Case Study #554 
Client: BRAD LEGGETT 

##Small Home Improvement Service Business
32-Minute Chat Script
Client Profile:
– Owner-operated
– 4 employees
– Mix of small repairs + mid-size remodels
– Revenue ~$900k, inconsistent
– Owner overwhelmed

PART 1: BUSINESS DIAGNOSIS

| Opening
Consultant:
"Thanks for taking the time today. Here's how I'd like to use these 45 minutes.
I'm going to ask direct questions to understand your business, identify where AI can create the most impact, and then give you a clear implementation plan at the end.
Does that work?"
Client:
"yeah that works"

| Surface-Level Problem
Consultant:
"Let me start here. What made you book this call?"
Client:
"im busy but the money doesnt feel consistent. some months are great some are slow and im working all the time. i keep hearing about ai helping businesses but i dont know where to start"
Consultant:
"Okay. When you say 'busy', what does that mean? Walk me through last week."
Client:
"i was on job sites most days doing estimates at night handling customer calls in between"
Consultant (reflecting):
"So you're the salesperson, estimator, and project manager."
Client:
"pretty much"

| Narrowing to the Real Issue
Consultant:
"How do new jobs come in today?"
Client:
"mostly referrals. some google searches. a few repeat customers"
Consultant:
"Do you track where your best jobs come from?"
Client:
"not really i just take what comes in"
Consultant (pause, then):
"That's important. Because right now you're not choosing your work — your work is choosing you."
Client:
"yeah thats probably fair"
Consultant:
"Let me dig into that a bit more. When you say you 'just take what comes in' — is there work you wish you got more of?"
Client:
"yeah definitely the bigger remodel jobs are way better"
Consultant:
"Better how?"
Client:
"better money less chaos. when i land a 15k or 20k kitchen remodel the whole month feels different"
Consultant:
"And how often are you landing those?"
Client:
"not enough. maybe one or two a month if im lucky"
Consultant:
"Okay. So if you could wave a magic wand, you'd do more of those and less of...what?"
Client:
"the small stuff. the 2000 dollar repairs the handyman calls. they eat up time and dont really move the needle"
Consultant:
"Got it. So the work you want less of — how much of your current workload would you say that represents?"
Client:
"honestly probably half"
Consultant (nodding):
"And those smaller jobs — do they take less than half your time and energy?"
Client:
"no sometimes theyre actually worse. more phone calls more back and forth"

| Identifying the Specific Constraint
Consultant:
"Let me ask you something specific.
What percentage of your jobs would you say are under $5,000?"
Client:
"honestly probably half"
Consultant:
"And those jobs — do they take less than half the time and stress?"
Client:
"no sometimes theyre worse"
Consultant (clear diagnosis):
"Okay. I think I see the problem."
(Pause — intentional)
"You're running two different businesses at the same time."
Client:
"what do you mean"
Consultant:
"You're running a handyman business and a remodeling business — with the same team, the same pricing mindset, and the same attention. That's why you feel stretched and the income feels unstable."

| Pressure Testing the Diagnosis
Consultant:
"When you land a $15k–$25k remodel, how does the business feel?"
Client:
"way better less scrambling"
Consultant:
"And when you land five small jobs in a week?"
Client:
"exhausting and it doesnt feel worth it"
Consultant:
"Right. So the issue isn't demand.
It's job mix."

| Solution Framework (Business Strategy First)
Consultant:
"If this were my business, here's what I would do — and I'll be very direct."
Step 1: Choose What You Are
"You pick one lane.
You become a mid-size interior remodel company, not 'general home improvement.'"
Client:
"that would mean turning down work"
Consultant:
"Yes. And that's the uncomfortable part. But it's also the fix."

Step 2: Raise the Floor
"No jobs under $7,500 going forward."
Client:
"thats a big jump"
Consultant:
"It is. And here's why it works:
You need fewer jobs, not more.
Right now small jobs are stealing your time and capacity."

| Transition: Where AI Solves the Real Problem
Consultant:
"Now, here's where AI comes in — and this is critical."
"Cutting low-paying jobs only works if we can predictably generate high-value remodel projects. That's where most businesses fail. They raise standards but don't have a system to fill the gap."
Client:
"right thats exactly what im worried about"
Consultant:
"Good. That tells me you're thinking clearly about this."

| Identifying Where High-Value Jobs Actually Come From
Consultant:
"Let's talk about your best jobs. Think back over the last year."
"Where did your top three highest-paying projects come from?"
Client:
"one was a referral from a past customer one came from a realtor i know another was google i think"
Consultant (slowing down):
"Okay. That's important. Let's break that apart."

