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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

Step 2 of 12 · Win the work

Enquiry

Where it hurts
“I can't answer the phone up a ladder.”
“By the time I ring back, they've booked someone else.”
What good looks like

Every call, WhatsApp, web chat and email answered in minutes. Whichever way they come back, the conversation carries on where it left off.

How we’d do it
  1. The phone rings while you're on a job. Front of house answers in your business's name and takes the details and photos.
  2. They follow up on WhatsApp that evening. It's the same memory, so nobody asks them to start again.
  3. You get one line: who, what, where and how urgent.
  4. Anything worth pricing goes to the estimator with the notes attached.
Who picks it up
P
Pip
Front of house · calls, WhatsApp, web
H
Herald
CCO · Communications
Then hands over to → Wren, notes attached
What it can cost
£1,950 a month

Three missed calls a week, where one would have been a £450 job and went to the next name on Google.

Time back
£520 a month

About 4 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 Sales & Marketing 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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