Built for garage door companies. Inspired by the Tommy Mello playbook.
Springs break on Saturday morning. Whole-door installs are $3k-12k tickets. Financing approvals, after-hours emergencies, and a CSR scorecard for every call. The Mello playbook in product form.
Where the money leaks.
Every shop in this trade has the same handful of holes. Most owners know about them. Most don't plug them because the office work piles up faster than they can.
Spring breaks Saturday at 9am.
Customer can't get the car out. Calls three garage-door companies. First one who picks up gets the $400 job and probably the install down the road.
Whole-door install financing is slow.
Customer wants the door but needs financing. Application takes 20 minutes. Customer goes home to think about it. Never comes back.
Emergency calls fall off-hours.
Friday evening, Saturday morning, Sunday before church. The most lucrative calls happen when the office is closed.
CSR booking rates aren't tracked.
Without a scorecard per CSR, you can't see who's converting and who's leaking leads. Mello-tier shops measure this weekly.
How Clint plugs the leaks.
Saturday-morning spring-break calls handled.
Customer texts at 9:14am Saturday. Clint qualifies (single car, double car, broken spring vs broken cable), dispatches the on-call tech, and the truck is rolling by 10am.
See iMessage CSRAnnual maintenance reactivation.
Every customer who had a spring or cable replacement gets a tune-up text 12 months later. Books the seasonal check-up before the next break.
See Outbound CampaignsCSR scorecard, on demand.
Ask Clint: "What's each CSR's booking rate this week?" Pulls the calls, the bookings, and the leak rate. The Mello-style scoreboard, no spreadsheet required.
See Performance Q&AYou can't move what you don't track.
- What's our after-hours booking rate on Saturdays?
- Which CSR has the highest close rate on $3k+ installs?
- How many financing applications dropped off mid-application last month?
- How many tune-up reactivations did we book this quarter?