Start here
Find the next useful step.
You know your trade. This is a field guide to the customer journey around it. Choose the part you want to understand, then put one idea to work.
01 / Capture
Attract the right inquiries.
Make it clear who you help, what you do, and how a homeowner can take the next step.
Start with one priority service. Connect each inquiry to its original source so your team knows where opportunities begin.
Can we connect each valid inquiry to a source and a requested service?
02 / Convert
Give every lead a next step.
Connect the first response to a real conversation, an appointment, and a clear estimate.
Choose an owner for every new inquiry. Make the next action and appointment details easy for both your team and the homeowner to find.
Who owns the next action after the phone rings or a form arrives?
03 / Recover
Keep good conversations going.
Follow up on open estimates with context, useful answers, and respect for the homeowner’s timing.
An unanswered estimate needs a useful check-in. Agree on when to reconnect, document the answer, and stop when asked.
Which open estimates have an agreed follow-up date and an owner?
04 / Compound
Build on a job well done.
Make reviews, referrals, and the next service a thoughtful part of the customer experience.
Confirm the work is complete, ask for honest feedback, and record the customer’s preferences for future contact. Make the handoff part of your checklist.
What happens after the job is complete, and does the customer know?
A useful next step
Take an idea into your business.
Start with a worksheet, a checklist, or a better question.