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Tell us a little more about your business, then click "NEXT" below to begin your audit questionnaire.

Business Name

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Business Industry

Including you, how many employees/ team members work in your business?

Section 1: Reliability

Reliability is the foundation of business growth. It isn't just about the product or service you deliver. It's every direct experience or interaction a prospect or customer has with your business, and the systems and processes you have in place to ensure consistency in your operations. How does your business perform in the following areas?

Do you have a reliable communications platform or other system in place to track and log every customer communication (calls, texts, emails, chats) in one place?

Yes- We have a reliable system for tracking communications

Yes- We have a system, but it could be improved or better integrated

No- We do not have a reliable system for tracking communications

Estimates reveal that approximately 60% of calls to small business go unanswered. What percentage of inbound calls would you estimate your business misses or sends to voicemail?

When calls are missed, and/or other messages received, what is your typical time frame for returning the call or responding to the message?

Do you have a reliable "safety net" system or process in place so no critical task or follow up falls through the cracks if someone is unavailable (or forgets)?

Yes- We have a reliable backup system or process

Yes- We have a system, but it could be more reliable

No- We do not have a reliable backup system or process

Can customers reach your business 24/7- even outside business hours- and receive at least some response without relying on your team being immediately available?

Yes- Customers can reach us 24/7 even when we are not available

No- Customers can only reach us when team members are available

N/A or Uknown

How frequently do you set and communicate clear expectations with your prospects and customers about the products/services you offer?

How often do you proactively follow up with customers after service completion to ensure satisfaction?

How frequently are you and your team delivering the level of customer service and professionalism expected of a top tier business in your industry and marketplace?

In your assessment, how does your overall reliability in responsiveness, service delivery, and quality compare to the competition in your market?

Below Average- We Need To Improve

About Average / On Par With Most Competitors

Above Average / Better Than Most Competitors

Superior / We Are Top Tier Vs Our Competition

N/A or Unknown

Section 2: Reputation

Reputation earns visibility. It's much more than just word-of-mouth- It's the sum of everything people see about your business when they're not interacting with you, and many things hidden from view that impact how, and often if- your business is seen by others. How is your business performing in the following areas?

Do you have and control your Google Business Profile (GBP)? If yes, is it accurate and optimized with your busienss hours, services, and photos?

Yes- Our GBP is accurate and optimized

Yes- But our GBP may not be optimized or accurate

No- We do not have (or don't control) a GBP

N/A or Unknown

How often does your business request online reviews from your customers?

How often does your business reply or respond to online reviews (positive or negative) left by your customers within 48 hours?

Do you currently subscribe to a business listing/ citation service (like Yext, Uberall, or BrightLocal) to increase visibility of your business online?

Yes- We subscribe to a business listing service

No- We don't subscribe to a business listing service

N/A or Unknown

Is your website modern, professional, functional, SEO optimized, and mobile-device friendly?

Yes- Our website is modern, functional, and optimized

No- Our website could probably use some work

N/A or Unknown

Do you monitor your competitors' online reputation and visibility for comparison with your business?

Yes- We monitor our competitors online and compare results

No- We do not monitor our competitors online

N/A or Not Consistently

Do you follow compliance and legal requirements for your industry and region when marketing your services or communicating with leads or customers?

Yes- We are legally compliant and transparent

No- We may not be completely compliant

N/A or Unknown

Do you maintain a consistent and professional brand image (logos, colors, messaging) across your website, social media, and marketing materials?

Yes- Our brand image is consistent and professional

No- Our brand image is inconsistent or can be improved

N/A or Unknown

Do you feel confident that a prospective customer searching online will find both a strong, consistent presence for your business, and a positive reputation consistent with the quality of the services you provide and number of customers you serve?

Yes- Our online reputation and presence is positive and consistent

No- Our online reputation or presence could be improved

N/A or Unknown

Section 3- Readiness

Readiness means having the systems, processes, and discipline to deliver consistently as you grow. Readiness builds the confidence that you can handle more leads, more customers, and more complexity without dropping the ball. How are you performing in the following areas?

