— 01

Lead Response & Sales

What percentage of inbound calls are answered live during business hours? (If you do not know, it is probably lower than you think.)
Are estimates sent within 24 hours of the initial call or visit — every time?
Is there a follow-up sequence for estimates that have not been accepted within 48 hours?
Do you track your close rate on estimates — and know which tech or salesperson converts best?

— 02

Customer Communication

Does the customer get an automated confirmation and tech-on-the-way notification for every appointment?
After the job is complete, is there an automated follow-up asking about satisfaction — before they post a review?
Are past customers contacted for seasonal services, or do you wait for them to remember you?

— 03

Is there a consistent process for requesting a Google review after every completed job?
Are all reviews — positive and negative — responded to within 24 hours?
Do you monitor review trends monthly to catch service issues before they become patterns?

— 04

Is dispatching optimized for route efficiency, or are techs criss-crossing town?
Do you know your average jobs-per-tech-per-day — and is it where it should be?
Are invoices sent the same day the work is completed — not at the end of the week?
Is truck inventory tracked, or do techs make supply runs that eat into billable hours?

— 05

Is your marketing spend tracked by channel — and do you know your cost per lead for each?
Are you running marketing 12 months a year, or only when the schedule gets light?
Is there a seasonal preparation plan (equipment, staffing, inventory) that kicks in 60 days before peak?

— 06

Could you hire and onboard a new technician in under two weeks with your current training materials?
Are your core processes documented — or do they live in one person’s head?
If you doubled your call volume next month, would your systems handle it — or would quality collapse?

— Score yourself

How many boxes did you check? Be honest.

— 0–7 checked

Critical gaps. Scaling now would amplify problems, not revenue.

— 8–14 checked

Room to grow. Fix the foundation before adding trucks.

— 15–20 checked

You are ahead of most home service businesses. You are ready to scale with confidence.