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How the work flows

Every job goes round the same loop. Where does yours get stuck?

From finding the work to the customer who comes back, there are twelve steps. Pick the one that's costing you, and we'll show you where it hurts, what good looks like, and how we'd sort it.

ALWAYS ON · SEE BELOWWin the workDo the workKeep themThe job looptwelve steps · one memory1Find work2Enquiry3Qualify & survey4Quote5Win it6Book & plan7Do the job8Report & sign-offInvoiceGet paid11Aftercare12Repeat & referral

Tap a step · the dotted ring is the work that never stops

Always on

Customer service

Where it hurts
“Messages come at me from WhatsApp, email and Facebook and I lose track.”
“Half my day is people asking when we're turning up.”
What good looks like

Every channel lands in one place, with one memory of each customer, so whoever answers already knows the history.

How we’d do it
  1. “When are you coming?” gets answered from the job record: “Thursday morning, first job.”
  2. A complaint gets a calm first reply drafted, then comes straight to you.
  3. Anything that involves money or a promise waits for you.
Who picks it up
P
Pip
Front of house · calls, WhatsApp, web
H
Herald
CCO · Communications
What it can cost
5 hours a week

An hour a day answering the same few questions.

Time back
£650 a month

About 5 hours a week back to you.

Example figures for a small trade business, not a promise. Your numbers will differ, and working out yours is what the free brief is for.

In the Customer Service departmentThis is me
One conversation, passed along

Nobody asks your customer to start again.

Most tools give you a separate box for each channel and each job. Here, one memory follows the customer. Each part of the job is handed on with the notes attached, the way a good office passes a file across the desk.

Pip · front of house

Answers, whatever the channel

Picks up the call, the WhatsApp, the web chat or the email. Takes the details and the photos, and asks the right questions.

phoneWhatsAppwebsiteemail
Wren · the estimator

Prices it

Works out measurements and materials, applies your rates, and builds a quote they can picture, with options to choose between.

Foreman

Runs the job

Books it, plans the week, keeps the customer posted, and writes up the report from the photos and voice notes.

Tally · back office

Gets you paid

Raises the invoice off the finished job, matches the payment and chases politely. Then Pip picks it up again for aftercare.

One memory. If they ring on Monday and message on Wednesday, it's the same conversation. And you approve anything that sends money or makes a promise.
Always on

And the work that never stops.

Some of the work doesn't belong to one job. It runs all the time, round every job at once.

Found your sticking point?

Tell the desk which one. We'll tell you what it would take, including when the answer is "leave it alone".

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