StrategyMarketing SystemsHome & trades
Closing the follow-up gap
Home services company
The problem
Enquiries arrived through three channels — website form, Facebook messages, and WhatsApp — with no shared inbox, no reply-time expectation, and no second touch if the first message went unanswered.
The objective
Make sure every enquiry got a reply, a follow-up, and a recorded outcome.
My role
Funnel diagnosis, workflow design, SOP writing, and team training.
Strategy
- Audited the whole funnel and found Awareness was fine — Follow-up was the gap.
- Consolidated the three inboxes into one intake sheet with an owner per day.
- Wrote a three-touch follow-up sequence in the company's own voice.
- Set a simple weekly review so patterns became visible instead of anecdotal.
Work completed
- Lead intake and assignment workflow
- Reply templates for website, Facebook, and WhatsApp enquiries
- Three-touch follow-up sequence with clear stop rules
- SOP document plus a short training walkthrough for the team
Results
- Every enquiry now has a recorded owner, first-reply time, and outcome
- Follow-up happens by default instead of depending on who remembered
- The team can see which channel actually produces work
Tools used
Google SheetsWhatsApp BusinessMeta Business SuiteNotion
What I took from it
The cheapest marketing win is usually answering the people who already raised their hand.