The Local Growth Leak Checklist

List every enquiry source

Document phone, website forms, email, social messages, referrals, booking tools, directories, repeat customers and walk-ins.

Check that each source has an owner

Every enquiry path should have a named role responsible for monitoring, responding and recording the enquiry.

Confirm website forms create a usable record

Form submissions should capture the basic job details, contact details, source and consent status without relying on an inbox search.

Test notification delivery

Submit each form and confirm the notification reaches the right people quickly, including after-hours or staff absence scenarios.

Set a target response time

Agree what good looks like for new enquiries during business hours and after hours.

Review missed-call handling

Check whether missed calls trigger a callback task, message, booking link or other visible follow-up action.

Create a first-response script or template

Use a short, practical response that confirms the enquiry, asks for missing details and sets the next step.

Measure response delay

Sample recent enquiries and record how long it took before the first meaningful response.

Map the quote stages

Define the stages from quote requested to quote sent, followed up, accepted, declined or parked.

Add structured chase points

Decide when quotes are followed up, by whom, and through which channel.

Record quote outcomes

Track whether quotes are accepted, lost, deferred or unresponsive so future effort is not guesswork.

Identify quotes with no next action

Run a report or manual sample to find open quotes that have no owner, date or planned follow-up.

Segment existing customers

Group past customers by service type, last job date, location, consent status and likely next need.

Identify sensible reactivation moments

Look for maintenance cycles, renewal windows, seasonal work, annual checks or follow-up service opportunities.

Remove poor-fit contacts

Exclude duplicates, bad records, unsubscribed contacts, complaint cases and customers who should not be contacted.

Write a relevant reactivation message

Keep it useful, specific and easy to opt out of. Do not make the message look like a generic blast.

Choose the right review trigger

Decide when a completed job should prompt a review request, and who confirms the customer is suitable to ask.

Standardise the request

Use a simple review message that is polite, accurate and easy for staff to send consistently.

Track requests and outcomes

Record which customers were asked and whether the request produced a review.

Close the loop on poor feedback

Have a process for responding to issues before asking for public feedback.

Record consent status clearly

Keep marketing consent, service communication and unsubscribe status visible in the customer record.

Avoid bought-list or scraped outreach

Focus on first-party enquiries, existing customer relationships and legitimate service communications.

Include unsubscribe options where appropriate

Commercial messages should have a clear way to opt out and should respect previous opt-outs.

Clean duplicates and dead records

Remove or merge duplicate contacts, bounced email addresses, invalid phone numbers and unclear records.

Track source and outcome together

Measure where enquiries came from and what happened to them, not just how many leads arrived.

Build a weekly leak view

Review missed calls, unanswered forms, overdue quotes, stale opportunities and customers ready for reactivation.

Assign next actions

Every open enquiry, quote or reactivation opportunity should have an owner and a due date.

Prioritise one fix for the next 30 days

Choose the highest-value operational gap and improve that first before expanding the automation roadmap.