Lost & Found Marketing

BACKGROUND

Please describe your company and position.

I am the Director of Performance Marketing of American Restoration

Describe what your company does in a single sentence.

We operate a portfolio of restoration service brands covering water damage, fire damage, and mold remediation across multiple markets. My team owns marketing, analytics, and SEM across the portfolio: paid search, local SEO, Google Business Profile, call tracking, attribution, and performance reporting for all brands.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Lost & Found Marketing to accomplish?

• Improve lead quality and volume across our portfolio of brands through Google Ads and Local Services Ads, with spend efficiency targets tied to real revenue, not just platform-reported conversions.
• Build end-to-end attribution so every dollar of ad spend can be traced from the click to the booked job and collected revenue across all brands.
• Stand up data warehousing and reporting infrastructure that gives our marketing team full visibility into performance, connecting campaign data with our backend systems and call tracking.
• Scale paid search across a growing portfolio of brands while holding ROAS targets per campaign type, and act as a proactive strategic partner, not just a button-pushing vendor.

SOLUTION

How did you find Lost & Found Marketing?

Referral

Why did you select Lost & Found Marketing over others?

• High ratings
• Great culture fit
• Skills and Technical Ability

How many teammates from Lost & Found Marketing were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Lost & Found serves as our paid search partner across a portfolio of restoration brands. The engagement covers campaign strategy, management, and optimization for Google Ads, Local Services Ads, and Microsoft Ads, with monthly spend in the six figures across the portfolio.

 Key deliverables:

• Full campaign management: build-out, ongoing optimization, keyword and geo strategy, budget pacing, and bid management against ROAS targets defined per campaign type and per brand.
• LSA program management, including lead handling strategy, service area and radius modeling, and ongoing performance tuning across brands.
• In-house attribution and data warehousing: they connected our campaign data with our CRM, call tracking, and backend systems so spend can be traced end to end, from click to booked job to collected revenue.
• Regular performance reporting with clear visibility into spend, lead volume, lead quality, and revenue outcomes, plus proactive recommendations rather than reactive answers.
• Strategic partnership: quarterly planning input, landing page and conversion feedback, and honest pushback when our team's assumptions didn't match what the data showed.

Communication runs through a shared project management workspace with a dedicated team, and responses are consistently fast. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Matured PPC and LSA programs deliver mid-double-digit ROAS across the portfolio, we have full end-to-end attribution from ad spend to collected revenue on every brand, and lead quality improved measurably once campaigns were optimized against booked jobs instead of raw conversions. The portfolio has scaled to significant six-figure monthly spend while holding those efficiency targets.
• Full attribution visibility: we went from platform-reported conversions with no line of sight into revenue, to spend being traceable end to end, from click to booked job to collected dollars, across every brand in the portfolio.
• Lead quality improved alongside volume. Because campaigns are now optimized against actual booked jobs instead of form fills and calls, we're spending against real outcomes. One pilot brand produced roughly $780K in job revenue against about $50K in spend, a 15.7x return.
• The portfolio scaled to six-figure monthly paid search spend across multiple brands and channels while holding ROAS targets, which is a direct result of the measurement infrastructure Lost & Found built.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

• Project management has been one of the strongest parts of the engagement. We work through a shared project management workspace where tasks, owners, and deadlines are visible to both teams, and we have a dedicated group on their side (account leadership plus the day-to-day media team) that knows our brands well. Deliverables land on time, including recurring items like daily conversion data exports that feed directly into our internal reporting, so our own dashboards and pipelines stay current without us having to chase anything.
• Responsiveness is excellent. Questions get answered the same day, most of the time within a couple of hours, and nothing goes into a black hole. When something urgent comes up, like a spend anomaly or a tracking issue, they're on it immediately and communicate proactively rather than waiting for us to notice. What I appreciate most is that they treat our requests as a conversation, not an order queue. If we ask for something that the data doesn't support, they'll push back and explain why, which has saved us from bad decisions more than once.

What was your primary form of communication with Lost & Found Marketing?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

• What stands out most is how they think, not just what they deliver. My philosophy in marketing has always been to question everything and assume nothing, no matter who's in the room, and Lost & Found genuinely operates the same way. They dig into the data before drawing conclusions, they challenge assumptions including our own, and they have the guts to push back when they disagree with a call from the client side. That kind of honesty is rare in this industry, where most agencies just nod and bill.
• On the technical side, their in-house attribution and data warehousing is above and beyond what agencies typically provide. Most PPC firms stop at platform-reported conversions. Craig's team built the infrastructure to trace every dollar from click to booked job to collected revenue, and they constantly push to get more data sources connected because they want full visibility into everything. That measurement-first mindset is why we trust their recommendations and why the programs perform.
• Put together, I'd rank them in the top 1% of vendors I've worked with across my career, agency side and in-house.

Are there any areas for improvement or something Lost & Found Marketing could have done differently?

• Project management is honestly the area with the most room to grow. We have a shared workspace and a dedicated team, and recurring deliverables like daily conversion data exports generally land on time. But their processes can be a bit rigid, and getting changes made to how work is tracked and delivered takes more effort than it should. Response times on actual campaign questions are excellent, same day almost every time, and the team knows our brands well. The operational side just hasn't scaled as fast as the media side, and leadership is stretched thin across the account base.
• The media work itself is excellent, but project management is the weaker side of the operation. Processes can be rigid at times, and there's room to be more open-minded when we suggest changes to how work gets tracked and delivered. On top of that, leadership is clearly stretched thin. Craig is fantastic and deeply invested in our account, but he's spread across too many things at once, and it sometimes shows in follow-through on the operational side. Some of that would solve itself with more structure or delegation behind him. None of this affects campaign performance, which is why we're still very happy with the partnership, but it's the area I'd point them to if they asked.