Fictional sample deliverable
Sample home-services lead-response diagnostic report.
This shows the shape of the $300-$500 diagnostic deliverable: lead-flow map, leak scoring, quick wins, fix backlog, and a go/no-go recommendation for a focused implementation sprint.
Executive summary
The sample team responds quickly when the office sees a new lead, but ownership is unclear when calls are missed or estimates are not accepted on the first attempt.
Highest-value leak
No visible same-day callback owner for missed calls and no standard estimate follow-up sequence.
Likely impact
High-intent service calls can become invisible if the office is busy. Open estimates rely on staff memory.
Recommended next step
Run a 5-day sprint for missed-call recovery, estimate follow-up ownership, and owner visibility.
Go/no-go
Go, if the business can confirm one office owner and the current call, form, estimate, and job-note systems.
Lead-flow map
| Step | Trigger | Owner | Manual action | Failure mode |
|---|---|---|---|---|
| 1 | Web form or inbound call arrives | Office coordinator | Create job or call back | Lead can wait if office is on another call |
| 2 | Call is missed | Unclear | Someone checks voicemail when available | No named same-day callback owner |
| 3 | Estimate sent | Estimator | Staff may follow up manually | No standard second or third follow-up |
| 4 | Job completed | Technician / office | Review ask sometimes sent | Depends on technician or office memory |
| 5 | Owner checks pipeline | Owner | Asks staff what is stuck | Missed calls and stale estimates are not visible in one place |
Scorecard
The lowest scores point to the first workflow worth fixing.
3
First response ownership
Office usually owns new leads, but backup coverage is informal
1
Missed-call recovery
Callback responsibility is not visible in a shared queue
2
Estimate follow-up
Follow-up happens, but timing and count vary by staff member
3
Dispatch handoff
Job notes exist, but exceptions depend on messages
2
Review or repeat-work ask
Review asks happen inconsistently
1
Owner visibility
Owner asks for manual updates
Fix backlog
Priority 1
Missed calls do not always get a same-day owner
Fix candidate: Create missed-call status, owner rule, and daily callback check
30-day metric: 95% of missed calls have a same-day callback owner
Priority 2
Estimates age without a standard follow-up path
Fix candidate: Add day-1, day-3, and day-7 follow-up checklist or reminders
30-day metric: 90% of open estimates have next follow-up date
Priority 3
Owner cannot see stuck leads quickly
Fix candidate: Create a simple weekly stuck-leads view or summary
30-day metric: Owner reviews one list weekly without manual staff update
Recommended sprint scope
Make missed calls and open estimates owned, followed up, and visible without adding another system.
Proposed price in this sample: $1,500-$2,000 assuming the current tools support statuses, reminders, tags, or saved views.
What the buyer can decide
- Do nothing if missed calls are rare and estimates are already followed up.
- DIY if the office coordinator can create the queue and cadence this week.
- Run a fix sprint if the handoff touches multiple tools or people.
- Use monthly ops tune-up only after the first fix proves value.