Do you have (or would you benefit from) a clear, documented sales process with greater visibility and tracking of your sales activities?

Yes- We have a clear, visual, and documented sales process

No- We could use a more structured, visible sales process

N/A or Unknown if we would benefit from a more structured process

Do you provide prospects & customers the following methods to contact you? Phone/voice calls; SMS/text messages (from a dedicated business number); email; and website or landing page-based chat portals and contact forms?

Yes, We offer each of these contact methods

No, We do not offer all of these contact methods

N/A or Unknown

Do you have a CRM or other system that effectively tracks all leads,inquiries, and customer interactions?

Yes- We track interactions with a CRM

Yes- We have another system in place (not a CRM)

No- We do not use a CRM or other system currently

Do you effectively leverage automation to reduce manual workload (reminders, confirmations, follow-ups)?

Yes- We leverage automation to reduce workload

Yes- But we could use it more effectively

No- We do not use automation to reduce workload

N/A or Unknown

Do you automatically send appointment confirmations and reminders to reduce no-shows?

Yes- We automatically send reminders and confirmations

No, We do not send reminders or confirmations

N/A- We do not need to set appointments with customers

Do you have a simple way for team members to add notes or tasks, contact customers or leads, and access or update customer records in real time, on both a computer and a mobile device?

Yes- We have a system with these capabalities

No- Our system does not have all of these capabilities

N/A or Unknown

If your lead flow doubled tomorrow, do you have the systems and processes in place to handle the increased leads without dropping the ball?

Yes- We have the systems and processes for more leads

No- We aren't prepared for significantly more leads

N/A or Unknown

Are you currently leveraging technology (automation workflows, system integration, and/or artificial intelligence) in your business to increase efficiency and effectiveness in your service and sales processes?

Yes- We are leveraging technology's many benefits

No- We could better leverage technology in our business

N/A or Unknown

Are you confident in your team's ability to build and maintain systems and processes internally, and to follow them consistently?

Yes- We can build & maintain systems internally

No- We need help building & maintaining systems

N/A or Unknown

Section 4- Resell

New customers help to grow your business, but repeat customers make it profitable. Build deeper customer relationships and maximize your lifetime customer value with retention, upsells, cross-sells, and reactivation of past customers. How are you performing in the following areas?

Do you have a system to regularly follow up with current or past customers after they buy?

Yes- We follow up after the sale regularly

No- Our after purchase follow up could improve

Do you send automated renewal or purchase reminders (internal and/or external) for products, contracts, or services that expire or have re-order or service schedules?

Yes- We have automated renewal or purchase reminders

No- We do not have automated renewal or purchase reminders

N/A- We do not offer renewable products or services

Do you consistently ask customers for referrals after a successful interaction?

Yes- We consistently ask for referrals

No- We do not consistently ask for referrals

N/A- Our business would not benefit from referrals

Do you maintain an up-to-date database of every customer's contact information and purchase history?

Yes- We maintain an up-to-date customer database

No- We do not maintain a customer database

Do you provide loyalty or VIP programs to encourage repeat business?

Yes- We use loyalty or VIP programs

No- We do not use loyalty or VIP programs

Do you have a system or process for checking in with past customers to see if they need additional services or support?

Yes- We have a process for checking in with customers

No- We do not have a process for checking in with customers

Do you offer cross-sell or up-sell opportunities as part of your customer journey?

Yes, We send cross-sell and/or up-sell offers

No- We do not send cross-sell or up-sell offers

N/A- We would not benefit from cross-sell or up-sell offers

Do you send seasonal or event-based promotions to your existing customer list?

Yes- We send seasonal or event-based promotions

No- We do not send seasonal or event-based promotions

Do you have a system or process to re-engage customers who haven't purchased in 6-12 months?

Yes- We have a plan to re-engage customers

No- We do not have a plan to re-engage customers

N/A- We would not benefit from re-engaged customers