One enquiry, from the advert they saw to the survey in your diary.
There are two things worth separating: what the customer experiences, and what has to be built behind it. Here's both, without the technical tour.
PART ONE — THE CUSTOMER'S JOURNEY
What happens on their side.
A homeowner in York, a Tuesday morning, a 40-year-old roof. Times are illustrative, but the shape is what we build towards.
01 ATTRACT09:38
She sees an advert that matches what she needs.
Not a generic "we do roofing" post. A specific service, in her area, with an offer that makes sense to click.
SERVICE: META ADVERTISING
02 CAPTURE09:41
She enquires in under a minute.
A short form, a call or a DM — whichever she prefers. It lands in one system either way, with the source attached.
SERVICE: LANDING PAGES · CRM
03 RESPOND — THE PART MOST BUSINESSES LOSE09:41
Somebody gets back to her while she's still holding her phone.
Not a "thanks for your enquiry" auto-reply. An actual first message that asks the next sensible question — agreed with you in advance so it sounds like your business.
SERVICE: LEAD FOLLOW-UP · CALL HANDLING
Hi, I'm looking to get a quote for replacing our roof.
Of course — what area is the property in, and is it a full replacement you're after?
FIRST REPLY — ILLUSTRATIVE
04 QUALIFY09:43
The useful details come out in the conversation.
Service, postcode, timescale, rough scope. Enough for you to know whether it's worth the drive before you make it.
SERVICE: LEAD QUALIFICATION
05 BOOK09:44
She's offered two real slots and takes one.
Confirmation and a reminder follow. No eleven-message negotiation about Thursday.
SERVICE: APPOINTMENT BOOKING
06 YOU TAKE OVER
You arrive already knowing the job.
The survey, the advice, the price and the relationship are yours. Nothing about this replaces the part of the job you're actually good at.
14 Survey confirmed — Tuesday 14:30Full roof replacement · York YO24 · 40-year-old covering, winter leak
PART TWO — WHAT YOU SEE
Meanwhile, on your side.
Three views, one system. Open on a phone between jobs or on a laptop on a Sunday evening.
INBOUND CALL — 18:52
THIS WEEK'S DIARY
PART THREE — HOW IT GETS BUILT
Seven steps on our side.
You're involved in the first two and the last one. The middle is our job.
How long does setup take?
It depends on how much is being built. A CRM with response and follow-up is usually live in a couple of weeks. Advertising takes a little longer, mostly because creative and targeting need agreeing first.
How much of my time does it need?
A proper conversation at the start, then sign-off on the messages and questions we write for you. After that, reviews you can keep short.
What if the system doesn't know the answer to something?
It says so and hands over to you rather than guessing. Anything unusual becomes a task with the conversation attached, so you can pick it up with context.
Can I take over a conversation myself?
Any time. Plenty of clients let the system open the conversation and then take over the moment it looks like a job worth having.
Want this mapped out for your business?
Bring how you currently get enquiries and what happens to them. We'll show you where they're being lost.