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Notes from the other side of the phone.
What we have learned setting up 1,286 crews, written for the person who has to answer the phone on Monday.
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Running the numbers Sep 8, 2026 6 min read
What a wasted trip actually costs you
Two people, a drive across town and 90 minutes nobody can sell. Here is how to price a no-show so you can decide what to do about it.
Read it
- Scheduling Aug 25, 2026 · 5 min read Your drive-time buffer should not be one number A crosstown hop at 10 AM and the same hop at 4:30 PM are not the same trip. Fixed buffers are why afternoons fall apart.
- Customer messaging Aug 11, 2026 · 4 min read Why one-letter replies beat a booking app Customers will not download anything to confirm a plumber. They will type a single letter, and 94% of them do it within the hour.
- Getting set up Jul 28, 2026 · 5 min read Read your own booking page like a customer Ten minutes with your booking link, a stranger’s eyes and a phone. The four things crews almost always get wrong.
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Marco · Rivera Plumbing
On my way. About 20 minutes out.