Guest: Josh Crouch, Relentless Digital
Host: Jim Ahlin, Roofing Success Podcast
Listen to the Episode: https://roofingsuccesspodcast.com/roofing-leads-follow-up-mistake-ai-automation-joshua-crouch-267
Links:
https://www.relentless-digital.com
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From Furnace Runs to Automation: How Joshua Crouch is Reshaping Service Businesses
Embracing the Entrepreneurial Journey
Joshua Crouch’s story isn’t one of overnight success. It’s a testament to what happens when grit meets curiosity—and you commit to building better systems, not just working harder. Starting in the HVAC world, Joshua’s early career included everything from accounting he hated to 20-hour days hauling furnaces through Wisconsin’s coldest winter in decades. The lessons were hard-won: failing to pay taxes on time, nearly running out of credit, and watching a team shrink from 20 technicians to 3. But amid the chaos, he spotted the inefficiencies that cost companies money, time, and reputation.
Fast forward to today, Joshua has become a driving force in home services automation. As the founder of Relentless Digital and Trade Automation Pros—and co-host of the Service Business Mastery Podcast—he now helps contractors bridge the gap between leads and lasting customer relationships with smart, automated systems.
“If you could automate anything, what would you automate?” Joshua often asks. “Most people don’t even know what’s possible.”
Filling the Leaky Bucket: Speed-to-Lead and Missed Calls
One of Joshua’s main insights is that businesses often obsess over generating leads while ignoring the cracks where opportunities leak away. He points out that nearly 40% of contractors fail to respond to leads within five days. Even worse, many think they answer every call—until someone shows them the call logs.
For roofers, this is a huge wake-up call. If you’re spending thousands of dollars driving web form submissions, Facebook leads, or calls but not replying within minutes, you’re handing that money to competitors.
Joshua recommends starting with a speed-to-lead system that immediately texts or emails every inbound lead. Then, use missed-call text backs—automated messages that keep the conversation going if a call isn’t answered. These tools don’t just improve conversion rates; they create an experience where prospects feel valued and heard.
“Just being fast is a leg up from your competition,” Joshua emphasized. “You don’t even have to be good—just be first.”
Estimate Follow-Ups: The Fortune in the Follow-Up
Beyond initial contact, one of the most neglected areas is estimate follow-up. Many contractors manage a couple of touchpoints—maybe one or two phone calls—but Joshua points out that the real magic happens after 7–12 interactions. Staying top of mind takes consistent outreach, which is why automating nurture sequences is essential.
Text, email, and even video updates can be set up to drip out over weeks, reminding prospects why your company stands out and reinforcing trust. Joshua advocates for mixing educational content with reminders—think warranty details, customer testimonials, and process videos. The goal is to make choosing you the obvious decision.
Content as Currency: Omnipresence and Trust
In a world where AI-generated content and zero-click searches are everywhere, it’s harder for customers to know who to trust. That’s why Joshua believes authentic content is the currency of modern marketing. He encourages contractors to start simply: grab a phone, record answers to common questions, and post consistently.
Whether it’s educational videos, case studies, or behind-the-scenes clips, content builds familiarity and credibility. And it fuels your nurture sequences and remarketing campaigns—creating a virtuous cycle that supports sales.
He shared practical tips to get started:
- Use AnswerThePublic.com to discover real search questions.
- Record short videos answering those questions.
- Post across platforms—Google Business Profile, Facebook, Instagram, LinkedIn.
- Repurpose those videos in email campaigns and follow-ups.
You don’t need fancy production. In fact, authentic, low-fi videos often outperform slick commercials, because they feel real.
Staying Ahead in the AI Age
Many contractors worry AI will erode search traffic or replace personal touch. Joshua acknowledges those shifts but remains optimistic. Tools like AI-powered chatbots can manage customer interactions 24/7—and in some cases, so naturally that customers bake cookies for them, thinking they’re real staff.
At the same time, he emphasizes the importance of owning your customer list. Social media and search algorithms will continue to change, but your email and SMS lists are assets you control. Nurturing those lists ensures you can stay connected no matter how platforms evolve.
“If you own your list, you own your destiny,” Joshua said. “Everything else is just rented ground.”
Final Reflections: Plug the Holes, Build for the Future
Joshua’s experience proves that working harder isn’t enough if your systems can’t keep up. Roofing companies must embrace automation not as a luxury but as the backbone of sustainable growth. From speed-to-lead and follow-ups to authentic content and AI assistants, the goal is clear: eliminate friction, serve customers faster, and free yourself to focus on what really matters.
The companies that thrive won’t be the ones with the flashiest ads or the biggest teams. They’ll be the ones that show up first, follow up often, and build trust at every step.
FAQs: Roofing Business Takeaways from This Episode
Topic: Marketing
Q: How can I improve my roofing company’s response time to new leads?
A: Implement a speed-to-lead system that automatically sends a text or email the instant a web form, Facebook lead, or call comes in. This ensures prospects get an immediate reply, showing professionalism and reducing the chance they’ll contact competitors. Tools like missed-call text backs can also recover up to 15–20% of leads you might otherwise lose.
Topic: Sales
Q: What’s the most effective way to follow up on estimates without annoying prospects?
A: Automate a multi-step nurture sequence combining emails, texts, and videos. Space the touchpoints over days and weeks, focusing on helpful content like warranty info, testimonials, and FAQs rather than hard sells. Research shows most sales happen after 7–12 touches.
Topic: Operations-Management
Q: How do I know if my team is missing calls or not following up?
A: Use call tracking tools and AI-powered call analysis to audit inbound calls. Many businesses believe they answer every call, but detailed tracking often reveals 15–40% of leads are mishandled or never contacted.
Topic: Technology-Innovation
Q: Can AI chatbots really handle customer conversations effectively?
A: Yes. Modern AI chatbots can book appointments, answer common questions, and nurture leads so naturally that customers often don’t realize they’re talking to software. Just ensure you disclose AI use appropriately and customize the chatbot’s responses to match your brand.
Topic: Growth-Expansion
Q: What’s omnipresence marketing, and how can I apply it?
A: Omnipresence means your brand shows up consistently across platforms—Google, Facebook, YouTube, LinkedIn—so prospects see you everywhere. Start by repurposing content across channels and connecting your Google Business Profile to your social accounts so your videos and posts appear in searches.
Topic: Customer-Service
Q: How can I make prospects feel valued even before we talk?
A: Fast, personalized responses and educational content are key. Automation ensures no lead falls through the cracks, while well-crafted videos and emails help prospects feel informed and confident in your expertise.
Topic: Education-Training
Q: What’s the easiest way to start creating content if I’ve never done it?
A: Use free tools like AnswerThePublic.com to find common roofing questions. Then, record simple videos answering those questions. You don’t need professional equipment—just a phone and a willingness to start. Over time, your comfort and skill will grow.
Topic: Finance-Accounting
Q: Is it worth investing in automation tools during an economic slowdown?
A: Yes. Automation helps you get more value from the leads you already pay to generate. It also reduces administrative costs by handling repetitive tasks, letting your team focus on revenue-producing activities.
Topic: Niche Services
Q: How can automation help if I specialize in high-end or specialty roofing?
A: Automation isn’t just for volume businesses. Even in niche services, it ensures every lead receives fast, professional contact and that complex estimates are followed up consistently. It also helps maintain a premium customer experience.
Topic: Legal-Compliance
Q: Are there compliance issues with AI chatbots and automated texting?
A: Always disclose when an AI assistant is being used, especially in calls where regulations may require it. For texts, comply with opt-in requirements and allow customers to unsubscribe easily. Work with providers familiar with home services compliance rules.
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