Where Is Your Work Actually Leaking?

Above eighty per cent means your process is genuinely solid and more advertising is probably a better use of money than more process work. Between fifty and eighty is where most small trade businesses sit, and there is usually one specific leak driving the loss rather than general weakness. Below fifty means you are very likely losing more work than you are winning from the enquiries you already generate, which is frustrating but also good news. That work is recoverable without spending another dollar on advertising.

Two reasons. First, being flat out is exactly when you miss the most calls and the most quotes go cold, so the leaks are worst precisely when you cannot see them. Second, work is cyclical: the enquiries you drop this month are the quiet month in three months’ time, and almost nobody connects the two because missed calls leave no trace. Fixing the process while you are busy is what smooths out the quiet periods later. It also means that when you do want to be selective, you are choosing between more jobs rather than taking whatever comes.

It depends on your volume and where the leak actually is. A part-time person answering calls is a real option once you are consistently getting enough enquiries to keep them occupied, and it works well for businesses with a couple of crews. For a sole operator or a small team, the maths rarely works, and the same problem is usually solved for far less with automatic text-back on missed calls, or overflow answering that only triggers when you cannot pick up. Fix the specific leak rather than adding general capacity.

Ask every satisfied customer on the day the job is finished, while they are still pleased with the result, and make it one tap, a direct link to your review page, sent by text. The two things that kill review rates are waiting a week, by which time the goodwill has faded, and making people search for your business themselves. One message on the day, with a working link, will get you far more reviews than a carefully worded email a fortnight later. Never offer anything in exchange, since that breaches platform rules and can get reviews removed.

The phone, without exception. Everything else in the process depends on the enquiry reaching you in the first place, and there is no point improving your quoting speed if a third of the people trying to contact you never get through. Once you are capturing the enquiries, follow-up on quotes is the next cheapest win because those customers already know you and already have your price. Reviews are worth doing but they compound slowly, so they are a longer-term investment rather than a fix.

No. It all runs on your own phone or computer, nothing is sent to us, and there is no sign-up or email required to see the result. Take a screenshot if you want to keep it. The questions ask only about how you run your business, no customer details or job information are requested at any point.