How to check if your business is missing enquiries

Why test your own enquiries?

You see your business from the inside. Your customers see it from the outside, usually on a phone, often in a hurry. Testing puts you in their shoes for a few minutes.

It also catches problems that nobody tells you about. People rarely ring back to say your form didn't work. They just go elsewhere.

1. Ring your own number

Use a phone that isn't saved in your contacts, or ask a friend. Ring at a few different times: during a busy part of the day, at lunchtime and just after you close.

• How many rings before it's answered or goes to voicemail?
• Does the voicemail say who you are and when you'll call back?
• Is the voicemail box full?
• If you miss the call, does the caller hear anything from you afterwards?
• How long does it take you to notice and ring back?

2. Test your website form

Fill in your own contact form on a phone, as a customer would. Use a real email address you can check.

• Is the form easy to find from the page you land on?
• Is it comfortable to fill in with your thumb?
• After you press send, does the page clearly say it worked?
• Does the enquiry actually arrive in your inbox, and not in spam?
• Does the customer get any confirmation that you've received it?

3. Check your Google opening hours and details

Search for your business name on Google, on your phone. Look at the profile that appears. Many people never visit your website. They ring the number on Google, or decide you're closed and move on.

• Are your opening hours right, including bank holidays?
• Is the phone number the one you actually answer?
• Does the website link go to the right page and work?
• Are there questions or reviews waiting for a reply?

4. Time your replies

For one normal week, jot down when each enquiry came in and when you replied, whether it was a call, a form, an email or a social media message. You don't need anything fancy. A note on your phone is fine.

At the end of the week, look for patterns. Do enquiries pile up while you're working and only get answered in the evening? Do messages on one channel get forgotten? Customers often contact more than one business at the same time, so a slow reply can mean the work has gone by the time you get back to them.

What to do with what you find

Write down every problem, however small, then fix the easy ones first.

• Update your voicemail and your Google hours today. Both take minutes.
• If your form failed or went to spam, get it fixed before anything else.
• If you often miss calls while working, a missed-call text back can let callers know you'll be in touch.
• If you get the same questions again and again, an enquiry bot or a clear FAQ on your website can answer them for you.
• If arranging appointments takes up your evenings, online booking lets customers pick a time themselves.

Want someone to do the checks for you?

This is exactly what the free audit covers. I'll get in touch the way a customer would, check your website and Google profile, and send you a short report in plain English with clear fixes, each with a fixed price. There's no obligation to go ahead.