BUSINESS FOUNDATIONS · 4 min read
Check your customer journey
Follow the path from finding your business to receiving a response. A practical check for owner-led service businesses.
Start with the path
your customer takes.
- Check the whole path, not just the homepage.
- Use a phone as well as a desktop.
- Fix broken contact paths before adding decoration.
- Keep a named owner for every inquiry channel.
CHECK 01
Find your business
Start where a new customer starts.
Search your business name. Open your business profile and website. Compare the name, hours, service area, phone number, and website links. Record anything that is inconsistent or out of date.
CHECK 02
Read like a first-time visitor
Can someone understand what you do?
Open your most important service page on a phone. Look for a plain explanation of the service, who it is for, authentic proof, and a clear next step. Note questions the page leaves unanswered.
CHECK 03
Follow the contact path
Make sure the next step is reachable.
Follow each visible call, booking, and inquiry link. Check that the destination opens and the fields are understandable. If you arrange a real test inquiry, identify it as a test and coordinate with the person receiving it.
CHECK 04
Check who responds
A working form is only part of the job.
Ask your team where each type of inquiry arrives, who owns it, and what happens outside opening hours. Check the acknowledgement and follow-up process using a coordinated test. Avoid placing sensitive customer information into ordinary forms.
MAKE A PRACTICAL PLAN
Turn your observations into a priority list
Use this prompt after checking your own website and profiles. Share only public business information.
Help me prioritize improvements to my customer journey. I will give you observations from four checks: Find, Trust, Contact, and Respond. Separate verified problems from assumptions. For each problem, explain the customer impact, propose the smallest practical fix, and name what I should verify afterward. Do not invent rankings, results, reviews, or missing facts. Ask for evidence where needed. Here are my observations:
What to do next
Fix the broken paths
Correct inaccurate details, broken links, and missing inquiry notifications first.
Clarify the decision
Improve service explanations, authentic proof, and visible next steps.
Keep it maintained
Assign responsibility for profile changes, content updates, and inquiry follow-up.