Your phone is ringing, but you’re on a ladder
Look, I’ve seen this a thousand times. You’re out on a job, you’re in a meeting, or maybe you’re finally trying to have a beer on a Friday afternoon. Your phone buzzes. It’s a new enquiry.
But you can’t answer it.
By the time you call them back twenty minutes later, they’ve already called the next bloke on Google. That’s a couple of hundred—maybe a couple of thousand—bucks down the drain.
Most small business owners I talk to in Brisbane are flat out. They don’t have time to sit on live chat or answer every Facebook message within thirty seconds. But in 2024, if you don’t reply fast, you’re invisible.
That’s where AI-powered customer service comes in. And before you roll your eyes, I’m not talking about those annoying robots that just say "I don't understand" over and over. I’m talking about tools that actually help you get customers faster by doing the heavy lifting while you’re busy working.
What does this actually look like?
I’m not a fan of tech for tech’s sake. If it doesn’t make you money or save you time, throw it in the bin.
When we talk about AI customer service for a local business, we’re usually looking at three things:
1. The Instant Reply: Someone messages your Facebook page at 9 PM asking for a quote. The AI acknowledges them, asks what they need, and tells them when you’ll be in touch. 2. The Appointment Setter: A customer wants to book a service. Instead of playing phone tag for three days, the AI looks at your calendar and books them in. Done. 3. The Gatekeeper: It answers basic questions (like "Do you service Chermside?") so you don’t have to.
Let’s look at a real-world example
We worked with a local service business recently—let’s call them a tradie group. They were spending a decent chunk on ads, but their lead-to-job ratio was rubbish.
Why? Because they were getting enquiries at 7 PM when the owner was helping his kids with homework. He’d check his emails at 9 PM, feel too tired to reply, and wait until the next morning. By then, the lead was cold.
We set up a simple sales bot that lived on their website and Facebook.
Here’s what happened: - A customer messaged: "Hey, do you do emergency roof repairs?" - The AI replied instantly: "Yes, we do. What's your suburb?" - Customer: "Paddington." - The AI: "We've got a team in Paddington tomorrow morning. Can I get your mobile number so the boss can call you with a time?"
That customer felt looked after. They stopped searching. The owner woke up to a name, a number, and a specific job request ready to go. No chasing required.
Is this going to piss your customers off?
This is the biggest fear I hear. "I don't want my business to sound like a call centre in another country."
I get it. But here’s the reality: People hate waiting more than they hate talking to a bot.
If I’m a customer and I have a leaking tap, I don't need a deep philosophical conversation. I want to know if you can fix it and when you can show up. If a bot gives me that answer in ten seconds, I’m happy. If I have to wait six hours for a human to call me back, I’m annoyed.
Modern AI sounds remarkably human. We can train it to use your tone of voice. If you’re a "G'day mate" kind of business, the bot will be too. If you’re a high-end law firm, it’ll be professional and polished.
The cost of doing nothing
I like to do a bit of "back of the napkin" maths with my clients.
Let’s say an average job is worth $500 profit to you. If you miss just two enquiries a week because you were too busy to answer the phone or reply to a text, that’s $1,000 a week. Over a year, that’s $52,000 you’ve handed to your competitors.
Setting up a proper automation system usually costs less than a single one of those lost jobs. It’s one of the few things in marketing that pays for itself almost immediately.
How to get started (without breaking the bank)
You don’t need to go out and buy some massive enterprise software. Start small.
Step 1: Fix your missed calls There are tools now that can automatically text someone back if you miss their call. "Hey, it's [Your Name], sorry I missed you. I'm on a job—how can I help?" You’d be amazed how many people will text back instead of calling the next guy.
Step 2: Use a simple website chatbot Not the dumb ones from 2015. Use one that can actually capture a lead's details and put them straight into your CRM or send you a text.
Step 3: Automate the boring questions If you spend half your day telling people your opening hours or which suburbs you cover, put that into an AI FAQ. Let the machine handle the repetitive stuff so you can focus on the actual work.
My honest take
Look, some people will tell you that AI is going to replace your entire office staff. It won’t. Not for a local business. People still want to talk to the person doing the work eventually.
But AI is the best "assistant" you’ll ever hire. It doesn't take sick days, it doesn't forget to ask for a phone number, and it works at 3 AM on a Sunday without complaining.
If you’re still trying to manage every single enquiry yourself via a messy inbox and a phone that never stops ringing, you’re burning out for no reason.
Start with one small thing. Automate your lead capture. See how it feels to wake up to a list of ready-to-go jobs instead of a list of people you need to chase.
If you want to have a chat about how this actually works for a business like yours, give us a shout at Local Marketing Group. We’ll skip the jargon and just tell you what’ll work for your budget.
Ready to stop chasing your tail? Let’s talk.