Discovery questions

Use on the call to find where inbound gets missed and where admin buries the team. Ask, then shut up and listen.

Opener

• Walk me through what happens when a new lead calls or fills out your form. Who catches it, and how fast?
• On your busiest day, what's the first thing that gets dropped?

Answering inbound (Front Desk)

• How many calls a week go to voicemail because no one's free to pick up? What happens to those callers?
• When an email or chat comes in after hours or on a weekend, when does it actually get answered?
• Who's the person that stops what they're doing to answer the phone, and what does that cost them?

Follow-up (Follow-Up)

• When you send a quote, who chases it, and how many times before they give up?
• How many open quotes are sitting right now with no reply? What's the average one worth?
• Be honest: when a lead goes quiet, does anyone follow up, or does it just die?

Booking (Scheduling)

• How much back-and-forth does it take to book one meeting or job right now?
• What's your no-show rate, and does anyone confirm before the appointment?

Admin (Admin)

• How current is your CRM, really? Who keeps it clean?
• What paperwork or documents do you chase customers for, and how long does that drag on?
• How many hours a week does your team spend on the busywork between jobs?

Money and urgency

• What's one new customer worth to you over a year? What's one job?
• If you answered every call and chased every quote for the next twelve months, what would that add?
• Who else weighs in on a decision like this, and what would make it a yes?

Read the room

• If they can't tell you what happens to a missed call or an open quote, that is the pain. Name it back to them.
• If most calls already get answered and follow-up is tight, but no one can find them in the first place, that is a Helix signal.
• If they don't know where AI fits at all, route to GetLatest AI for a mapping call.