Appliance breakdown.Repair-vs-replace decision. We built the system.
Lifetime Appliances handles residential appliance repair and installation. We built the inbound + scheduling + follow-up engine that handles 136 calls, 444 emails, and 24 form submissions, with every breakdown call routed to a tech.
What changed for Lifetime Appliances
Appliance breakdowns. Scheduling chaos.
Lifetime Appliances operates in residential appliance repair, a category where the customer's washer just died and they need a tech tomorrow, not next week.
The team had the technical skill but the dispatch coordination was eating capacity: phone-and-paper scheduling, missed callbacks, and no follow-up after the job for the next appliance.
The job: install the CRM that handles the inbound call, the scheduling, and the post-repair nurture, turning one repair into the next refrigerator, oven, and dishwasher.
Inbound Falling Through Cracks
Inbound came from phone, web, walk-in, and referrals, with no unified system to catch every lead and respond before the prospect bounced.
No Follow-Up Discipline
First-time customers came in, got service, and were never contacted again. The repeat-purchase lever was just sitting there unused.
Review Generation Ad-Hoc
Customers loved the service. Almost none of them ever wrote a review. The reputation engine was running on memory only.
No Operational Visibility
Owner-operator couldn’t see lead flow, response time, or conversion rate. Every decision was vibes-based instead of data-based.
Three layers. Built for the category.
Niche local businesses win on response time and reputation. We built the engine that captures every inbound, books fast, and turns delighted customers into the brand’s most reliable acquisition channel.
Inbound Capture System
Phone, web, chat, and walk-in all feed one pipeline. Missed-call text-back, instant SMS confirmation, no leak between channels.
Booking + Follow-Up
Calendar links, automated reminders, and post-visit follow-up built into the journey. Repeat customers come back because the experience never gets dropped.
Reputation Velocity
Review generation automation that turns every great visit into a public 5-star. Local rankings improve. CAC drops. Compounding loop.
Dispatched. Followed up.
Inbound Calls
Email Touchpoints
Form Submissions
Active Customers
Timeline
Phase 01: Inbound Mapping
Mapped every way a lead could enter the business: phone, web, walk-in, referral, social. Built the capture system across all of them.
Phase 02: Unified Capture Live
GoHighLevel routing all inbound into one pipeline. SMS confirmation, response-time SLAs, and follow-up cadence built in.
Phase 03: Repeat + Review Layer
Post-visit follow-up, repeat-purchase nudges, and review generation automation. The flywheel from delight → review → next customer started.
Phase 04: System in Steady State
Owner-operator visibility into every metric. Reviews flowing. Repeat bookings stacking. Acquisition cost dropping with each compounding cycle.
Results like this, in other accounts.
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