Customer Operations

What Works

• Intake form that captures name, problem, timeline, and budget before first call
• Auto-confirmation via text/email within 5 minutes of booking
• Follow-up sequence 24h after service: satisfaction + referral ask
• Missed call text-back within 2 minutes (easily automated)

Watch Out For

• Generic CRM pipelines don't fit service businesses — customise stages to your actual workflow
• Over-automated follow-up feels impersonal — use automation for triggers, human tone for messages
• Tracking response time matters more than tracking NPS — fast replies prevent most problems

Frequently Asked Questions

What is a customer ops system?

Customer ops is the set of processes that manage how customers interact with your business from first contact to follow-up. The goal is consistent, low-friction experiences that don't depend on who's having a good day.

How do I handle missed calls automatically?

Most phone systems (OpenPhone, Dialpad, Google Voice Business) support auto-text on missed call. The message should offer to help and give a callback option within 2 minutes.

What CRM is best for small service businesses?

HubSpot Free, Zoho, or a simple spreadsheet for < 50 customers/month. The tool matters less than whether your team uses it. Start simple.