How to use this
Tick every statement that is true for your business today. Be honest, nobody is grading you. The unticked boxes are exactly where money leaks.
1. Every new enquiry gets a reply within 5 minutes, including evenings and weekends.Not "usually", not "when the front desk is free".
2. Instagram, WhatsApp and Facebook messages are answered in one place.Not on three phones and two inboxes.
3. A booking link goes out in the first reply.The lead can book in two taps without waiting for a call back.
4. You know which service each enquiry is about.Before anyone picks up the phone.
5. Leads that do not reply are followed up automatically.At least twice, at sensible intervals.
6. Every booked visit gets a reminder 24 hours and 2 hours before.With an easy way to reschedule.
7. No-shows are contacted the same day.And offered a new time.
8. You ask every happy client for a Google review.Automatically, not when you remember.
9. Past clients are contacted again after 3 to 6 months.A quiet win-back costs far less than a new lead.
10. You can say how much one booking costs you.Ad spend divided by bookings, not by clicks.
Your score
| Ticked | What it means |
|---|
| 9 – 10 | Strong base. Look at the gaps that remain and at automating what you do by hand. |
| 6 – 8 | Leaking in a few places. The fixes are usually quick: faster first reply, reminders, follow-up. |
| 3 – 5 | A meaningful share of your enquiries is lost every week. Replies and follow-up come first. |
| 0 – 2 | Almost everything depends on someone being free. A simple system would change this quickly. |
Where to start, in this order
1
Speed of the first replyQuestions 1 to 3. This is the biggest lever and the cheapest to fix.
2
Follow-up and remindersQuestions 5 to 7. Most "lost" leads were never lost, just never followed up.
3
Reviews and win-backQuestions 8 and 9. Steady, low-effort growth from people who already know you.
4
Know your numberQuestion 10. If you cannot say what a booking costs, you cannot tell good advertising from wasted spend.
Know your numbers first The free CAC / LTV calculator shows what one customer costs you, what one is worth over time and whether you gain or lose money on each. It takes about 60 seconds.
Want us to run this audit with you?
In a free 30-minute walkthrough we go through your own answers and show what a fix looks like. No obligation.
Book a free walkthrough