The Lunch-Hour Leak System
Client identity withheld.
Results
$57K
Booked revenue in 90 days, at the shop's own prices
21% → <2%
Local Services calls left with no response
82
Service calls booked by the phone assistant at lunch and after 5pm
60% → 68%
Booking rate on answered sales calls
19%
Lost callers rebooked the same day
7
Junk Local Services leads flagged for credit review
Company Profile
Company
Residential HVAC shop. ~$1.35M revenue, 5 service techs, 1 installer, the owner, and 2 CSRs who share one lunch hour and leave at 5pm. ~2,300 past customers.
Stack
Field-service management software, VoIP phone system with call recording, Google Local Services Ads, a website form.
Operating Need
Close the lunch and evening gaps in phone coverage and book more of the calls the shop already answers.
The Challenge
The shop's two CSRs were good, but they took lunch together and left at 5pm, and those were exactly the times many homeowners called. Local Services calls in those windows rolled to voicemail, and the shop paid for leads that called the next company. During the day, many answered calls ended without a booking, and the owner had no time to listen to recordings and find out why.
The Audit
We ran the Local Services Missed-Call Check on 60 days of calls and scored a month of recorded calls.
Patterns Found
- 33 of 158 Local Services calls in 60 days went unanswered, worth about $8K in likely lost jobs
- 64% of those misses came between 11:30am and 1pm or after 5pm
- 7 Local Services leads were spam or out of area, and none had been reviewed for a credit
- 40% of answered sales calls ended without a booking
- Most unbooked calls involved a price or availability question
- Callers who hung up without booking were never contacted again
The shop didn't have a staffing problem. It had two predictable gaps every day, and no feedback loop on the calls it did answer.
The Architecture
Three systems working as six parts, aimed at the shop's two daily gaps.
Local Services Missed-Call Check
Mapped missed calls by hour and day, estimated lost jobs, and flagged junk leads. Re-run monthly to track progress.
Gap Coverage
An AI assistant answers every call from 11:30am to 1pm and after 5pm, identifies itself as virtual, follows the owner's emergency rules, and books routine work.
Overflow
The AI also picks up after 3 rings whenever both CSRs are on calls.
Call Grader
Scores every recorded call on booking, asking for the booking and handling price questions, with weekly coaching clips for each CSR.
Lost-Lead Rescuer
Texts every caller who hung up without booking the same day, with a real open slot.
Monday Recovered Revenue Report
One page every Monday with calls by time of day, booking rate and dollars booked.
How the System Operates
The system covers the gaps and coaches the team. The CSRs still answer first, and the owner approves every credit request.
- The CSRs answer first whenever they're available
- Junk-lead credit requests are flagged for the owner, never submitted automatically
- Coaching reports go to each CSR privately first
How It Flows
- 1A call comes in at any hour
- 2A CSR or the AI answers and qualifies it
- 3Routine work is booked, emergencies go to the on-call tech, and unbooked callers are rescued the same day
- 4Every call is scored, and every booking is logged on the Monday report
Flagged junk leads are reviewed by the owner before any credit request goes to Google.
Implementation
| Stage | Focus | Key Results |
|---|---|---|
| Stage 1 | Missed-call audit | 33 missed Local Services calls mapped; lunch and after-5pm gaps confirmed |
| Stage 2 | Setup and approval | Emergency rules, price list and lunch and evening coverage windows approved |
| Stage 3 | Launch | Gap coverage and overflow live |
| Stage 4 | Always-on | Call Grader, coaching and lost-lead rescue live; Monday reports every week |
Ownership
The shop now sees and improves every call it gets, at every hour.
A Local Services missed-call analysis, refreshed monthly
Call scores and coaching clips for each CSR
Written emergency rules and coverage windows
Every call summary and Monday report
Operational Impact
Lunch and the evening no longer leak paid leads. The CSRs keep their schedule, and the system covers exactly the hours they're away. Callers who slip through get a same-day text before they book elsewhere, and the CSRs improve from their own calls. The owner now knows his booking rate and watches it rise.