Sticky Notes to Signed Jobs: A Tile Contractor Stops the Lead Leak omslagsbild

Sticky Notes to Signed Jobs: A Tile Contractor Stops the Lead Leak

Sticky Notes to Signed Jobs: A Tile Contractor Stops the Lead Leak

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Marisol runs Trevino Tile and Stone in San Antonio — five people, eleven years, backsplashes and shower surrounds. The phone rings plenty; the problem is what happens between the ring and the quote. Here's how she plugged the leak without forcing her installers onto software. In this episode: The sticky-note system: yellow (or pink) notes fringing the office monitor, pulled "whenever I remember" — usually too lateWhy whoever quotes first wins in tile, stone, and small remodel workWhere Trevino's leads actually come from: Nextdoor, yard signs, and designer word-of-mouth — almost nothing from GoogleTwo abandoned CRMs and the real reason they failed: installers with glue on their hands were never going to tap on a phoneReframing the fix: it's a follow-up problem, not a project management problemAuto-logging every inbound call — answered or missed — before the sticky note gets writtenThe missed-call text-back that had a customer sending kitchen photos and dimensions by 8:15 a.m.Automated quote follow-up so proposals stop dying on the vine after day one Subscribe: workingsmarter.jgiebz.com Full transcript Eric: So walk me through it — the sticky note thing. Like, literally a sticky note? Marisol Trevino: Literally. Yellow ones. Sometimes pink if we run out. My office helper, bless her, she answers the phone, writes the name and the number and what they want, and then she sticks it on the edge of her monitor. Eric: On the monitor. Marisol Trevino: On the monitor. And by the end of a good week there's like a little fringe of them, and I'm supposed to come through and pull the ones I've quoted. Eric: And how often does that pulling actually happen? Marisol Trevino: Whenever I remember. Which is the whole problem, right? I'll get to a lead on Thursday that called us Monday morning, and by then the lady already had two other guys out to measure. Eric: Right. And in your world, whoever quotes first — Marisol Trevino: Whoever quotes first, usually wins. Or at least gets the shot. Tile and stone, backsplash work, small remodels — people are ready. They've been staring at their kitchen for six months and they finally called somebody. They're not gonna wait four days for me to feel like doing paperwork. Eric: Okay, before we go further — tell folks what you actually do. Like, the shape of the business. Marisol Trevino: Yeah. So I'm Marisol, I run Trevino Tile and Stone out of San Antonio. Five of us. Me, an office person part-time, and three installers. We do backsplashes, shower surrounds, some floor work, a little bit of outdoor patio stuff. Been at it eleven years. Eric: Eleven years, that's real. Marisol Trevino: Real enough that my knees know it. Eric: And where's the work coming in from? Because that matters for what we're gonna talk about. Marisol Trevino: Mostly Nextdoor. Some yard signs — we do a nice sign, people notice. A little bit of word of mouth from designers. Almost nothing from Google, honestly. I know I should care about that. I don't. Eric: That's fine. That's actually kind of the point. You've got a working top of the funnel. Marisol Trevino: The phone rings. Eric: The phone rings. That's the hard part and you already solved it. So the leak isn't at the top. Marisol Trevino: No. The leak is between the phone ringing and me actually sending a number. Eric: And you have a guess at how bad the leak is? Marisol Trevino: I think I'm losing a third. At least. Maybe more. I don't wanna know maybe more. Eric: A third is a lot of backsplashes. Marisol Trevino: It's a truck payment. It's two truck payments. Eric: Okay. And you told me before we started — you've tried CRMs. Marisol Trevino: I've tried two. And I abandoned both. Eric: Why? Marisol Trevino: Because my guys wouldn't touch them. I'd set the thing up on a Sunday, all excited, watching the YouTube videos, and by Wednesday I'm the only person putting anything in it. And then I'm doing double work — I'm doing the job AND updating the software about the job. Eric: And at that point it's worse than the sticky notes. Marisol Trevino: It's worse than the sticky notes! Because at least the sticky notes are honest. Eric: Right. Marisol Trevino: The software was lying to me. It said we had eleven active jobs and we had four. Eric: Okay. So let me tell you what I think was actually going wrong, and you tell me if I'm off. Marisol Trevino: Please. Eric: The problem wasn't the CRM. The problem was you were trying to solve a follow-up problem with a project management tool. Marisol Trevino: Hm. Eric: Those are different things. Your installers don't need to log anything from the truck. That was never gonna work. They've got glue on their hands. Marisol Trevino: They've got glue on their hands and they're forty-five years old and they don't wanna tap on a phone. Eric: Right. So asking them to update job status is the wrong ask. What you actually needed was something that grabs the lead the SECOND the call comes in, and starts the ...
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