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Business

Pillar 1: Visibility (Online Presence)

Q1: How would you describe your online visibility? *

A) We have little to no online presence, no website or basic/outdated one

B) We have a website and some social profiles but they're not actively maintained

C) We have a professional website and active social media presence

D) We have optimized web presence with SEO, consistent branding, and regular content

Q2: How do new leads typically find you? *

A) Almost entirely through word-of-mouth and referrals

B) Mix of referrals and occasional online searches

C) Multiple channels including search, social, and directories

D) Diversified inbound with paid ads, organic search, content marketing, and referrals

Q3: How consistent is your marketing activity? *

A) We don't really do marketing, it's reactive or word-of-mouth only

B) We do occasional marketing when business slows down

C) We have a basic marketing calendar but execution is inconsistent

D) We execute a consistent marketing strategy with planned campaigns and measurement

Pillar 2: Capture (Lead Response and Handling)

Q4: How quickly do you respond to new inquiries? *

A) We often miss calls and respond to inquiries within 24+ hours

B) We try to respond same-day but it's inconsistent

C) We respond within a few hours during business hours

D) We have systems ensuring response within minutes, any time of day

Q5: What happens when you can't answer the phone? *

A) Calls go to voicemail, we call back when we can

B) We have voicemail and try to return calls promptly

C) We have an answering service or dedicated staff for calls

D) We have 24/7 coverage with text-back and instant booking capability

Q6: How do you capture and organize lead information? *

A) No system, information is scattered across notes, texts, and memory

B) Basic spreadsheet or simple contact list

C) CRM system but not fully utilized or kept up to date

D) Fully integrated CRM with capture from all channels

Pillar 3: Sales (Pipeline and Conversion)

Q7: How do you track leads through your sales process? *

A) We don't really track leads, we just hope they call back

B) We have a mental or informal system to follow up

C) We have defined stages but tracking is manual

D) We have a structured pipeline with stage tracking and follow-up sequences

Q8: What happens after you send a quote or proposal? *

A) We wait for them to get back to us

B) We try to follow up but it's inconsistent

C) We have a manual follow-up process after quotes

D) We have quote follow-up sequences with multiple touchpoints

Q9: How do you handle appointment no-shows? *

A) We lose that opportunity, no consistent follow-up

B) We might call once to reschedule

C) We send reminders before appointments and try to reschedule no-shows

D) Reminders prevent most no-shows; recovery sequences handle the rest

Pillar 4: Retention (Reviews, Referrals, Reactivation)

Q10: How do you stay in touch with past customers? *

A) We rarely hear from past clients once the job is done

B) We get occasional unsolicited referrals

C) We have a process to ask for referrals but it's not consistent

D) We have systems that consistently generate referrals and repeat value

Q11: Do you have a consistent review and reputation process? *

A) We rarely ask for reviews

B) We sometimes ask for reviews manually

C) We ask for reviews after key milestones but it's not consistent

D) We have review campaigns tied to service milestones

Q12: Do you run reactivation or win-back campaigns? *

A) No reactivation campaigns, we focus on new leads only

B) Occasional one-off blasts when business is slow

C) We run some reactivation campaigns during slow periods

D) We have scheduled reactivation and win-back campaigns at least quarterly