Project overview
The business provides plumbing, heating and bathroom repairs across Stockport. Customers often messaged on Facebook or Google, but replies could take a day.
They wanted to answer every message fast and turn more of them into jobs.
Messages arriving, jobs leaving
Three issues cost them work:
Slow replies
Messages waited until evening, by which time customers had booked someone else.
Unanswered reviews
Reviews, good and bad, rarely got a reply.
Quiet pages
Facebook and Google profiles showed little recent activity.
What success looked like
- Reply to messages within minutesduring working hours.
- Answer every review
- Turn more messages into booked jobs
Our approach, step by step
- 1
Unified inbox Week 1
Brought Facebook, Instagram and Google messages into one inbox with alerts.
- 2
Daily management Ongoing
Our team replied to messages and comments daily, passing bookings to the office instantly.
- 3
Review replies Ongoing
Thoughtful replies to every review, plus polite review requests after each job.
- 4
Regular posts Ongoing
Two posts a week showing recent jobs, tips and the team.
Before and after: key metrics
Messaging and review activity before we started vs month three.
| Metric | Before | After | Change |
|---|---|---|---|
| Enquiries via DMs per month | 14 | 42 | ▲ 3x |
| Average reply time | 9 hrs | 8 mins | ▼ fast |
| Reviews answered | 12% | 100% | ▲ 88 pts |
| New reviews per month | 4 | 11 | ▲ 2.8x |
The results
Enquiries through direct messages tripled as replies became fast and consistent.
“Customers tell us we were the first to reply. That's won us a lot of jobs.”