Operational Leak Diagnostic

How much money is your operation leaking right now?

12 scenarios. 5 minutes. Real dollars. Find out exactly where revenue is bleeding out of your business — and what it's costing you every year.

Section 1 of 3

SECTION 01 — LEAD CAPTURE

When the phone rings, what happens?

QUESTION 01

It's Tuesday at 10:47 AM. Three calls come in at once. Your CSR is on call #1. Calls #2 and #3 ring out and go to voicemail. By 4 PM, you check the missed call log — neither one called back.

What happens to those leads in your operation?

Honestly, they probably just went to a competitor We try to call back when we get a chance We have a process — they get a callback the same day They got a text within 60 seconds asking when we can call

QUESTION 02

A homeowner fills out your contact form at 9:14 AM. They're shopping. They just submitted the same form to two of your competitors at the same time.

By 9:19 AM (5 minutes later), where is your response?

We respond when someone in the office gets to it Within an hour usually Within 30 minutes if we're not slammed Auto-response in under 5 minutes, every time

QUESTION 03

It's 7:30 PM on a Saturday. A homeowner's water heater just failed. They search Google, find three plumbers, and start calling.

Where does your business land in that lineup?

They go to voicemail. They book whoever picks up first We have an answering service that takes their info They get an after-hours auto-response with a booking link Automated triage — emergency calls route immediately, non-emergency book online

QUESTION 04

A new lead comes in. They want emergency service. Your dispatcher is on a different call. Your three nearest techs are all booked. The lead's been waiting on hold for 4 minutes.

What does your system do at this moment?

They probably hang up and call someone else We get back to them when we can — usually 15-20 minutes Our system flags emergencies and routes to the next available tech Automated emergency triage — they get an ETA in under 60 seconds

SECTION 02 — ESTIMATES & SALES FLOW

Where do estimates go to die?

QUESTION 05

Your tech finishes a $3,400 estimate on a Wednesday. The customer says "let me think about it." It's now 17 days later.

What's happened with that estimate?

Honestly? Nothing. We moved on to the next job We tried to follow up once, didn't hear back Our CSR has a manual follow-up process Automated 5-touch sequence over 14 days — we know exactly where it stands

QUESTION 06

Your last 50 estimates went out. Some closed, some went silent. You're sitting at your desk on a Sunday afternoon trying to figure out your real close rate.

Can you actually answer that question right now?

Honestly, no idea I have a rough guess — maybe 40-50%? Yes, we track it manually in a spreadsheet Yes, real-time dashboard — I can see it from my phone

QUESTION 07

A customer accepts a $4,200 estimate at 2 PM on Tuesday. Now what happens between "yes" and "scheduled on the calendar"?

Walk through that process in your operation.

Whenever someone in the office gets to it — could be hours, could be tomorrow Manual handoff between sales and dispatch We have a clear process but it depends on people remembering Automated workflow — accepted estimate triggers scheduling, deposit, prep checklist

QUESTION 08

Right now, today, you have to give a number to your operation's lead-to-booked-job conversion rate.

What's the answer?

I genuinely don't know I could ballpark it I know it month-by-month from manual tracking I can pull it up in real-time on a dashboard

SECTION 03 — CUSTOMERS & SYSTEMS

What happens after the job ends?

QUESTION 09

You just finished a $5,800 install. The customer is happy. Two weeks pass.

What did your business do automatically in those two weeks?

Nothing — we're already onto the next job We sent a thank-you when we remembered Manual review request and check-in call Automated post-job sequence — review, satisfaction check, future maintenance reminder

QUESTION 10

You have a customer database. Maybe 800 names, maybe 4,000. They've all paid you before. They all have your information saved somewhere.

Of those past customers — how many have you contacted in the last 90 days?

None. We don't really do reactivation A handful when we have time We have a list we work occasionally Automated reactivation campaigns running 6/12/24-month dormant segments

QUESTION 11

Your best technician — the one you can't afford to lose — quits next month. Maybe family reasons, maybe a competitor offered more.

How many of your operational processes live in their head versus in a system?

Honestly, a lot. We'd be in trouble Some critical pieces, but we'd manage Most stuff is documented but tribal knowledge exists Everything runs through systems — any tech could be replaced without operational impact

QUESTION 12

It's Friday at 5 PM. You're the owner. Your phone has 14 unread texts, 3 voicemails, and 2 customer issues that need your decision before Monday.

How much of your weekend is going to involve work?

Most of it, honestly. This is just my life now A few hours on Sunday night to catch up Some calls Monday morning to clean up None — the system handled what couldn't wait

Almost Done

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Estimated Annual Revenue Leak

walking out of your operation every year