The 11 Yeses
Every job is a series of yeses a homeowner gives, in order. Miss one and the job is gone. Here is every one of them, and who gets it.
A homeowner never says yes once. He says yes eleven times. First he answers the phone. Last he tells Google. In between, every yes has to be earned in order, and every yes has an owner.
You
You build the job - the estimate, the crews, the production.
Us
We handle the customer - every conversation, start to finish.
Goal 1 - a signed contract and a deposit collected.
“I'll talk to you.”
Answered in under five minutes. Seven touches before anyone gives up. Tone before script.
“Here's my address.”
The only screen that exists: is the home in your service area, confirmed on the map. Everyone who passes gets booked.
“I'll meet you.”
Two times offered, homeowner picks one. If he asks price, he gets a ballpark and a reason to keep the inspection.
“I'll be there.”
Confirmed the day before. Every decision-maker at the house, not just the one who called.
“Give me the number.”
Priced only after somebody has actually walked the job. Delivered live, face to face. Never mailed cold.
“That's the one.”
The menu gets narrowed with the homeowner until one option is left. One.
“Here's how I'll pay.”
How they're paying is locked before the proposal goes out. Then the one-option proposal goes out.
“Where do I sign?”
E-signature. Deposit invoice fires the moment he signs. Collected same day.
A menu is homework. A decision is a decision. We narrow it with the homeowner until one option is left, and we send only that one.
Steps 5 and 6 are yours. See the full split of responsibility.
Goal 2 - a review, asked for the day the job is done.
“Thanks for the update.”
Start date, arrival windows, delays - he hears it from us first. A change order gets a phone call, then a signature. Nothing sits unanswered.
“I'm happy.”
Job done, final payment in. We ask every customer for a review, happy or not. If something is wrong we fix it first, and we still ask.
“I'll tell Google.”
Anchor, ask, text the link. Quiet? One call, one text. Then we stop.
Compliance
We ask every customer the same way, whether the job went perfectly or not. We never pay for a review, never trade anything for one, and never screen out the bad ones.
Rules of the Road
These aren't goals. They're the standard the work is held to.
- Five minutes to first contact on a new lead, 9am-3pm.
- Sixty minutes to answer any message during business hours.
- No thread left on read - every conversation gets closed out.
- Seven touches before a lead is called dead: three on day one, then twice a day.
- Ballpark only on the phone.
- The estimate sets the price.
- Every decision-maker at the inspection.
- Job finished today means the review is asked for today.
- Stage moved and note written after every single call.