Lead Response & Customer Lifecycle
Where small businesses leak leads, from the missed call to the forgotten estimate, and how to plug each leak.
Speed to Lead: How to Respond to New Inquiries in Minutes
Why lead response time matters, what the 2011 HBR study of 2,241 companies found, and how a small service business can reply in minutes, not hours.
6 min read →The Missed Call: After-Hours and Missed-Call Text-Back Plans
How to plan for busy lines, after-hours calls and missed-call text-back, with the FCC and CTIA texting consent and opt-out rules explained.
6 min read →Following Up on Estimates and Quotes Without Being Pushy
A practical guide to estimate follow-up: setting up the quote, a sample cadence, choosing channels, what to say and when to stop.
6 min read →Reactivating Old Leads and Past Customers, Respectfully
How to reconnect with old leads and past customers by email and text while following CAN-SPAM, FCC consent rules and CTIA guidelines.
6 min read →Turning Finished Jobs Into Reviews and Referrals, Within the Rules
How to ask every customer for reviews and referrals under the FTC's Consumer Reviews and Testimonials Rule and Google's review policies.
6 min read →The Customer Lifecycle for Local Service Businesses
The seven stages from first call to repeat business for local service companies, the leak at each stage and what to automate.
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