The Owner's Operating Score

1.A new lead comes in while you are with a customer. When does the first follow-up go out?

Within minutes, automatically. The system answers before I do. Same day, if I catch it. When I get to it. Sometimes that is tomorrow.

2.What happens to a call you cannot pick up?

Something answers for me: it books the caller or takes the job details. Voicemail, and I call back when I can. It rings out. I hope they try again instead of calling the next name on the list.

3.The lead from three weeks ago that nobody circled back to. How many of those exist in your world?

None. Every lead gets re-touched automatically until it answers or opts out. A few. I find them when I go digging. Plenty. I try not to think about it.

4.How often do you type the same customer information into two different systems by hand?

Never. My tools are connected and the data moves itself. A few times a week. Daily. It is just how things work around here.

5.Your past customers and old contacts. When did that list last hear from you?

This month, automatically. The list works itself. I send something out when I remember to. Months ago. Maybe longer.

6.Invoicing and chasing payment. How does that get done?

Invoices go out on their own and reminders chase themselves. I batch it, usually one evening a week. I chase it from memory, and some of it slips.

7.Marketing and social posts for the business...

Run on a schedule from a system. Posting does not depend on my spare time. I post when there is time. There is not much time. Rarely happens. The business is busy enough that it feels skippable.

8.Do you actually know your numbers this week: new leads, booked jobs, money in?

Yes. A report lands in front of me without my building it. I can get there, but I have to build the spreadsheet myself. Gut feel. Usually close enough. Sometimes not.

9.Booking and rescheduling appointments...

People book themselves off a link and reminders go out automatically. Some back and forth, but it works. Endless texting. Rescheduling one job can eat twenty minutes.

10.Have you put Claude or ChatGPT on real work yet, beyond writing a caption or two?

Weekly. It runs real workflows in my business. I have tried it a few times. It never stuck. Not really. I keep meaning to.

You didn't need more tools. You needed the busywork gone. Here's where you stand:

0/100

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