Free Playbook

The Customer Leak Audit Checklist.

Twenty-four checks across the eight places customers leak. Run it yourself in an afternoon — before you buy another tool, and before you talk to us.

Download the ChecklistPreview it below ↓
HOW TO USE IT~1 AFTERNOON
01Check every box you can honestly answer yes to.
02Every unchecked box is a suspected leak — rank them by revenue impact.
03Bring your top three to a 20-minute review — or fix them yourself. The checklist works either way.
01Missed calls
We know our ring-out rate — including lunch, evenings, and weekends.
Every missed call has a designed next step — not just voicemail.
Someone owns calling missed numbers back — with a deadline.
02Follow-up speed
We know our time-to-first-response for every channel, not just phone.
A new lead gets a response inside 5 minutes during business hours.
After-hours leads get an acknowledgment — and a named owner by morning.
03Handoffs
Customers never have to repeat themselves after a transfer.
Escalations carry a summary, context, and urgency — automatically.
We track dropped threads — conversations that just… end.
04Support load
We know our top five contact drivers by volume.
We measure repeat contacts — the same customer, the same issue, again.
Deflected conversations get checked for actual resolution.
05Location consistency
Every location answers and qualifies callers the same way.
Offers and coupons are honored identically everywhere.
We compare locations on pickup, booking, and follow-up — on one scorecard.
06AI risk
Someone reviews what our AI actually says to customers, on a schedule.
There's a written list of things the AI must never say or do.
AI answers trace back to approved, current source material.
07Post-sale launch
New customers hit a designed onboarding, not an improvised one.
Ownership after the sale is named — who runs launch, who answers questions.
There's a 7/14/30-day review rhythm after every launch.
08Proof
We measure resolution — not just answered, contained, or closed.
Revenue recovered by fixes is logged, not estimated after the fact.
Leadership sees one page a month they actually read.
Fewer than 18 boxes checked? You have leaks worth finding properly.
Bring your top 3 to a review →
Common questions

Questions about the checklist.

It's twenty-four checks across the eight places customers leak: missed calls, follow-up speed, handoffs, support load, location consistency, AI risk, post-sale launch, and proof. Each category has three plain yes/no statements you can honestly answer about how your operation actually runs today.

Check every box you can honestly answer yes to. Every unchecked box is a suspected leak, so rank them by revenue impact. Then fix your top three yourself, or bring them to a 20-minute review. The checklist works either way — it's designed to run in an afternoon.

It means you have leaks worth finding properly. Fewer than eighteen checked is the signal that customer experience is losing leads, revenue, or trust somewhere across calls, follow-up, handoffs, or post-sale. That's the point where a structured review usually pays for itself.

No. Run it yourself before you buy another tool and before you talk to us — that's how it's meant to work. If you want a second set of eyes, you can bring your top three suspected leaks to a 20-minute review, but the checklist stands on its own.

Because AI without review is a new risk layer. The AI-risk checks ask whether someone reviews what your AI says to customers on a schedule, whether there's a written list of things it must never say, and whether its answers trace back to approved, current source material.

Want it as a working document?

We'll send the checklist — and walk your top three leaks with you if you want a second set of eyes.

Get the ChecklistOr skip to the full audit