's Status dropdown in the list, or tap the lead and choose a stage under Move to stage.
Note: The CRM never moves a lost lead on its own. Scheduling or quoting a lead usually moves it forward a stage, but a Lost lead stays Lost until you change it by hand.
Tip: Pick the closest reason even when it isn't perfect, and put the details in the note. When you use the same few reasons every time, the pattern is easier to spot in the report.

Related articles