By Rachael Young · Updated October 14, 2026
Check these seven handoffs
- Service and area: does the page or listing describe the actual job and neighborhood?
- Mobile contact: does the call, form or booking action reach the intended route?
- Office receipt: does the right person receive enough detail to act?
- Missed call: who reviews unanswered calls, and when?
- First response: does the customer get a question, appointment or clear next step?
- Estimate: is there an owner and agreed follow-up date?
- Outcome: can you distinguish booked, declined, unreachable and outside-scope requests?
Record evidence, not assumptions
For each handoff, record what happened, its owner and what remains unknown. Public-page screenshots, form confirmation, office notification and redacted response timestamps can show a specific path. A page view or call tap cannot prove a conversation occurred.
Use a clearly identified test in a service area the business actually covers, with the business’s authorization. Do not invent a customer identity or interrupt emergency dispatch.
Choose one relevant correction
Wrong service information suggests local visibility work; a confusing contact route suggests website work; an unowned callback suggests follow-up setup. For HVAC-specific urgent-call and estimate situations, review the HVAC page. The Audit is optional when the cause remains unclear.