Free · four minutes · sixteen questions

Where does it leak in your business?

Revenue rarely leaks in the market. It leaks between the tools — in the handover to the field team, in the days between enquiry and quote, in the address that gets retyped for the third time. Sixteen questions, and you know which three leak first in your business.

Handover

Can your field team see the status of an open request without calling someone?
Does the office know within an hour that a site visit is done?
Is the current status of a deal in one place, and not in several systems side by side?
Can a colleague take over the open requests of a sick technician without a handover meeting?

Response time

Do you know how many hours, on average, sit between request and quote?

Take your last five quotes sent. For each, count the working days between first customer contact and the moment it went out the door.

Optional. Skip it if you can't look it up right now.

Does a quote go out without someone retyping data from another system?
Does an enquirer get a reply within 24 hours, including at weekends and in a holiday week?

Look up your last ten enquiries that came in outside office hours. Count the hours until the first substantive reply from a human — an auto-acknowledgement doesn't count.

Optional. Skip it if you can't look it up right now.

Can you see which step in the process takes the most time?
Can you show a customer a drawing or calculation within a week, even when the colleague who makes it is away?

Double entry

Is the name and address of a new enquiry typed only once?
Are WhatsApp conversations with customers stored somewhere a colleague can find them?
Does an enquiry from your website land automatically in the system you work in?
Do you know, for every lead, where it came from?

Stacked costs

Do you know off the top of your head how many software subscriptions you have and what they cost per month together?
Is there a tool you pay for that someone opens less than once a week?
When an employee leaves, can you revoke all their access within a day?

16 questions to go.

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