Turning happy customers into a review engine that supports premium pricing, and automating the admin that was costing jobs and delaying payment

FoundationsWeeks 1-2

• Google Business Profile with Birmingham service areas, services split by floors and tiling, and before/after photos
• Review engine: automated text 48 hours after job sign-off with a direct Google review link, plus a private rating step so low scores reach the owner first
• Past-customer review campaign: personal message to previous customers from the last 24 months, with a one-tap review link
• Dedicated landing pages for flooring and for bathroom and wet room tiling, each with gallery, process, guarantees, live review feed and a qualifying quote form
• Quote form questions that filter: job type, room count and size, property type, postcode, timeline and photo upload
• CRM pipeline connected to booking, deposit and invoicing, so every job moves from enquiry to paid with no manual hand-offs
• Written payment terms on every quote and invoice: deposit, due date and what happens if payment is late

Lead generationWeeks 2-8

• Google Ads on high-intent searches (floor fitter Birmingham, bathroom tiler Solihull, engineered wood floor installation Harborne) with negative keywords for DIY, cheap and repair terms
• Local SEO and Google Business Profile posts built around reviews and finished jobs, so the review count compounds into higher map-pack rankings
• Facebook and Instagram ads with before/after videos and customer review quotes, targeted by postcode at homeowners planning renovations
• Partnerships with builders, kitchen and bathroom fitters, interior designers and estate agents for referral work
• Landlord and letting agent outreach for steady refurbishment and void-turnaround floor work
• Referral prompt after every job: a simple thank-you message with an easy way to recommend the firm

Qualifying enquiries

• Automated form scoring: job type, room size, postcode and timeline put leads into A (target), B (maybe) or C (decline or redirect)
• A-leads get a same-day call from the owner or estimator; C-leads get a polite text redirecting to a paid call-out or a signposted alternative
• Photo or video request before booking any site visit, to avoid wasted trips
• Budget framing in early messages ('most full bathroom tiling projects on a home like yours start around...') so price-only shoppers self-select out

Follow-up sequence

1. Instant response · Within 60 seconds

   Automatic text and email confirming receipt and asking for room photos, approximate size and postcode

2. Qualifying call · Same day for A-leads

   Call to confirm scope, subfloor concerns, timeline and budget range

3. Site visit or video survey · Within 3 days

   Measure up and assess the subfloor, with a photo report of anything that affects cost or materials

4. Quote · Within 24 hours of survey

   Itemised written quote with good, better and best options, guarantee details, payment terms, photos of similar jobs and a relevant customer review

5. Follow-up 1 · Day 2

   Automatic text confirming quote received and offering a call to walk through it

6. Follow-up 2 · Day 5

   Relevant review and before/after photos from a similar property

7. Follow-up 3 · Day 10

   Offer of a phased or alternative-material option if budget is the blocker, with a start date held for a short time

8. Follow-up 4 · Day 21

   Final check-in with the next available start date

9. Long-term nurture · Day 30 and 60

   Low-pressure message (recent project, care guide, availability) to catch households that postponed

10. Booking confirmation · On acceptance

    Automatic confirmation with start date, what to prepare, access details and deposit payment link for jobs over the deposit threshold

11. Booking reminders · 7 days, 2 days and 1 day before start

    Reminder to clear the room, confirm access and arrange furniture moving, with easy reply to rebook if needed

12. Completion sign-off and invoice · Same day as completion

    Photo walk-through, customer sign-off and invoice sent immediately with a payment link

13. Payment reminder 1 · 2 days before due date

    Friendly reminder with payment link

14. Payment reminder 2 · On due date

    Short text confirming it is due today, with payment link

15. Payment reminder 3 · 3 days overdue

    Polite overdue notice restating the agreed terms

16. Payment reminder 4 · 7 days overdue

    Personal call or voice note from the owner

17. Payment reminder 5 · 14 days overdue

    Formal reminder letter citing the agreed terms; for trade and commercial clients, statutory late-payment interest may apply under the Late Payment of Commercial Debts Act, subject to legal advice

18. Review request · 48 hours after completion, after payment is settled

    Review request with direct Google link, and a referral prompt

Pipeline stages

New → Qualified A/B/C → Survey booked → Quoted → Nurture → Won → Booked → Completed → Invoiced → Paid → Lost → Redirected