Checklist
Digital inquiry response checklist
Online inquiries go cold quickly, and owners rarely see what happens after someone hits “Submit.” Send a realistic inquiry through each channel you offer, then work through this list.
Before you send
- List every way a customer can reach you online: website form, email, text, chat, social messages, marketplace listings.
- Note the date and exact time you send each inquiry.
- Ask a specific question a real customer would ask.
First response
- Did an automatic confirmation arrive? Did it set an honest expectation for a reply?
- How long until a real person responded?
- Did responses come during the hours your business says it's open?
Relevance
- Did the reply answer the actual question, or send a generic template?
- Was the person addressed by name?
- Were next steps, pricing or availability clear?
Clarity and tone
- Was it easy to read on a phone?
- Was the tone welcoming and professional?
- Was there a clear way to reply, call or book?
Follow-through
- If you didn't respond, did they follow up — and how many times?
- Did follow-ups add value, or just repeat the first message?
- Was the inquiry ever dropped completely?
What to fix first
If any channel never got a reply, fix that first — it's an opportunity lost without anyone knowing. Next, look at the gap between the confirmation message and the first real response. Last, tune templates so they answer the question that was asked.
Want an outside set of eyes?
See how a finished Takeover report reads, or take 15 minutes to talk through what an unannounced evaluation would look like for you.