Where this actually does something.

Answering the phone

Calls that arrive while everyone is working

The people who could answer are the people doing the work. Calls land during a job, during service, or at nine at night, and the ones that go unanswered leave no record at all.

What it does

• Answers every call, states plainly that it is automated, and offers a person at any time
• Answers only from a written set of facts about the business, and hands over rather than guessing
• Collects the details a job actually needs, and reads them back before recording them
• Books into the calendar where the booking system can take it
• Classifies the call so an urgent customer is not queued behind somebody selling you marketing

Following up

The quote nobody chased

Most quotes that go quiet were never refused. The customer meant to reply, got busy, and nothing reminded them. Chasing is the first thing that stops happening in a busy week.

What it does

• Follows up on a schedule, in the business's own name, referencing the specific job
• Stops the moment somebody replies or books, so nobody gets chased after saying yes
• Keeps every enquiry from every source in one place rather than across a phone, an inbox and a notebook
• Flags what has gone cold and what is worth a second attempt

Getting found

Being described correctly by search engines and assistants

A growing share of customers ask an assistant rather than typing a search. If the facts about a business are locked in a PDF or an image, the assistant has nothing to read and describes somebody else.

What it does

• Puts the facts customers ask about into text a machine can actually read
• Adds structured data so search engines and assistants describe the business accurately
• Writes the pages that answer what people search before they call
• Tracks what is being said about the business when somebody asks an assistant

Reputation

Reviews, listings, and the hours being wrong

For most local businesses the map listing is seen more often than the website, and the most expensive error on it is holiday hours nobody updated. Somebody drives to a locked door and writes about it.

What it does

• Keeps hours, address and details consistent across the places people check
• Asks for a review at the moment the work is finished, when the answer is warmest
• Drafts a reply to every review, including the bad ones, for a person to approve
• Flags a listing change nobody at the business made

Back office

The administration that happens after hours

Invoices, supplier email, scheduling and the same four questions from staff. None of it is the work, all of it is done by whoever has least time.

What it does

• Sorts inbound mail into what is a customer, what is a supplier, and what is noise
• Drafts the routine replies for approval rather than sending them
• Chases what is outstanding on a schedule
• Answers internal questions from written procedure rather than from memory

The website

The thing everything else runs on

A site that is slow on a phone, whose form quietly stopped delivering, or whose menu is a PDF, is losing work in ways that produce no error and no complaint.

What it does

• Rebuilds around what customers actually ask rather than around a template
• Monitors that it stays fast, stays up, and that forms still deliver
• Captures the facts about the business that every later agent answers from
• Reports monthly on what changed, and says plainly what could not be measured