Bay Area Home Services — Customer Acquisition Numbers

Went back through the numbers on customer acquisition posts-sale. -38% estimate conversion rate of in person estimates. At premium pricing. No CRM. No follow-up system. (Didn't have the bandwidth) -$3,800 average job size -$135 CAC -70% residential / 30% property managers and builders -Booked 8–12 weeks out at peak season, 2–4 weeks any other time -7% of inbound leads never responded to schedule an estimate — even with same day response. -Yelp response time was under 10 minutes -98% cash or check / 2% credit card (3% fee passed to the customer) on completed work What drove the conversion rate: -Tried to answer every call but called back the same day by 5pm if missed. -All estimates completed within 7 days of initial contact. -Typed, itemized estimate sent the same day as the site visit. -Showed up early. Called###-###-#### minutes ahead even if has 1 or 2 hour estimate window -Tried to give options like a repair price and an all-new price on the same estimate. -The $1k repair job was our version of the $99 drain clean. Except we actually made higher margins on it than new. And it usually led to the bigger job down the road. Thought this might help some of the recent acquirers out there. Happy to answer any questions.