The phone was the most expensive tool in the van
Right Flow focuses on the work that keeps homes running: leaks, blockages, tap and toilet repairs, heat pump servicing and unvented cylinder work. It is deliberately a maintenance business. Smaller jobs, billed by the hour, deliver better returns than day-rate projects.
That model has one weak point. When you charge by the hour, every call answered under a sink is paid time lost, and every call sent to voicemail is a customer dialling the next plumber on Google. Right Flow was missing six to eight calls a week, and almost nobody left a voicemail worth calling back.
Why he chose Cyberstaff’s AI receptionist
Nicholas had tried AI receptionists before. The dealbreaker was always the same: they mangled the details. He switched to Cyberstaff because it was the only one that captured names, addresses and postcodes accurately, including across a full range of accents, where other services kept introducing errors. For a trade business, a wrong postcode is a wasted afternoon.
Better than voicemail, by a distance
Customers rarely leave detailed voicemails. They do answer questions. The AI Receptionist prompts each caller for exactly what Right Flow needs to quote and book the job, so the callback is a confirmation, not an interrogation.
The result: 70–80% of booking-related calls handled by Cyberstaff convert into paid jobs. Nicholas reviews the AI’s call summaries to triage between jobs, dipping into the full transcript only when he wants more depth. Nuisance and sales calls get filtered out before they ever cost him a minute.
He made it his own
The Cyberstaff team handled the initial setup, then Nicholas started tuning it himself. Much of Right Flow’s work sits in permit-only parking zones, so he added a question every plumber wishes they had asked: “What’s the parking like at yours?” He also has the AI Receptionist ask customers to send a photo of the problem over WhatsApp, so he arrives with the right parts on the van.
No developers, no support tickets. Just a trade owner shaping the system around how his business actually runs, and watching it learn and improve with every call.