Why response speed beats almost everything else
Homeowners with a stuck door call the first pros who pick up. If you can reply within five minutes—even by text—you’ll win a disproportionate share of those jobs. The fix isn’t more ad spend; it’s a better follow-up system.
Step 1: Route calls so someone always answers
- Use a ring group (office + dispatcher + on-call lead).
- Add business hours rules; after hours, switch to message leads + text-back.
- Record calls for QA; tag outcomes in your CRM.
Step 2: Missed-call text-back (0–60 seconds)
If you miss the call, send this automatically:
SMS #1 (instant):
“Hi {FirstName}, sorry we just missed you. This is {Company}. Is your garage door stuck open/closed? We can get someone out today. Reply HERE or call {TrackingNumber}.”
If no reply (45 minutes):
“Checking back—do you still need help with your garage door in {City}? We have a {TimeWindow} arrival available today.”
Next morning (if still no reply):
“Just making sure you got help. If not, we can fit you in today or tomorrow. Reply YES and we’ll book it.”
Step 3: Web form & chat leads (book without phone tag)
- Trigger instant SMS + email: “Got it! What’s your address and preferred time window today?”
- Offer a self-book link tied to dispatcher calendar.
- Push the conversation to phone when needed to qualify and confirm pricing.
Step 4: Simple intake script for higher close rates
- “What’s the door doing right now?”
- “Single or double? Insulated?”
- “Opener brand/model?”
- “Any broken springs/cables you can see?”
- “Address and best phone number?”
- “Earliest 2-hour window we can be there is {TimeWindow Today}—want that slot?”
Step 5: Confirmations that stick
- Send booking SMS: “You’re set for {Date} {TimeWindow}. Tech will text when en-route.”
- Attach photo of van and name of tech to build trust.
- Enable on-my-way text from the field app.
Step 6: Track the right KPIs
- Answer rate (goal: >85%)
- Average response time (goal: <5 min for calls/forms/chats)
- Lead-to-book % by channel (LSA, GBP, PPC, Yelp, Organic)
- Recovered missed calls
- No-show rate and reschedules
Step 7: Tool stack that makes it easy
- Call tracking with instant text-back
- CRM/Inbox to centralize SMS, email, calls, forms
- Calendar + dispatch so sales can book live
- Templates for SMS and email
- Dashboard with answer rate and booking rate by channel
Your “5-Minute Rule” checklist
- Ring group active + after-hours rules
- Missed-call text-back (0–60 sec)
- 3-step SMS follow-up (instant, 45 min, next morning)
- Web form auto-SMS + self-book link
- Intake script saved as note template
- Booking SMS + on-my-way automation
- KPI dashboard by channel
CTA: Want us to set this up in your CRM with your exact wording? Book a free plan call »
