Incoming leads come through a call, a text, or a web form. The front desk is where they land first, and Fieldpost is where you handle them. You’ll spend most of your day in it.
Your job is to screen new leads and convert qualified ones into Requests. Once it becomes a Request, the sales team takes it from there. These are the stages a customer moves through:
Who’s who: Matt (Owner) · Alice (Office Manager) · Graham (Sales Manager) · Michael (Project Manager) · Owen (Fieldpost Developer)
Start here every morning. Pending Requests, open quotes, active jobs, money to collect, and today’s jobs.
Where the texts live. Keep Needs Response empty. Photos customers text show right in the thread.
People who filled out the form on our website. Call first. A real voice wins the job more often than a text.
The estimate visits, the thing you make most. Customer, service address, description, and type.
Everyone we’ve ever worked with or quoted. Search by phone first; two records for one person makes a mess later.
The price, sent to the customer by text. Opened means they looked. An honest no is better than a maybe that never ends.
The whole board at once, from Leads to Paid. The fastest way to answer “what’s going on with the Johnsons?”
Finished work, and the bills that go with it. Send SMS texts the bill; Ask how we did texts a star rating.
Source: Front Desk Handbook, section 3 (Ballwin Tree Service front desk, last two months). About 86 of every 100 Requests start with a phone call or a text; about 14 come from the website form.
If you remember one page of this book, make it this one.
The app never sends a text on its own. If a customer got a message from us, a person pressed send.
Always search before you make a customer. Phone number first.
Always check the city on an address. Ballwin, Manchester, and Wildwood share street names.
Always send a new storm or emergency straight to Graham. Then write it up.
Always end the day with Needs Response empty. Reply, or tap Done if it truly needs no answer.
These four recipes cover almost every day. Each one is a short list of taps.
A Job is made the moment a quote is accepted.
Get your 6-digit PIN and log in. Open Inbox; if you see “Get notified when a customer texts,” tap Turn on notifications.
Work Needs Response with someone checking your replies. Make your first Requests. Call every new web lead.
End each day with Needs Response empty.