CUSTOMER JOURNEY AND ENQUIRY TOOLKIT FOR UK TRADES
More visibility will not help if the customer journey is already leaking.
Someone can find your business, look at your work, check your profile or website and still disappear before making contact.
And even when an enquiry does arrive, it can still be forgotten, left without a next action or disappear into WhatsApp, messages or memory.
Fix Before You Spend helps you find where that journey is breaking.
It gives you a structured way to check what a new customer can actually see and do, identify the clearest gaps, work through the most important fix first, test it again and keep real enquiries visible afterwards.
CHECK → FIX → RECHECK → TRACK
It checks both sides of the enquiry
BEFORE THE ENQUIRY
Can a new customer:
- find the right business?
- see clearly what you do?
- understand where you work?
- see enough proof to trust you?
- find a working contact route?
- know what to do next?
AFTER THE ENQUIRY
Once somebody contacts you:
- is the enquiry recorded?
- can you see where it came from?
- does it have a clear status?
- do you know when you last contacted them?
- is there a next follow-up date?
- can you see what is still waiting for action?
What you actually get inside the portal
1. 5-minute Customer View Test
Start by looking at the business as a stranger would. Not from what you know internally. From what a potential customer can genuinely see and do now.
It is designed to quickly surface obvious friction before you move into the deeper diagnostic.
2. Full 25-point diagnostic
Work through five areas of the customer journey:
- FIND – can the customer find the right business and information?
- TRUST – is there enough visible proof and credibility?
- UNDERSTAND – can they quickly understand the service and fit?
- CONTACT – is making an enquiry obvious and easy?
- FOLLOW-UP – once an enquiry arrives, is there a clear next action?
Answer YES, PARTLY, NO or NOT RELEVANT. The scoring is used to prioritise problems rather than to give you a meaningless vanity score.
3. Prioritised Fixes
The portal does not throw twenty jobs at you at once.
It brings the next priority forward and explains:
- why the issue matters
- what to change
- a construction or trade-business example
- what “done” should look like
- the pass criteria
- a place to record your notes
You work through one fix at a time.
4. Recheck
Editing something does not automatically mean it is fixed.
Recheck tells you how to test the change again from the customer side and what needs to be true before you can reasonably mark it as resolved.
Completed fixes move out of your active list so you stay focused on what is still unresolved.
5. Results
Results show your starting point, current position, completed fixes, remaining gaps and the next issue to work on.
The point is not to chase a perfect percentage. It is to know what deserves your attention next.
6. Enquiry Tracker
Once people contact you, keep the opportunity visible until it has a clear outcome or next action.
You can record:
- customer
- service needed
- enquiry source
- date received
- status: New / Contacted / Quoted / Won / Lost
- last contacted date
- next follow-up date
- estimated value
- notes
The tracker also shows total enquiries, open opportunities, won enquiries, items needing action and estimated won value.
Search, filters, editing, CSV export and print/save PDF are included.
Due and overdue follow-ups are shown inside the portal. The product does not send customer follow-up emails for you.
This is not a CRM.
If you already use Tradify or another CRM properly, keep using it. Fix Before You Spend is a diagnostic and action portal with a simple enquiry tracker, not a replacement for a full CRM.
Best for
Builders, electricians, plumbers, heating and gas engineers, roofers, landscapers, decorators, plasterers, joiners, property maintenance firms and similar UK local service businesses that want to check the customer journey before spending more on promotion.
It is particularly useful if you are thinking:
- “People look at the business but I do not know where they drop off.”
- “I get enquiries but they are scattered across different places.”
- “I do not have a reliable follow-up system.”
- “I am considering spending more on marketing but I am not sure the basics are ready.”
- “I know something needs fixing but I do not know what to tackle first.”
Not the right fit if
- you want guaranteed enquiries, sales or revenue
- you want somebody else to do the review and implementation for you
- you need a full CRM
- you already have a strong customer-journey diagnostic and follow-up process you use consistently
Want a human to look at it instead?
Fix Before You Spend is the self-service route. If you would rather have me review the problem with you, there are two next-step options.
HUMAN REVIEW
£99 Social Media Audit
Best if your main concern is your social presence and you want me to review two selected profiles and tell you what is working and what is not.
Audit = LOOK.
BROADER HANDS-ON HELP
£149 Trades Visibility and Enquiry Sprint
Best if the problem goes beyond two social profiles and you want me to diagnose the visible profile, credibility and enquiry-path issues, identify five priority fixes and give you a 30-day action plan.
Sprint = FIX.
What happens after you buy
- Your order is confirmed.
- You receive a direct link to the SGS Client Portal.
- Create your account or sign in using the same email address you used at checkout.
- Your purchase is matched to that email.
- Open Fix Before You Spend.
- Start with the 5-minute Customer View Test.
- Your Customer Guide PDF is included with the order if you need help.
Use the same email as checkout.
Buying with one email and creating the portal account with another can stop access being matched automatically.
One-off purchase. No subscription.
Your purchasing business receives ongoing access while the product remains available and your access remains valid under the applicable SGS terms.
This is not a promise of lifetime access and does not guarantee any particular future feature or update.
What this product does not promise
Fix Before You Spend does not guarantee enquiries, jobs, sales, revenue, ROI, rankings or any other business result.
It also cannot diagnose every commercial problem. Demand, pricing, sales ability, reputation, capacity and competitiveness can affect results too.
Frequently asked questions
Is this just a PDF checklist?
No. The main product is the interactive SGS portal. The PDF supplied with your order is the Customer Guide.
Do I need marketing knowledge?
No. It is written for trade and local-service business owners rather than marketers.
Do I have to finish it in one sitting?
No. Your progress is saved to your portal account so you can return later.
Does the enquiry tracker contact customers for me?
No. It keeps the enquiry and next follow-up visible. It does not automatically email, message or chase customers.
Can I use it if I already have a CRM?
Yes. Keep your CRM for enquiry management and use Fix Before You Spend for the customer-journey diagnostic, prioritised fixes and rechecks.
What if access does not appear?
First check that your portal account uses exactly the same email as your order. If access is still missing, contact dana@socialgrowthsystems.co.uk with your order number and checkout email.
FIX BEFORE YOU SPEND
Find the problem before you pay to send more people into it.
Check what customers see. Fix what gets in the way. Keep every genuine enquiry visible until it has a next action.
Pilot price £39
The standard price after the 10-purchase pilot review will be £59, if the product reopens. Add Fix Before You Spend to basket – £39
Use of this product is subject to the current SGS Terms and Conditions, Digital Product Licence and Cancellation and Refund Policy.
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