The 15-Point Phone Audit: Are You Losing Jobs Before You Know It?

How to score yourself

For each item, give yourself 1 point if you're doing it well, 0.5 if it's inconsistent, and 0 if it's missing. A score of 12+ means you're in great shape. Under 8 means you're likely losing jobs every week.

The 15 points

• Calls are answered in under 3 seconds on average
• After-hours calls are answered, not sent to voicemail
• Every caller hears your business name and a clear greeting
• You collect name, location, and problem before offering a quote
• Urgency is assessed on every call
• You offer a real appointment during the first call
• Appointments are confirmed by SMS automatically
• Your calendar is checked before a slot is offered
• Calls are routed to the right tech by skill or zone
• Live transfers are smooth and callers don't repeat themselves
• Missed calls are followed up within 15 minutes
• Leads are tagged by intent and source
• You ask satisfied customers for reviews within 24 hours
• Call data is reviewed weekly for trends
• Your phone system works even when you're on the tools

What your score means

12–15: You're ahead of most competitors. Focus on optimising conversion and reviews. 8–11: You're doing some things well, but inconsistent answering is costing you jobs. 0–7: Missed calls are almost certainly your biggest leak. Fix answering first, then layer in qualification and booking.

Turn the audit into action

Pick the three lowest-scoring items and fix them this week. The businesses that move fast on phone improvements see results within days, not months. Start with answer speed and after-hours coverage — they deliver the biggest immediate lift.