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Diagnose My Leaks
Self-assessment · 17 controls

Your business may not need more leads. It may need fewer leaks.

This traces four handoffs — missed calls, dropped estimates, past customers, and lost referrals, reviews, and testimonials. Score each control honestly and you leave with a directional read on where value is escaping and which leak is worth sealing first. Results are directional by design: a range, not a forecast.

How scoring works

Score each control from 0 to 3.

17 controls, 51 points available. The score is only as good as the honesty behind it, so do not award a 3 without being able to point at the record, timestamp, report, or live workflow that proves it.

Ranges are acceptable here. You are scoring your belief about each control, and a control that feels sealed and a control that is sealed are frequently different controls — the point is the direction, and what to check first.

How your answers are used: they are added up in this browser tab to rank the layers and name the weakest handoff. Your answers are kept in this browser tab for the length of your visit, so navigating the site will not lose them. Nothing you enter is stored or transmitted, and your answers disappear when you close the tab. The result is a directional read — not a revenue forecast or promise. If you ask for the written report below your results, only your email address, anything you optionally add, your overall score and band, and your top-leak category are sent — never your answers.

0Open leak
No dependable process, or it depends entirely on memory.
1Patched
A process exists, but it is manual, inconsistent, or cannot be measured.
2Controlled
Documented and usually followed, but gaps, delays, or disconnected tools remain.
3Sealed
Observable, assigned, measured, and reliably produces the intended outcome.

0 of 17 answered

Running score 0 / 51

0 of 17 controls answered. Running score 0 of 51.

Layer 1 · Intake layer

Intake capture

Whether every inquiry that reaches the business lands somewhere accountable.

01Every inquiry lands in one accountable placeCan every call, web form, email, text, social message, and referral be found in one workflow that someone owns?

Check before you score: Trace one recent inquiry from each channel you use into the system where you would expect to find it.

02New inquiries get an immediate acknowledgmentDoes every prospect quickly receive confirmation that you have their inquiry and what happens next?

Check before you score: Compare inquiry timestamps against your first-response timestamps, including after-hours contacts.

03Missed calls and abandoned forms trigger recoveryWhen a caller hangs up, reaches voicemail, or starts an inquiry without finishing it, does a recovery action begin without someone remembering to start it?

Check before you score: Sample missed calls and incomplete forms from the last 30 days and look at what actually happened next.

Layer 2 · Detection layer

Leak detection

Whether work that has stalled becomes visible before the customer moves on.

04Every open opportunity has a status, an owner, and a next actionCan you see where each active opportunity stands, who owns it, and what has to happen next?

Check before you score: Open a handful of active records and check that owner, next action, and due date are all current.

05Stalled work surfaces before the customer moves onDoes something flag inquiries, estimates, approvals, invoices, or follow-ups that have sat longer than they should?

Check before you score: Look for an aging report or alert, then trace how one recent stalled item was resolved.

Layer 3 · TradeOps layer

TradeOps context

Whether customer context, tool reliability, and data custody stay under your control.

06One system is the authority on the customerIs there a single authoritative place for customer identity, contact history, job status, estimates, invoices, reviews, and referrals?

Check before you score: Look up the same customer in your CRM, phone system, scheduling, and invoicing tools and compare what each one says.

07Context survives every handoffCan office staff, dispatchers, technicians, and managers each see the context they need for their part of the work?

Check before you score: Follow one completed job from first contact through closeout and note every point where information was re-entered or lost.

08Tool and automation failures are visible and recoverableWhen an integration, automation, or vendor service fails, does someone find out, own it, and recover the underlying work?

Check before you score: Review error logs, failed automations, retry behaviour, and whatever the manual fallback is.

09You control access to your own customer dataDo you control who can reach customer data, what they can do with it, and how access is removed when someone leaves?

Check before you score: Review user roles, former-employee access, shared passwords, and whether you can export your complete customer history today.

Layer 4 · Routing layer

Routing and assignment

Whether work is qualified and assigned by explicit rules rather than in the moment.

10Opportunities are qualified before they are scheduledAre urgency, job type, customer fit, location, value, and required expertise captured before work goes on the calendar?

Check before you score: Compare the intake detail and the prioritisation decision across several recent opportunities.

11Scheduling and assignment follow explicit rulesAre jobs assigned using availability, geography, skill, equipment, and urgency rather than one person's judgment in the moment?

Check before you score: Review a representative week of dispatch decisions, and the exceptions someone made to them.

Layer 5 · Handoff layer

Field handoff

Whether the person doing the work arrives with everything already collected.

12The field team gets a complete job packet before arrivalDoes the assigned worker receive customer history, scope, photos, equipment details, access instructions, promises, and required materials before the visit?

Check before you score: Inspect a few recently dispatched job packets, then ask the technicians what they still had to chase down.

Layer 6 · Escalation layer

Escalation and follow-through

Whether delivered estimates reach a decision instead of going quiet.

13Every estimate enters a defined follow-up sequenceDoes every estimate you deliver receive scheduled follow-up until the customer decides or explicitly declines?

Check before you score: Sample estimates from the last 90 days and compare delivery, follow-up, response, and outcome.

14Unsold estimates are categorised and recoverableDo you record why work was not approved, and does that reason drive an appropriate recovery or later re-engagement?

Check before you score: Review your lost-estimate reasons and what each category actually triggers. If “lost” is the only reason available, that is your answer.

Layer 7 · Close layer

Close and continuity

Whether completion, payment, reviews, and repeat business are reconciled and measurable.

15Completion, payment, and open issues close togetherBefore a job is marked complete, are work confirmation, customer acceptance, payment status, open issues, and required records all reconciled?

Check before you score: Trace recent completed jobs through acceptance, invoicing, collection, and exception handling.

16Review requests follow a verified good outcomeDo you ask for a review right after a confirmed positive result, and hold the request while an issue is still open?

Check before you score: Check which satisfaction signal triggers the request, and confirm requests are suppressed while a complaint is unresolved. Timing a request after a genuine completion is legitimate; asking only the customers you expect to praise you is not.

17Referrals, repeat business, and annual customer value are measurableCan you identify who referred each customer, which customer generated each referral, what revenue resulted, and how both perform over the year?

Check before you score: Pick several referred customers and trace the referring customer, the resulting work, the revenue, and the acknowledgment they received.

How to read the total
Score ranges and the operating condition each one indicates
ScoreConditionWhat it indicates
0–17ExposedCore work depends on memory, individual effort, or disconnected tools.
18–30PatchedImportant processes exist, but inconsistent handoffs and limited visibility still let value escape.
31–42ControlledThe operation is functional and measurable, with specific gaps limiting predictability.
43–51SealedThe core workflow is controlled and observable.

A high total does not erase a zero. Any 0 on data custody, closeout and payment, or unresolved-issue handling is worth treating as the first priority regardless of where the total lands.