Client Journey Bottleneck Assessment

Most operational issues don’t come from doing things wrong—they come from fixing the wrong thing first.

This assessment is designed to help you identify where friction exists across your client journey so you can stop guessing and start making informed decisions. Answer each statement honestly based on your current reality, not where you think your business “should” be.

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Phase 1: Lead Intake & Qualification

New inquiries are automatically captured in one central place.

Never

Sometimes

Mostly

Always

I can clearly see where every lead came from.

Never

Sometimes

Mostly

Always

Qualified leads are routed to the correct next step without manual effort.

Never

Sometimes

Mostly

Always

I don’t rely on memory to follow up with potential clients.

Never

Sometimes

Mostly

Always

My booking or application process sets clear expectations before the first call.

Never

Sometimes

Mostly

Always

Phase 2: Client Onboarding

Every new client receives the same consistent onboarding experience.

Never

Sometimes

Mostly

Always

Contracts, invoices, and payments are triggered automatically.

Never

Sometimes

Mostly

Always

I collect all necessary client information at the start of the project.

Never

Sometimes

Mostly

Always

Clients know exactly what to expect after they say yes.

Never

Sometimes

Mostly

Always

Internal tasks are created automatically when a client is onboarded.

Never

Sometimes

Mostly

Always

Phase 3: Service Delivery Management

I can see the status of every active client at a glance.

Never

Sometimes

Mostly

Always

Tasks move automatically as work progresses.

Never

Sometimes

Mostly

Always

I don’t need to check multiple tools to manage delivery.

Never

Sometimes

Mostly

Always

Team handoffs (if applicable) are clear and documented.

Never

Sometimes

Mostly

Always

Clients don’t need to follow up to ask what’s happening next.

Never

Sometimes

Mostly

Always

Phase 4: Offboarding & Follow-Up

Projects have a clear and consistent completion process.

Never

Sometimes

Mostly

Always

Clients receive next steps or close-out communication automatically.

Never

Sometimes

Mostly

Always

Feedback or testimonials are requested consistently.

Never

Sometimes

Mostly

Always

Past clients are nurtured without manual effort.

Never

Sometimes

Mostly

Always

Opportunities for repeat or referral business are not missed.

Never

Sometimes

Mostly

Always

Phase 5: Data, Visibility & Optimization

I can easily see how many leads, clients, and active projects I have.

Never

Sometimes

Mostly

Always

Tags or labels are used consistently.

Never

Sometimes

Mostly

Always

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