Free back-office audit

1. When a customer calls while you're on a job, what usually happens?

It goes to voicemailI'll call back… eventually. Someone in the office might catch itIf they're not busy. It routes to a person or systemCalls get answered or logged. Every call is captured and triagedNothing rings unanswered.

2. How quickly do quotes go out after a site visit?

Days — when I get to it Next day, usually Same day On the spot, professionally presented

3. What happens to quotes the customer doesn't answer?

Nothing — they die quietly I might nudge once We follow up manually Automatic follow-up sequence

4. How do you schedule and dispatch jobs?

Memory, texts, and a whiteboard A shared calendar Scheduling software One dispatch board the whole crew sees

5. How do invoices get paid?

Paper invoices; I chase payment Digital invoices, manual follow-up Online payment, some automation Deposits at booking, dunning on autopilot

6. How do you get Google reviews?

We don't ask Occasionally, when I remember We ask most happy customers Automatic request after every paid job

7. When a customer complains or asks for a callback?

It depends who hears about it We handle it, informally Logged and assigned Triaged system: callback, billing, warranty

8. How much admin do you do at the kitchen table?

Most evenings A few nights a week Rarely — systems handle it Never. Evenings are mine.

9. How do you rebook past customers (seasonal work, maintenance)?

We don't, really A postcard or post when I think of it Seasonal outreach, mostly manual Automated rebooking campaigns

10. If your best tech quits tomorrow, does their knowledge leave with them?

Yes — it's all in their head Mostly, with some notes Checklists exist for key jobs Documented checklists, training & onboarding flow

11. Can you see every active job, its crew, and its status right now?

I'd have to make calls Mostly, with some digging Yes, in our software One glance at the dispatch board

12. If you stopped answering the business phone for a week, what breaks first?

Everything. I am the system. Scheduling gets messy fast Little — the team covers Nothing. The system runs itself.

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