While we aim to send you top quality customer traffic every time, we're not going to lie and tell you it's perfect every time. So, how do you know when you're owed a credit from us? We've set up a robust and easy way to know when you should put in a request for a credit.
Valid Calls
eLocal defines a valid call to your business as meeting the following criteria:
- A call in your service area
- A call for your category of service
- A call from a new potential customer
- A call that meets the minimum duration of your program (if applicable)
- A call that goes unanswered, receives a busy signal, reaches a voicemail, or the caller is told they will be called back
Valid Leads
eLocal defines a valid lead in your inbox as meeting the following criteria:
- A lead in your service area
- A lead for your category of service
- A lead from a new potential customer
- A lead with valid contact information for the customer
Invalid Calls
eLocal defines an invalid call to your business as any of the following:
- A wrong number
- A job seeker
- A call from outside your service area
- A call that is outside of your category
- A call that does not meet the minimum duration if your program (if applicable)
Invalid Leads
eLocal defines an invalid lead in your inbox as any of the following:
- A lead from outside your service area
- A lead for a service you don't provide
- A lead without valid contact information
- A lead from a repeat customer
Valid vs Invalid FAQs
What if a customer calls just to get an estimate?
If eLocal sends you a customer looking for a job estimate, that's a valid call or lead. If you'd like help converting such calls or leads, see our guide here.
What if the customer makes an appointment with me but later cancels it?
If an appointment is booked, that call or lead is considered valid, whether or not the appointment is later cancelled or a no-show. We aim to help you have success with every call or lead that comes in, so don't hesitate to review our resources and give us a call to discuss how to close deals with customers.
What if I'm not able to accommodate the customer's desired schedule for an appointment or job?
That is a valid call or lead.
I'm a lawyer, what if someone who already has representation calls me?
If a potential client contacts you and currently already has a lawyer, that's grounds for a credit and you should request one within 4 days of the call. If a potential client previously had a lawyer for this case but no longer does, that would be a valid call or lead.
I'm in a medical category but I don't accept the patient's insurance.
That's a valid lead or call.
What if the caller is offensive, abusive, or combative on the phone?
If a customer is using abusive or offensive language on the phone with you, you can request a credit. We don't tolerate abusive or offensive language from customers or advertisers.
I'm an appliance repair tech and someone called asking me to repair something under warranty.
You are not required to take customers asking you to honor a warranty. You can request a credit for this call or lead.
I'm a lawyer and a potential client cannot afford my rates.
If a potential client reaches out to you requesting pro bono services (for anything other than injury cases) then you can request a credit. However, if the potential client did not request pro bono services but cannot afford your fees, that is a valid call or lead.
Ultimately, every industry is different and we have specific requirements for valid calls and leads for each category. If you have a specific question regarding whether or not you're able to get a credit for a call or lead, feel free to reach out to us any time at (610) 629-6449
