Mike Andes tells home-service business owners that 70% of first-time quotes get accepted, so speed kills. Respond to customer inquiries in under 10 seconds on live channels. Any delay, whether in estimates or emails, means your competitor wins the job.
Let's talk about what we should be focused on as a working GM. First off, we wanna focus on speed of communication. Getting back to the customer is the number one thing we wanna focus on. 70% of quotes that are received by a home service business, 70% of the first ones get accepted. Meaning you might be focused on so many things like the formatting of the estimate and making sure there's a nice video and all these things and all beautiful. But if you took 5 or 6 days to create the estimate, and other competitors got their quote to the customer faster, there's a high likelihood you are losing jobs simply because your speed of communication. Now that's getting the estimate to the customer, but the same thing is true when it comes to emails, phone calls, text messages. If you're waiting days to respond back to customers, you are 100% losing jobs. So focus on the speed of communication at every single level, whether it be web chat, whether someone's live chatting, whether it be someone answering the phone, as much as possible, right away within 10 seconds, whether it be text messages, whether it be emails. Don't have people sitting for 3 or 4 days before you respond to them. Speed of communication is everything.
