Operational friction / Contractors
Slow estimates.
Make the handoff visible.
Quote requests sit in inboxes, notes, or memory while the customer keeps shopping.
The job is often lost after the lead arrives: no fast follow-up, no estimate status, no next step.
Speed matters only when the estimate remains accurate, owned, and easy for the customer to act on.
02 / Investigation sequence
See it clearly.
Change it carefully.
The sequence is intentionally small: understand the existing path, stabilize the handoff, and verify behavior before adding complexity.
Observe
Timestamp the path from request to site visit, estimate creation, delivery, follow-up, and final disposition.
Stabilize
Give each estimate a status, owner, next action, and customer-visible expectation instead of relying on inboxes or memory.
Test
Measure response intervals and unresolved estimates before and after the smallest workflow change.
Slow estimates / Next step