A homeowner with a leaking pipe calls three plumbers. The first to call back gets the job. It is rarely about price, and it is almost never about who has the best website.
When I audit a service business, the number I look for first is the average time between a missed call and a callback. It is usually somewhere around 43 minutes. By then the customer has booked someone else.
Where the minutes go
- You are on a job and cannot pick up
- The voicemail sits until the evening
- Nobody knows who was meant to call back
What closes the gap
A text that goes out inside 60 seconds of the missed call, asking what they need done. It buys you the time to finish the job and call properly, and the customer knows someone is on it.