Answering every enquiry · CONSTRUCTION AND HOME SERVICES
Answering every enquiry · ESTATE AND LETTING AGENTS
Answering every enquiry · GARAGES AND CAR SERVICING
You miss calls and enquiries, and the work goes elsewhere.
‘I’m up a ladder when the phone rings, and by the time I ring back they’ve booked someone else.’
‘Portal enquiries come in at eight at night, and we answer them at ten the next morning.’
‘When we’re all in the workshop nobody picks up, and they ring the next garage.’
What Changes
The journey for answering every enquiry in a construction and home services business. Today: 1 steps you do and 3 times it waits. With the fix: 1 and 0.
Construction and Home Services: “up a ladder”; survey.
The journey for answering every enquiry in a estate and letting agents business. Today: 1 steps you do and 3 times it waits. With the fix: 1 and 0.
Estate and Letting Agents: portal enquiry; viewing; valuation.
The journey for answering every enquiry in a garages and car servicing business. Today: 1 steps you do and 3 times it waits. With the fix: 1 and 0.
Garages and Car Servicing: “under a car”; booking slot.
Today
- Waiting: The phone rings while you’re on a job.
- Waiting: Voicemail, and most callers don’t leave one.
- You: That evening you ring back the ones you can.
- Waiting: They’ve already booked someone else.
- Steps You Do
- 1
- Times It Waits
- 3
With the Fix
- Runs on its own: A missed call gets a text back within minutes.
- Runs on its own: The enquiry is answered with the basics and a next step.
- Runs on its own: A time is offered from your diary.
- You: Enquiries that look like good work come straight to you.
- Runs on its own: Anyone who goes quiet gets a follow-up.
- Steps You Do
- 1
- Times It Waits
- 0
- Every enquiry, from phone, website, email or portals, lands in one list.
- Each one gets a reply within minutes that answers the basics and offers the next step.
- A missed call gets a text straight back. Out of hours, calls can be answered and details taken.
- Enquiries that look like good work come to you at once.
- Anyone who doesn’t reply gets a follow-up.
Illustrative example. Today: The phone shows [n] missed calls from numbers it doesn’t know. A website enquiry from [day] is still unread. After the fix: “[Name], [job] in [area]. Texted back at [time]. Survey booked for [date].” “[Name] wants a quote for [job]. Looks like good work. Flagged to you.” “[Name] hasn’t replied. Follow-up sent [date].”.
Illustrative. Your business carries your own details.
What It Costs You
What Missed Calls Cost You
An estimate. Before we start, we count your real numbers for a week.
What You Do
Agrees what can be said (areas covered, typical prices, availability) and what must always come to them.
Illustrative example. Today: [n] portal leads since [time], unread. [n] new voicemails on the branch phone. After the fix: “[Name] asked about [property] at [time]. Replied in [n] minutes. Viewing booked for [date], [time].” “Valuation request from [Name] in [area]. Flagged to you.” “[Name] hasn’t confirmed. Follow-up sent [date].”.
Illustrative. Your business carries your own details.
What It Costs You
What Missed Calls Cost You
An estimate. Before we start, we count your real numbers for a week.
What You Do
Agrees what can be said about each property and which enquiries always go straight to a negotiator.
Illustrative example. Today: [n] missed calls on the workshop phone between [time] and [time]. After the fix: “Missed call from [number] at [time]. Text sent: ‘Sorry we missed you. What does your car need?’ Reply: ‘[Make] making a noise from the [area].’ Booked in for [date].”.
Illustrative. Your business carries your own details.
What It Costs You
What Missed Calls Cost You
An estimate. Before we start, we count your real numbers for a week.
What You Do
Agrees what can be said (services, typical prices, free slots) and what must always come to them.
What It Runs On
Your phone number, website form, email and diary.
Agreed Before We Start
Time to first reply, share of enquiries answered, and enquiries that become bookings, before and after.
What We Agree Before We Start
| Measure | Before | After |
|---|---|---|
| Time to first reply | ||
| Share of enquiries answered | ||
| Enquiries that become bookings |
We fill this in with you before any work starts.
Questions Owners Ask
- Will callers know they’re not talking to a person?
- Yes. Callers are always told when they’re speaking to an automated assistant.
- Will it quote prices or promise dates?
- Only the typical prices and availability you’ve approved. It never gives a firm price or commits to a date outside your rules.
- Do we need a new phone number?
- No. It works with your existing number, website form, email and diary.
Read next
Pick One Problem
Tell us which one. We’ll tell you whether we can fix it and how long it takes.