1. Which of these workflow patterns is most likely costing you money today—without showing up clearly in your reports? (Pick one.)
Losing jobs or paid time bcs customers don’t get answers in time (Pricing expectations, availability, service area, insurance/financing, photos, or “what happens next?”—delays or repeated questions either kill the lead or drain staff time.)
Losing jobs bcs customers can’t reach you in time (missed calls + after-hours + slow speed-to-lead)
Losing jobs after you quote bcs the estimate isn’t sent fast enough or the follow-up isn’t consistent (You send an estimate, but if it goes out late—or there’s no clear next step and timely follow-up—the customer cools off or books a faster competitor.)
Losing efficiency during jobs bcs details get dropped in handoffs (Info lives in texts/calls/tools, so the field arrives missing context, schedules change late, and the office reworks details.)
Cash flow problems bcs invoicing or follow-ups are slow or inconsistent(Work gets completed, but invoices aren’t always sent promptly, reminders feel manual or awkward, and payments arrive later than they should—putting pressure on cash even when jobs are steady.)
Constant firefighting — issues across intake, dispatch, follow-up, and billing (Things technically work, but only because someone is constantly stepping in—chasing details, fixing mistakes, and bridging gaps between people and tools.)
Other
Where do your “standard answers” live (pricing ranges, service area, policies, FAQs)?
In people’s heads (no centralized source)
Paper/printed cheat sheet
Shared doc (Google Doc / Notion / wiki)
CRM/job system templates/snippets
Website FAQ/service pages (we link customers there)
Other
What type of phone services do you use to handle customer queries? (Tick all that apply)
No special setup — calls go to one main line or phone; if missed, they go to voicemail
Basic forwarding — calls go to our main public number; if not answered, they forward to a backup number or another phone
Rings multiple phones (ring group / hunt group / round-robin) — calls ring several people to increase the chances of pickup
Call queue (on hold) — callers can wait for the next available person
Phone menu (IVR) — “Press 1 for scheduling, press 2 for billing…”
Human answers during business hours (receptionist, office staff, dispatcher, owner)
Answering service or call center (24/7 or after-hours) — a live human answers when you’re busy or closed
AI receptionist (24/7 or after-hours) — an automated voice agent answers calls and captures details
Voicemail only (no live answering)
We have missed-call text-back set up
We rarely miss calls during business hours
Other
When a new call or inquiry comes in and no one answers immediately, what usually happens next? (Select all that apply.)
We miss it (voicemail / after-hours), and many never call back
We return some calls, but some get ignored
Other
How soon do you typically return missed calls?
5–15 minutes
within an hour
Same day
Other
Which AI receptionist (or platform) are you using?
What type of website / online tools do you use to handle customer queries?
No special setup — the website is mostly informational; customers must call or email
Website FAQ or service pages — customers can self-serve answers
Basic contact/quote form — customers submit a question or service request; we follow up manually
Structured lead form — the form asks specific questions (service type, urgency, address, photos, etc.)
Online booking or schedule request — customers can request or book appointments online
Human live chat — a person responds during business hours
Rule-based chatbot (24/7) — a decision-tree chat that answers common questions and captures details
AI chatbot (24/7) — an automated chat answers FAQs and collects lead details
Customer messaging via Google Business Profile, Yelp, or social platforms
The information used by these tools is centralized and kept up to date
Other
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