What Happens If I Don't Want to Work a Lead?
What Happens If I Don't Want to Work a Lead?
You are never required to take or keep a lead. Here's how to handle it cleanly depending on the situation.
Lead in the Pond You Haven't Claimed Yet
Simple: don't claim it. Unclaimed leads stay in the pond for other agents. There is no obligation to take every lead that appears.
Lead You've Already Claimed but Can't or Don't Want to Work
Return it to the pond. Do this promptly — sitting on a lead you're not working is a policy violation and hurts the lead's chances of converting.
How to return it: See How to Send a Lead Back to the Pond for the exact tag process and steps.
Inbound Call-In Lead During Your Duty Shift
If a call comes in during your shift and you genuinely cannot work the lead (outside your market area, language barrier, capacity issue):
- Be professional on the call — take their basic info if possible
- Let them know you'll make sure someone follows up
- Submit a HelpScout ticket immediately with details so the leads team can reassign
- Do not simply end the call and forget it — every inbound lead needs a handoff
Company Lead That Came In Passively (Not from Duty)
If a company lead was assigned to you and you don't want it, contact your ASM. They can reassign it. Do not let it age in your queue uncommunicated.
Will This Affect My Access to Future Leads?
Returning leads properly: no impact.
Sitting on leads without working them, missing duty shifts, or repeatedly declining without communication: yes, this affects your standing in the leads program. Leads access is a privilege tied to demonstrating you can convert them.