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Glossary

The contractor front-office glossary.

Plain-English definitions of the terms behind capturing, converting, and keeping more jobs.

Terms every contractor should know

Speed to lead

How fast you respond to a new lead. The MIT Lead Response study found that answering within five minutes makes you 21 times more likely to qualify a lead than waiting 30 minutes.

Missed call text back

An automatic text sent to a caller you could not answer, opening a conversation before they call a competitor.

AI receptionist

Software that answers your phone in your business voice, answers questions, captures job details, and books appointments, day or night.

Map pack

The block of three local businesses Google shows at the top of local search results. Reviews and proximity heavily influence who appears there.

Attribution

Connecting a booked job back to the marketing channel that produced it, so you know what actually pays.

Reactivation

Reaching out to past customers to bring them back for repeat or seasonal work.

Pipeline

A visual view of every open opportunity and what stage it is in, from new lead to booked job.

Lead

Anyone who contacts your business about a potential job, by call, text, form, or chat.

Review gating

The unethical and against-policy practice of blocking unhappy customers from leaving public reviews. ReviewPoint instead routes concerns to you privately while inviting all customers to review, which is compliant and effective.

Estimate follow-up

Automatically following up on quotes that have gone quiet so more of them turn into booked work.

Front office

Everything that happens before the job: answering the phone, capturing the lead, following up, and booking. The part of the business ReviewPoint runs.

Close rate

The percentage of leads or estimates that turn into booked, paying jobs.

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