SAMPLE · FICTIONAL SHOP
Sample operations audit
This is what you get after the audit call. The shop and numbers are made up; yours will use your numbers.
In short: A worked example of what an OwnerOps audit delivers, for a fictional 12-person San Antonio HVAC and plumbing shop: how work moves through the office, the top 3 bottlenecks with a monthly cost each, the automations we would build, a $2,400 fixed quote that pays back in about 3.3 months from office time alone, and a sample monthly report.
01 / The shop
Sample HVAC Co.
A 12-person HVAC and plumbing shop in San Antonio.
Team: Ray (owner), Maria (office manager), Luis (dispatcher and phones), 8 technicians, 1 install crew
Tools: Housecall Pro, QuickBooks Online, Google Voice, a shared spreadsheet for install estimates
02 / How a call becomes a paid invoice
STEP 1
- Who
- Luis
- What
- Answers calls 7am to 5pm. After 5pm calls go to voicemail.
- Where
- Google Voice
Problem: Voicemails wait until morning. Most after-hours callers don't leave one.
STEP 2
- Who
- Luis
- What
- Types caller details into Housecall Pro, about 3 minutes a call.
- Where
- Housecall Pro
STEP 3
- Who
- Technician
- What
- Writes the estimate on site. Install estimates also go into a spreadsheet.
- Where
- Housecall Pro and a spreadsheet
Problem: Install estimates live in two places.
STEP 4
- Who
- Maria
- What
- Calls back open estimates when she gets to them, usually Fridays.
- Where
- Spreadsheet and her notes
Problem: Most estimates get one touch or none.
STEP 5
- Who
- Maria
- What
- Invoices in Housecall Pro, then types each invoice again into QuickBooks.
- Where
- Housecall Pro and QuickBooks
Problem: Every invoice is entered twice.
STEP 6
- Who
- Ray
- What
- Texts customers himself about overdue invoices.
- Where
- Ray's phone
Problem: Collections depend on the owner remembering.
03 / Top 3 bottlenecks
Office time uses a loaded rate of $28 an hour, including payroll overhead.
Estimate follow-up by hand
- Who
- Maria
- Time
- 6 hours a week
- Monthly time cost
- $727 a month
- After the build
- 1 hours a week. Maria still answers the replies.
22 estimates a month get no second touch, about $61,000 in quoted work.
Every invoice typed twice
- Who
- Maria
- Time
- 4 hours a week
- Monthly time cost
- $485 a month
- After the build
- 0.5 hours a week. Maria checks the sync and fixes the odd mismatch.
Typos between the two systems show up at tax time.
After-hours calls go to voicemail
- Who
- Luis
- Monthly cost
- About $2,700 a month in jobs lost
31 calls a month hit voicemail after 5pm. If 1 in 4 is a $350 repair, that's about $2,700 a month going to the next shop.
04 / What we'd build
Estimate follow-up texts
- Trigger
- an estimate is sent in Housecall Pro and not yet approved.
- Job
- text the customer on day 2, 7, and 14 in Maria's words. Stops the moment they reply or approve.
- Owner
- Maria
- Alert if it fails
- Maria and Fernando get a text if a message fails or Housecall Pro disconnects.
- Backup plan
- Maria's Friday callback list, the way it works today.
Invoice sync to QuickBooks
- Trigger
- an invoice is created or paid in Housecall Pro.
- Job
- create or update the matching invoice in QuickBooks.
- Owner
- Maria
- Alert if it fails
- Maria and Fernando get a text if an invoice fails to sync.
- Backup plan
- Maria enters that day's invoices by hand from the Housecall Pro list.
After-hours missed-call text-back
- Trigger
- a call is missed after 5pm.
- Job
- text the caller within a minute with a booking link and a note that Luis calls back at 7am.
- Owner
- Luis
- Alert if it fails
- Luis and Fernando get a text if the text-back stops sending.
- Backup plan
- Luis returns voicemails first thing in the morning, the way it works today.
05 / The quote
- Build
- $2,400
- Minus audit credit
- $500
- Due
- $1,900
- Run & report
- $299/mo
- Office time saved
- 8.5 hours a week, $1,031/mo
Payback: about 3.3 months on the full $2,400 (audit included), from office time alone, before any extra booked jobs.
If the numbers don't work, the audit says so and we don't build.
06 / What you see every month
SAMPLE · MONTH 1
Sample month for the sample shop. Your report uses your numbers.
Office hours saved
37 hours
$1,031 in office time
Estimate follow-ups
58 sent to 24 customers. 9 replies.
3 jobs booked, $9,850 quoted.
Invoices synced
112
0 errors
Issues
1
Fixed the same day
After-hours calls texted back: 29. 11 booked or called back next morning.
Issue: QuickBooks connection expired on the 14th. The alert went to Maria and Fernando, it was reconnected the same day, and the 6 waiting invoices synced. Nothing was lost.
Next month: Add a review request after each paid invoice.