Case Studies

Real businesses. Real problems found in their reviews. Real results.

HVAC

Mike's Heating & Cooling

Dallas, TX

The Problem

Mike had a 4.1-star rating with 180 reviews. His work was excellent — customers loved the actual service. But 30% of his negative reviews mentioned the same thing: "I couldn't book online" and "Had to call three times before someone answered."

"Would've booked instantly if I could do it online. Had to call three times." — ★★★
"Great work once they showed up, but getting through to schedule was a nightmare." — ★★★
"Left two voicemails. Never heard back. Called someone else." — ★★

Audit findings: Fixability score 53/100. Top issues: No online booking (18 mentions), Slow response (12 mentions), Bad website (8 mentions).

What We Built

  • New website with prominent booking button on every page
  • Online scheduling system integrated with his calendar
  • Automated text confirmation for every booking
  • Missed-call auto-text: "Sorry we missed you — book online here"

Timeline: 2 weeks from start to launch.

Results (8 weeks later)

4.1 → 4.7

Google rating

+45%

Increase in bookings

0

New reviews mentioning booking issues

"He sent me an email saying my customers couldn't book online. I thought that was fine — turns out 30% of my negative reviews mentioned it. He fixed the whole site in two weeks. Bookings are up."
— Mike T., Owner
Plumbing

Reliable Plumbing Co

Sydney, AU

The Problem

3.8-star rating with 95 reviews. The website was a single page from 2016 with no phone number visible above the fold, no booking form, and wrong business hours listed on Google.

"Spent 10 minutes on their site and couldn't find the phone number." — ★★
"Drove 20 minutes, they were closed. Hours on Google were wrong." — ★
"No way to book online. It's 2025, come on." — ★★★

Audit findings: Fixability score 68/100. Top issues: Bad website (15 mentions), Outdated info (11 mentions), No online booking (9 mentions).

What We Built

  • Complete website rebuild with phone number in header, booking form on every page
  • Google Business Profile updated with correct hours, photos, services
  • Online booking system with instant confirmation
  • Automated review request after each completed job

Timeline: 3 weeks from start to launch.

Results (12 weeks later)

3.8 → 4.5

Google rating

+60%

Increase in inbound calls

22

New 5-star reviews in 12 weeks

Electrical

Spark Right Electrical

Melbourne, AU

The Problem

3.5-star rating with 67 reviews. The work was fine, but 22 reviews mentioned slow response times. Customers were calling, leaving messages, and waiting days to hear back.

"Left a message Tuesday, heard back Friday. Went with someone else." — ★★
"Called twice, no answer. No voicemail option either." — ★★
"No updates after they said they'd come Thursday. Had to chase them." — ★★★

Audit findings: Fixability score 42/100. Top issues: Slow response (22 mentions), Missed calls (8 mentions), Poor communication (6 mentions).

What We Built

  • Automated missed-call text response within 60 seconds
  • Online booking form with instant calendar integration
  • Automated job status updates via SMS at each stage
  • New website with clear service areas and response time guarantee

Timeline: 2.5 weeks from start to launch.

Results (10 weeks later)

3.5 → 4.4

Google rating

4hrs → 30min

Average response time

0

New reviews mentioning slow response

Want to see what your reviews say?

We'll run the same audit on your business — free.

Get Your Free Review Audit