The Core Issue
Consultant:
"How often do you proactively follow up with past customers?"
Client:
"honestly i dont once the jobs done thats it"
Consultant:
"So your best source of high-ticket jobs is running on autopilot — and you're leaving money on the table every single month."
(Pause)
"That's not a marketing problem. That's a system gap. And it's exactly what AI can fix."

PART 2: AI IMPLEMENTATION SOLUTION

| Skills Assessment (Pre-Solution)
Consultant:
"Before I recommend the specific system, I need to understand what you're comfortable with technically. This way I can tailor the solution to what you can actually execute."
"Let me ask you directly — how comfortable are you with technology? Give me an honest assessment."
Client:
"not very i mean i can handle email and basic stuff but im definitely not tech savvy"
Consultant:
"Okay. Can you work with spreadsheets? Like Google Sheets or Excel?"
Client:
"yeah i use excel for estimates sometimes its not my favorite but i can do it"
Consultant:
"Good. And have you ever connected two tools together? Like making one app talk to another?"
Client:
"no never done anything like that"
Consultant:
"Alright. That's helpful. What about following step-by-step instructions — if I gave you a tutorial with screenshots, could you work through it?"
Client:
"yeah i can follow directions if theyre clear"
Consultant:
"Perfect. That's all you need."

| The AI Solution (Adapted to Skill Level)
Consultant:
"Here's what we're going to build, and I'm designing this specifically around your skill level."
The System:
An automated past-customer reactivation and referral tracking system.
What it does:

Tracks every completed job in a simple reference sheet
Automatically schedules follow-up at strategic intervals (3 months, 6 months, 12 months)
Sends personalized messages asking for referrals or identifying upsell opportunities
Runs completely hands-off once it's set up

Consultant:
"This isn't theory. And because you're comfortable with spreadsheets but haven't done automation before, I'm going to give you the easiest possible path to set this up."

| The Implementation Plan (14-Day + 90-Day Roadmap)
Consultant:
"Here's your exact roadmap."

Days 1–4: Build Your Customer Reference Sheet
Consultant:
"First step — and you already have the skills for this — we set up a simple spreadsheet."
"You mentioned you use Excel for estimates. This is the same thing, just tracking customers instead."
What goes in it:

Customer name
Project type
Job value
Completion date
Contact info
Follow-up status

Tool:
Google Sheets (I'm recommending this over Excel because it'll connect easier to the automation later)
Time investment:
2–3 hours to input your last 150–200 customers
Consultant:
"Can you see yourself doing that? Just data entry for a few hours?"
Client:
"yeah thats tedious but i can do that"

Days 5–7: Set Up Automated Follow-Up System
Consultant:
"Now, this is the part where we add automation. You said you've never connected tools before, so I'm giving you the absolute simplest option."
Consultant:
"Have you heard of Zapier?"
Client:
"maybe seen the name but never used it"
Consultant:
"It's basically a tool that connects your spreadsheet to your email. You don't write code — you just click buttons and fill in blanks."
"They have pre-built templates specifically for what we're doing. I'll give you the exact template link, and you'll just customize it with your business info."
Easiest setup:

Use Zapier's "Google Sheets to Gmail" template
Follow their step-by-step wizard (literally just clicking 'Next')
Pre-write 3 simple follow-up email templates
Test it once to make sure it works

Consultant:
"The entire setup will take you about an hour if you follow the instructions I give you. Does that feel manageable?"
Client:
"yeah if its really step by step like you said i think i can handle it"
Consultant:
"Good. It is."

...

***FULL STRATEGY OUTLINE AND SKILL DIAGNOSIS PRESENTED HERE***



***FINAL SUMMARY***

| Reality Check
Client:
"so id be getting referrals and follow ups happening automatically even when im on job sites"
Consultant:
"Exactly. The system works while you work."
Client:
"and i dont need to hire anyone or pay for ads"
Consultant:
"Correct. You're leveraging the customer base you already built. The AI just makes sure you're actually using it."
Client:
"okay yeah i can see how that works"

| Final Synthesis
Consultant:
"So here's the full picture."

You cut low-paying jobs to free capacity
You build an automated follow-up system that generates high-ticket referrals
You reposition your business around mid-size remodels
The system runs 24/7 without you thinking about it

Consultant (closing):
"This isn't about working harder or spending more on marketing."
"It's about using AI to turn your existing customer relationships into a predictable high-value lead engine."
Client:
"yeah that actually feels doable"
Consultant:
"Good. That's what a real AI implementation strategy feels like."

| End of Session
Consultant:
"You'll receive the complete 14-day implementation checklist and 90-day plan in your email within the hour. It includes tool recommendations, template scripts, step-by-step setup instructions with screenshots."
"Any final questions before we wrap?"
Client:
"no i think im good this is exactly what i needed"
Consultant:
"Perfect. Get started on that reference sheet this week. Everything builds from there."