Optimize Customer Journey - Ceiling Removal Service

Title: Develop a Comprehensive Customer Experience System for a Dustless Popcorn Ceiling Removal Service Project Overview: We operate a niche dustless popcorn ceiling removal service and want to elevate our customer experience from initial discovery to post-job follow-up. We are seeking an experienced freelancer (or team) to help us implement a streamlined, best-in-class customer journey. The end goal is to ensure potential customers find us easily, receive a clear and transparent quote, have a smooth on-site experience, and remain satisfied long after the job is done—ultimately turning them into long-term advocates and referral sources. Key Objectives: 1. Customer Discovery & Initial Contact: • Optimize our website for clarity and conversion (clear value proposition, FAQ, before-and-after gallery, short explainer video). • Integrate an instant quote request form with an automated response. • Ensure our Google Business Profile is fully optimized with updated service areas, reviews, and photos. • Implement streamlined contact options (live chat, call, text) all feeding into one CRM (e.g., GoHighLevel or equivalent). 2. Customer Inquiry & Lead Nurturing: • Set up automated, personalized email/SMS acknowledgments for inquiries. • Implement a tiered follow-up sequence (e.g., day 2 and day 5 reminders) for leads who don’t respond, including testimonials or limited-time offers. 3. The Quoting Process: • Enable quick virtual/video consultations via Zoom/Facetime. • Create a polished, branded digital quote template including scope, timeline, pricing breakdown, and terms. • Integrate e-signature and deposit payment links for seamless approval and scheduling. • Automate job confirmations and add clients to a shared project calendar once they approve. 4. Pre-Job Preparation & Communication: • Develop automated pre-job emails (3-5 days before) detailing what to expect and how to prepare. • Incorporate a simple crew introduction (bio, photo of lead technician). • Set up SMS reminders 24 hours and morning-of appointment. 5. On-Site Experience: • Create a communication checklist so customers are informed about progress and timing during the job. • Possibly integrate a simple project management tool or daily update system the crew can use on-site. 6. Post-Job Follow-Up & Customer Retention: • Set up automated post-completion emails with a thank-you note, review request link, and a small incentive for leaving feedback. • Provide a one-page digital guide on maintaining their refinished ceiling. • Suggest related or seasonal services to encourage repeat business or referrals. 7. Continuous Improvement: • Implement systems to monitor and respond to reviews promptly. • Set up periodic customer surveys (1-2 weeks post-service) for feedback. • Create SOPs for each step of this process, making it easy to train our team and maintain consistency. 8. Digital Advertising Integration (Google & Social Media): • Google Ads Setup & Optimization: • Keyword research and campaign creation focused on local homeowners seeking popcorn ceiling removal services. • Set up conversion tracking (leads, booked calls, quote requests) to measure ad effectiveness. • Facebook & Instagram Ads: • Design and launch targeted campaigns to reach local homeowners and property managers. • Use compelling visuals (before/after images, short educational clips) and clear CTAs driving traffic to the website’s quote form. • Implement retargeting campaigns for visitors who viewed the site but didn’t convert. • Reporting & Analytics: • Monthly (or bi-weekly) performance reports on ad spend, cost per lead, conversion rate, and ROI. Additional Deliverables: • Integration with our CRM (GoHighLevel preferred) or a recommended alternative that simplifies our workflow. • Clear documentation (SOPs) so our internal team can easily follow and maintain these processes after project completion. • Reporting and analytics setup to track inquiry-to-conversion rates, average response times, and customer satisfaction metrics. What We’re Looking For in a Freelancer: • Proven experience in UX/UI design for websites, preferably service-based businesses. • Experience setting up CRMs, automation workflows, and integration with tools like Calendly, Zoom, or similar platforms. • Strong marketing automation and email/SMS funnel creation experience. • Ability to create clear, easy-to-follow documentation and SOPs. • Excellent communication skills and responsiveness during the project. • Expertise in Google Ads, Facebook Ads, and Instagram Ads setup and optimization. Project Timeline & Budget: • We’d like the initial system (website optimization, lead nurturing, quoting process) up and running within 4-6 weeks. • Subsequent steps (pre-job, on-site, and post-job improvements) and SOP creation can follow in the next 2-3 weeks. • Budget is negotiable based on the scope and your experience. Please provide an estimated quote and timeline in your proposal. How to Apply: • Share relevant portfolio examples or case studies, especially if you’ve worked with home services, contracting, or similar industries. • Briefly outline your proposed approach or suggest any additional steps we may have missed. • Include your recommended tech stack (if different from our current tools), and explain why. By the end of this project, we want a fully integrated and consistent customer experience, from initial inquiry to long-term follow-up, that elevates our service brand and sets us apart in the market. If you have the skills to turn this roadmap into a reality, we’d love to hear from you!