The lead system
Every call and form in one place,
answered at 2am the same as at 2pm.
One system. It picks the lead up, works out how urgent it is, gets you out of bed if it has to, replies to the customer while they are still paying attention, and keeps after the quiet ones so you do not have to.
I share my screen and show you the real product. Nothing to install to watch.
One system, four jobs
Intake, alerting, follow-up and booking are not four products you bolt together. They are one thing that does four jobs, which is why the follow-up knows to stop the second somebody books.
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It catches everything
A phone call to your line, a form on your website, an email to your inbox — all three become one record in one list. You stop checking three places and start checking one.
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It knows what is urgent
Emergency, same-day, or routine, with a plain one-line reason. A gas smell, a burst pipe, no heat with a baby in the house — those get caught by the words the customer actually used.
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It will not let an emergency slide
Email, text and an automated call to your phone, straight away, no waiting. Then again every ten minutes until you tap the link to say you have got it. Three rounds unanswered and it escalates further.
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It replies before they move on
The customer gets an answer within seconds by text or email — not a promise that someone will be in touch eventually. Emergencies get different wording, including basic safety instructions for a suspected gas leak.
The follow-up, and exactly where it stops
Most leads that die do not say no. They just go quiet, and nobody has time to chase them. So the system does it, on a schedule, and deliberately does not run forever.
Leads that go quiet get chased up to three times — after a day, three days, and a week. It stops the moment they book, opt out, or you mark it handled.
- Three attempts and no more. A day, three days, a week — then it stops permanently. It will not still be pestering somebody a month later.
- It re-checks before every single message whether it still ought to send, not just when the chase was first set up.
- Booking stops it immediately. Chasing somebody who has already booked is worse than not chasing at all.
- Opting out stops it for good. Every text carries an opt-out, and someone who replies STOP is suppressed across every future job from that number, not just this one.
- Marking the lead handled stops it. If they text you back, that reply comes straight to you — the system does not answer for you. Mark it handled and the rest of the chase is cancelled.
- It never chases an emergency. Those people already had a phone call from you within minutes.
- It respects the hour. A chase text waits for the morning. Your emergency alerts deliberately do not — those still ring at 3am.
This part ships switched off. It only gets turned on once you have asked for it in writing. Automated texting to customers is regulated, and it is your business name on the message — so that is a decision you make on purpose, not a default we set for you.
Booking, including for the caller with no screen
The easy case is someone on your website. The hard case — the one this was designed around — is a caller on a landline in a kitchen with no smartphone in reach.
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On the call, with the keypad
They pick from three spoken times and the job is booked before they hang up. Works on any phone. Press a key for the full list by text instead if none of the three suit.
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By text, the moment the call ends
A link with the full choice of slots. Survives being ignored for an hour, which a spoken menu does not.
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From the reply to their form
The same link goes in the automatic reply, so a web lead can book themselves without ever speaking to you.
Slots come from rules you set with me: your working hours and days, how long each type of job takes, drive time between jobs, and how many crews you can have out at once. Confirmations and cancellations are handled automatically, and the same slot can never be sold to two people. Emergencies are never offered a booking slot — they get you on the phone.
Worth knowing up front: bookings push out to your calendar, but the system does not read your calendar back. If you block out a Tuesday afternoon in your own phone, the system will not know. To keep time free, book it.
Try it on your own words
This is not a video and not a script. Type the kind of message a customer actually sends you — or paste a real one — and watch what the system makes of it. It has never seen your message before.
Or use an example:
What you see
- One email per lead, already sorted by urgency, with the transcript or message and the reason it was rated the way it was.
- A summary each morning of everything that came in.
- A weekly rundown of what the system handled while you were working.
- A live list you can open on your phone, showing every lead and everything that happened to it, in order, with times.
That last one matters more than it sounds. When a customer says "I called you on Thursday and nobody rang me back", you can look and see exactly what happened and when.
The honest limits
Every one of these is something you would find out in month one anyway. Better you hear it now.
- The line takes a message, it does not hold a conversation. It greets, records, writes down and sorts. It will not answer a customer's question about your pricing or argue about a warranty.
- Sorting is good, not perfect. Safety words are caught by rule every time. The rest is judgement, and judgement is occasionally wrong — so the first week or two deserves your eye on the morning summary.
- Bookings go out to your calendar, not both ways. As above: to block time, book it.
- Phone bookings offer three times aloud. More than three is unusable read down a phone. The full list goes by text.
- Replies come to you, not to the system. When a customer texts back, that lands with you to answer as a person. It does not hold the conversation for you.
Next: the system needs somewhere for web leads to come from, which is what the website build is for. If people are not finding you in the first place, your Google listing is the faster fix. What it costs →
Come and look at it
Thirty minutes on a screen-share. I will run a lead through it in front of you — the alert, the reply, the booking — and you can decide whether it would have saved you a job last month.