Every customer conversation in one place

Ask most kitchen and bathroom owners where their customer conversations live and you’ll get a long answer.

Some are in the office email. Some are on a designer’s mobile. Some are Facebook comments nobody saw. Some are WhatsApps to a fitter. And some are missed calls from someone who’s already rung twice.

Every one of those is a customer who thinks they’ve told you something.

What we did about it

In my business, every conversation now lands in one app the whole team can see:

• Phone calls ring in the browser, and every call is logged — missed calls first — with who took it.
• Voicemails arrive in the same queue, with a Done button.
• Customer texts can be scheduled, stopped when a customer asks, or held while a job is on hold.
• Facebook Messenger, Facebook comments and Instagram comments arrive in the app, with saved replies.
• New enquiries go into a call queue with a set rhythm of calls, texts and emails, so no lead is left to chance.

Why it matters

Most businesses spend a fortune getting the phone to ring and almost nothing making sure it gets answered, followed up and written down.

When conversations live on personal phones and in personal inboxes, the business doesn’t own its customer relationships. People do. And when they’re off sick, on holiday or gone, so is the history.

Put it all in one place and anyone can pick up where someone else left off. Follow-ups happen on the day they’re due. And quotes stop going quiet because nobody knew whose turn it was.

If your customer conversations are scattered, start there. My free guide, The Messy Middle explains why it matters as you grow — or apply to work with me.