Halverson Tile: How One Inbox Saves Two Kitchens a Month

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Halverson Tile: How One Inbox Saves Two Kitchens a Month

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Marcy Halverson of Halverson Tile and Flooring (Eau Claire, WI) joins to unpack why great installers still lose jobs: the leads are hiding. We rebuild her intake into one inbox, one pipeline, and automatic follow-up so kitchens stop slipping through the cracks. In this episode: Meet Marcy: 11-year-old tile and flooring shop in Eau Claire, four installers, mostly residential kitchens, bathrooms, and mudrooms.The real diagnosis: it's not a follow-up problem, it's a four-places problem — Facebook messages, Marcy's email, website form going to her husband's inbox (checked on Sundays), and a notepad by the register.The cost: 15-20 quote requests a week in spring, and a minimum of two kitchens a month lost because nobody circled back inside a week.Step one is not a CRM — it's collapsing every channel into one inbox so leads stop being invisible.Auto-text on form fill: inside four minutes the lead gets a text from Marcy's business number — "Marcy here from Halverson, I'll have a real number for you within 48 hours."Why speed-to-lead wins the job in the trades before you ever call back.Building the pipeline buckets: New Lead → Quote Sent → Follow-Up Needed → Booked → Done, with cards that move themselves.The 3-day timer: quotes that go quiet auto-move to Follow-Up Needed and auto-send a check-in text — set it once, never remember again. Subscribe: workingsmarter.jgiebz.com Full transcript Eric: So wait, go back. You said there's a notepad by the register? Marcy Halverson: Yeah. There's a notepad by the register. There's my email. There's the Facebook messages. And then there's the form on the website that goes to my husband's email which he checks like... Sundays. Eric: Sundays. Marcy Halverson: Sundays. If the Packers aren't on. Eric: Okay. And how many of those are quote requests in a given week? Ballpark. Marcy Halverson: Oh man. Fifteen? Twenty if it's spring. Everybody wants their kitchen done before Easter and then nobody wants anything done in August. Eric: Right. Marcy Halverson: And I know... I KNOW... we lose at least two kitchens a month. Easy. Just because nobody circled back inside a week. Eric: Two kitchens a month. Marcy Halverson: Minimum. Probably more. The ones that sting are when I run into them at the hardware store and they're like, oh yeah, we ended up going with somebody else, you guys never called back. Eric: Yeah. That one hurts. Marcy Halverson: That one hurts. Eric: Okay so Marcy, before we even get into what to do about it, just... tell people what you actually do. Who you are. Marcy Halverson: Sure. So I'm Marcy, I own Halverson Tile and Flooring. We're out of Eau Claire, Wisconsin. Me and my husband started it about eleven years ago, right after he left the union. We've got four installers now including him, and I do pretty much everything else. Quotes, scheduling, materials, payroll, you name it. Eric: And the work itself, kitchens, bathrooms... Marcy Halverson: Kitchens, bathrooms, we do a lot of mudrooms up here because of the salt and the snow. Some commercial, not a ton. Mostly residential remodels. Eric: Got it. So the work is good. Marcy Halverson: Work is great. Guys are busy. That's not the problem. Eric: The problem is upstream of the work. Marcy Halverson: The problem is the inbox. Three inboxes. And a notepad. Eric: Right. Okay so here's what I want to do. I wanna diagnose this before we fix it, because I think most people in your spot think they have a follow-up problem and they actually don't. Marcy Halverson: Okay. Eric: You don't have a follow-up problem. You have a... everything-lives-in-a-different-place problem. Marcy Halverson: Hm. Eric: Follow-up is downstream of that. You can't follow up on something you can't SEE. Right? If a lead comes into Facebook on Tuesday and you don't look at Facebook till Friday, that lead is already cold, and it has nothing to do with your discipline. It has to do with the fact that the lead is hiding. Marcy Halverson: Oh that's... yeah. That's it. It's not that I'm lazy. It's that I don't know they exist. Eric: You're not lazy. You're on a jobsite for ten hours. The idea that you're gonna come home and go hunt across four places for people who want to give you money, that's insane. Nobody does that. Marcy Halverson: Well I don't. Eric: Nobody does. So step one isn't a CRM. Step one is just... one inbox. All the leads land in one spot. I don't care where they came from. Facebook, website form, somebody texting the business line, somebody emailing you... they all show up in one list. Marcy Halverson: Okay. Eric: And that's actually the thing that we solved for our agency a couple years ago, and it's the same thing we end up setting up for most of the trades people we work with. We run everything on an all-in-one ops platform. Lead capture, texting, email, pipeline, calendars, invoices, all of it in one window. Marcy Halverson: One window. Eric: One window. One tab. So when a form fills out on your website, it doesn't ...

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