First, how long have you been going?
It changes what matters most, so it's worth knowing up front.
And what kind of business is this?
So the conversation that follows actually fits what you do.
Before the audit starts: what do you think is holding your growth back?
There's no wrong answer. We're asking now, before the questions, so your gut answer stays your own.
When someone searches for your service in your area, where do you appear?
Search it on a phone that isn't logged in as you. That's what a customer sees.
How complete is your Google Business Profile?
Photos, services, hours, description, recent activity. Google favours the complete ones.
How does your website perform on a phone?
Most local searches happen on a mobile. Slow or awkward means they leave.
How many Google reviews have you had in the last three months?
Recency matters more than the total. Old reviews stop reassuring people.
Do you reply to your reviews?
Replies show a business that's present and cares. Silence reads as absent.
Where does your best proof actually live?
Proof on a directory works only while you keep paying for it.
A customer rings while you're on a job. What happens?
Most people who reach voicemail don't leave a message. They ring the next firm.
Someone messages you at 9pm. What happens?
Plenty of enquiries arrive outside working hours, when intent is highest.
What happens to website forms and social messages?
Scattered inboxes are where enquiries quietly die.
Someone enquires but doesn't book straight away. What happens next?
The job usually goes to whoever follows up, not whoever quoted first.
How quickly does a new enquiry get its first reply?
Interest cools fast. Hours later is often after they've been answered elsewhere.
Do reminders go out before a booked appointment?
Reminders are the simplest way to cut no-shows and late cancellations.
When a customer is due to return, who reminds them?
If your work repeats on any kind of cycle, this one compounds.
Do you ask happy customers for referrals?
The moment right after great work is when they're most willing, and least asked.
Could you list who's overdue a visit right now?
You can't win back customers you can't see slipping.
When did you last give past customers a reason to come back?
These are people who already chose you once. It's the cheapest work there is.
Are your past customers all in one place?
A list you can't reach isn't an asset.
Do you know whether you can lawfully contact them?
Most businesses can, properly done. Not knowing is what stops them trying.