What is the biggest pain point in your business?

June 14, 2024 | Luke Wade

Running a business isn’t easy, and one of the toughest parts is figuring out where the real pain points are. You know, those pesky problems that keep popping up and slowing everything down. But once you pinpoint that major pain point and find a solution, you’ll likely find that it doesn’t only solve your original problem, but it improves your entire workflow. Let’s dive into a specific example to see how this works in action.

Imagine you’re the owner of a plumbing business. You’ve got a steady stream of job leads coming in every week. Sounds great, right? Well, not always. These leads come in through various channels: phone calls, texts, emails, even social media messages. Each time you get a new lead, it either interrupts your current work or sometimes gets missed altogether.

Every interruption means you have to stop what you’re doing, jot down the details, and hope you remember to follow up later. And let’s face it, in the middle of fixing a burst pipe, it’s easy to forget to call back Mrs. Smith about her leaky faucet. Missed leads mean missed opportunities and, ultimately, missed revenue.

So, what’s the solution? It might be simpler than you think. Consider creating a standard online form for all job inquiries. Here’s how it could work:

  1. Streamlined Communication: Whenever someone calls, texts, or emails, you can quickly reply with a link to the online form. This form will have all the fields necessary for you to get a clear idea of the job scope: What’s the problem? How urgent is it? Where’s the location? Get some photo so your have some idea of what the job will look like, or what materials you might need. You get all the info you need in one go.
  2. Consistency is Key: By using an online form, you ensure that every job inquiry comes in the same format. No more deciphering messy handwriting or trying to remember what was said in a rushed phone call. All the information you need is neatly organized and easy to access.
  3. Immediate Response: With a standard form, you can set up an automatic reply to let clients know you’ve received their inquiry. This immediate response reassures them that you’re on it, and they won’t have to keep wondering if their message got through.
  4. Better Workflow: Now that all job leads come in a consistent manner, you can integrate this system with your calendar or project management tool (say ServiceM8 or Trayify). This way, you can prioritize jobs, plan your schedule more effectively, and avoid overbooking or missing appointments.
  5. Saves Time and Reduces Stress: By reducing the number of interruptions and having a clear, consistent way of receiving job inquiries, you can focus better on your current tasks. This means better quality work and a less stressful workday.

Here’s how it might look in practice: A client contacts you about a plumbing issue. Instead of stopping everything to take down details, you respond with a template text or email which includes instructions, the process and a link to your form. They fill it out with all the relevant information, and you get an email notification with a neatly formatted job inquiry. They then get an automated response from the software acknowledging their inquiry and your expected response time, so they’re not left hanging. and better yet, not calling you again in 2 hours because they haven’t yet heard from you. You can then structure your days so the first or the last 30 minutes involved actioning these in bound queires. in a calm, consistent and planned manner.

Implementing a solution like this doesn’t require a massive tech overhaul. There are plenty of user-friendly form builders and automation tools available online. Some are even free. Here, we use a platform called Snapforms, however the most common in Australia are:

In conclusion, identifying a single major pain point and investing a bit of time to solve it can have huge flow on benefits. For our plumber friend, creating a standard online form for job inquiries turns chaos into order. It saves time, reduces interruptions, and ensures that no lead gets missed. The result? A smoother workflow, happier clients, and a less stressed-out plumber.

In dollar/time terms, let’s say your average hourly rate is $80p/h. Let’s also say that such an implentation saves on average 15 minutes per job (either from cutting back distraction time, or on the planning, scheduling and organising side) and you do on average 500 jobs per year. The annual increased net income here here is $10k, or an additional 125 hours (or 16 full days) per year that you can either spend working in the business, working on the business or with the family or doing the things you love.

So, what’s your business’s major pain point? And how can you streamline it for better efficiency?