Running the business
Following up, intake, reviews and the administration that happens after hours.
13 pieces
Online booking or phone bookings?
Online booking absorbs the straightforward reservations, which means the calls that remain are the complicated, high-value ones.
Before you switch agencies, check who owns what
Switching is straightforward when your accounts are yours and painful when they are not, and that is settled at setup rather than at the exit.
How to price an end of tenancy clean without guessing
End of tenancy work is priced on condition, not on bedrooms, which is why a number given over the phone before anybody has seen the property is a guess that usually costs the cleaner.
Why cleaning quotes go quiet, and what to do about it
A quote that goes quiet is usually not a no. It is a customer who meant to reply, got distracted, and never had a reason to think about it again.
The first call for a commercial cleaning contract is a different job
A commercial enquiry is a procurement conversation wearing the clothes of a phone call. The caller is checking whether you are credible before they care what you charge.
Large party enquiries are your best calls, and the ones you handle worst
Group bookings are worth a multiple of an ordinary cover, and they almost always arrive by phone because the online widget will not take them.
Reducing no-shows without nagging patients
A patient who wants to cancel and cannot get through becomes a no-show, and that is a phone problem being counted as a behaviour problem.
Should a plumber quote over the phone?
A number given before anybody has seen the job is either too low to honour or too high to win, and there is no way to know which until you arrive.
Why trades quotes go cold
Most quiet quotes were never chased. The customer meant to decide, life happened, and nothing reminded them.
What law firm intake should capture, and what it should not
A caller wants to tell somebody everything immediately. Good intake takes enough to call them back properly and stops before it takes anything that should wait for a conflict check.
Why law firm enquiries go cold
Somebody looking for a solicitor contacts more than one, and the firm that responds first is disproportionately the firm they instruct.
Never let an agency own your accounts
Your domain, hosting, Google Business Profile, analytics, ad accounts and phone number should all be in your name, with the agency holding access you can revoke yourself.
What a monthly marketing report should actually tell you
A useful report says what happened in your units, what it cost, and what could not be measured. The last one is the part almost every report gets wrong.