Quizzes
Participants 9
An enquiry that nobody answers is the one failure a website cannot recover from by itself. Everything in this lesson exists to make sure that never happens quietly.
Every enquiry lands in two places
When a visitor submits a form on your site, the enquiry is first written into your site’s own records, and only then sent onward by email. That order matters. Mail can be delayed, filtered into spam, or refused by a mailbox that is full — and none of that can lose the enquiry, because the record was already saved before the mail was attempted. The dashboard is therefore the truth, and email is a convenience.
The onward delivery is deliberately doubled: the enquiry reaches two inboxes, usually the owner’s address and a shared one such as the front desk. If WhatsApp notifications are switched on, a message goes to the business number as well. Three routes, one saved record.
Open Enquiries in the dashboard and you will see every submission with its date, the page it came from, and whatever the visitor typed.
The status ladder
Each enquiry carries a status. Moving it is the whole job.
| Status | Means | Who moves it |
|---|---|---|
| নতুন | Nobody has spoken to this person yet | Set automatically on arrival |
| Contacted | A call, WhatsApp reply or email has gone out | Whoever made contact, the same day |
| Quoted | A price or proposal has been sent | Whoever sent it, with the amount in the note |
| Booked | It became an appointment or an order | Front desk, linking to the booking |
| Closed – won | Work done and paid | Owner or manager |
| Closed – no reply | Three attempts over two weeks, no response | Whoever tried last |
The only status that should be uncomfortable to see is নতুন at the end of a working day. Nothing else on this list is a problem.
Twice a day, five minutes
Fix two times — say 10:30 and 17:30 — and open the Enquiries tab. Read what is New, respond, and change the status. Five minutes, twice a day, done by a named person with a named backup for their day off. Owners who try to answer enquiries as the notifications arrive end up answering them from a scooter at a traffic signal, badly. A fixed slot beats good intentions.
The calendar is the single source of truth
Your booking calendar is only useful if it shows every commitment, not just the ones customers made online. A walk-in who takes the 4 pm slot, a regular who booked by phone, the two hours you have blocked for a supplier meeting — all of it goes into the calendar, entered by whoever took it. The moment two systems exist, one of them is wrong, and it is always the one you did not update.
Customer information is not yours to spread
Names, phone numbers, addresses and anything a customer typed into a form are personal data, and Indian data protection law now takes that seriously. Four practical habits cover most of it:
- Collect only what you need to do the job. A form asking for date of birth to book a site visit is a liability, not a feature.
- Never paste customer phone numbers into staff WhatsApp groups. Assign the enquiry inside the dashboard instead — that keeps the record in one place and out of a dozen personal phones.
- Export the enquiry list only when you have a specific reason, and delete the file from your laptop afterwards.
- If a customer asks you to delete their details, delete them and reply confirming that you have.
Count things, promise nothing
At month end, the dashboard will tell you how many enquiries arrived, how many became bookings, which pages they came from, and which days were busiest. Read those numbers as facts about your own operation. They tell you whether Saturday needs a second person, or whether the enquiries from your services page are the ones that turn into work. They are not a forecast, and no honest website will hand you one.
Discussion