Winning the first-reply race on Yelp and Thumbtack
An appliance-repair company living on Yelp and Thumbtack let Sarah take the first reply. Marketplace leads now get answered instantly with full brand, model and symptom intake, and booked jobs flow straight into their FSM.
The challenge
The company gets most of its work from marketplaces — Yelp and Thumbtack — where the first business to respond usually wins the job. Leads arrive at all hours, and a technician who is elbow-deep in a dishwasher cannot drop the tool to answer a notification. Too many good leads went to whoever replied first, and it was rarely them.
Intake was the second leak. When someone did reply, the details captured varied by who happened to answer: sometimes the brand and model were there, sometimes not, and technicians paid for it with wasted trips and blind diagnoses. The service-fee conversation was equally inconsistent — each person explained it their own way, and awkward handling of that one question cost real bookings.
What Sarah runs
Sarah now takes the first reply on every marketplace lead, instantly, at any hour. She runs a complete intake on each conversation — appliance brand, model, symptom, and the details a technician actually needs before rolling a truck — so no lead goes cold waiting for a human and no job starts as a guessing game.
She also delivers the company’s service-fee script the same way every single time: clear, professional, and without hesitation. Qualified jobs are booked directly into the company’s field-service software with the full intake attached, so dispatch sees a real job with real details, not a name and a phone number.
What changed
- Yelp and Thumbtack leads get a first reply in moments, at any hour, without anyone watching the inbox.
- Technicians arrive knowing the brand, the model and the symptom instead of diagnosing blind.
- The service-fee conversation is handled the same consistent, professional way on every lead.
- Confirmed jobs appear in their FSM with complete intake notes, ready to dispatch.
“On the marketplaces, whoever answers first wins the job, and we kept losing that race. Sarah answers before I have even seen the notification, gets the model number, and explains our service fee without flinching. All I see now is booked jobs with the details already filled in.”
Company name withheld at the owner’s request. References are available on a demo call.
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