"We were paying for leads and getting calls, but too many opportunities depended on someone remembering to follow up."
Ryan Cole, Owner
The company
Busy phones, strong reputation, missed demand
Metro Door is a residential garage door repair and installation company serving a competitive suburban market. The team had steady call volume, strong technicians, and a solid local reputation.
The issue was not demand. Calls came in during jobs, after hours, and during office rushes. Web forms and estimate requests were scattered across inboxes, notes, and call logs.
The challenge
Good leads were slipping between calls and dispatch
The office was doing its best, but follow-up depended on memory. Some missed calls were returned fast, some were called back too late, and some never made it to dispatch.
Review requests were inconsistent, Google Business Profile activity was reactive, and the owner had no simple way to see which leads were booked, pending, or going cold.
"The office finally had one rhythm for missed calls, callbacks, reviews, and handoff to dispatch."
Maya Chen, General Manager
The solution
The Floodgate Method installed around daily operations
DoorDominance mapped the company's call flow, after-hours inquiries, service areas, job types, review process, and dispatch handoff. Then we installed a simpler follow-up rhythm around the office team.
Missed calls and web leads were organized by next action. Review requests became part of the post-job workflow. GBP activity was focused around the services and neighborhoods the company wanted to win.
The goal was not another system. The goal was a repeatable operating method that helped the office recover more demand and hand off qualified jobs faster.
The results
More recovered opportunities and cleaner job flow
Within the first rollout, the company had a clearer view of missed-call recovery, after-hours follow-up, review requests, and booked-job handoff. The owner could see which parts of the lead flow needed attention.
CSRs had a cleaner process for calling back homeowners, dispatch received better handoff notes, and the team stopped treating reviews and GBP as separate chores.
Most importantly, the company stopped losing as much demand to silence, delay, and unclear ownership.
