In brief
- First reply is down from 26 hours to 1.4, and no inquiry went unanswered.
- About $2,485 of staff time saved this month: $1,784 net of our fee.
- One miss: replies on Kim's day off. The cause is fixed and a practice day is booked. One approval is needed from Dana.
September 2026 at a glance
Month 2 after go-live. 3 of 4 targets met. The one we missed, why, and what changed are in the next section.
- Median first reply1.4 hrswas 26 hrsMet · Under 2
- Unanswered inquiries0was 4 a weekMet · Zero
- Office time chasing3.5 hrs/wkwas 12 hrs/wkMet · Under 4
- Replies on Kim's day off6.2 hrswas Next dayMissed · Under 2
What we missed
Why it's hereA scorecard that is always green isn't honest. Misses come with a cause and a fix.
- What happened
- On September 22, Kim's day off, three inquiries waited more than six hours. Median reply on her days off this month: 6.2 hrs.
- Why
- Luis was set as backup in the queue, but his phone notifications for it were never switched on. Our handoff checklist didn't include a test from the backup's own phone.
- What we changed
- Notifications turned on and tested from Luis's phone on September 23. The backup-phone test is now on our handoff checklist for every client. Luis runs the queue alone on October 9 as a practice day.
Median first reply, by week
Hours. Six weeks before the build, and six weeks after go-live on July 17. The build weeks are left out.
What it was worth
Why it's hereValue is shown net of our fee. If we stop being worth it, this line shows it first.
Time saved8.5 hrs a week
8.5 hrs a week × 4.3 weeks × $85 × 0.8$2,485
Chat widget cancelled$49
Our fee this month−$750
Net, conservatively$1,784 this month
Since go-live on July 17 (2 months): about $4,971 of staff time saved, $1,500 in fees, and $98 of cancelled tools.
Missed jobs recovered are not counted. We'll add them once there are three months of booking data to compare.
Done this month
- Added the lead-marketplace inbox to the queue. It was missed in the build; found by the daily test.
- Fixed duplicate matching for customers who call from a landline.
- Quarterly access review: removed two former employees' accounts from email and the field-service app.
- Reviewed a $420/month dispatch software quote. Recommended no: your current app covers about 90% of it.
Watch list
- Domain renewal
- Renews November 14. Auto-renew is on, but the card on file expires in October.
- Field-service app price change
- Vendor announced +$30/month from January. Still the right tool; budget for it.
- New subscriptions
- None since the build. The $49/month chat widget stays cancelled.
Needs your approval
Why it's hereNothing consequential happens without your yes.
- Dana Ruiz: approve an after-hours voicemail callback rule (first call by 8:30 am).
Next
Quote follow-up. Quotes go out but nobody chases them. Early estimate: 5 hours a week. Opportunity summary by October 20.
Next check-in: Thursday, October 8
6 of 8 included hours used. Hours that you do not use do not roll over. 2 hours were free this month. We tell you before you run out.
Questions? Reply to the email that has this document, or write to [email protected].