Our method
An enquiry can drop out at six places before it becomes an order.
The Order Leak Framework is how the audit and the diagnostic look at a business. It follows an enquiry from the moment it arrives to the moment it is paid for, scores each place it can be lost from 1 to 5, and puts the evidence beside the score.
A 90-minute audit call and a written, scored report. Turnaround, reporting and term are agreed in writing after the audit.
In one paragraph
The Order Leak Framework is the way GullySales looks at how a business sells. It follows an enquiry through six places where orders are lost: how it arrives, how fast it is answered, whether it was ever a buyer, how often it is followed up, what happens when marketing hands it to sales, and whether the CRM matches what happened. Each area is scored from 1 to 5 against your own records.
Key facts
- Areas
- Six, from how an enquiry arrives to whether the CRM can be trusted.
- Scale
- 1 to 5 for each area, with the evidence written beside the score.
- Source
- Your own enquiries and records, not a survey or a template.
- Used in
- The free audit and the paid diagnostic.
- Output
- Fixes ranked by return and cost, and the one thing to do first.
The framework
Six places an enquiry can drop out.
Each box is a question the audit asks of your business, and what is usually lost when the answer is a shrug.
How enquiries arrive
You feed the channels you can see and starve the ones you cannot.
How fast they are answered
The buyer has already messaged the next supplier.
Whether they were ever buyers
Your team's time goes on people who were never going to buy, and the good enquiries wait behind them.
How many times they are followed up
Most quotes go quiet, and the silence is read as a no.
What happens at the handover
The enquiry sits between two people and each assumes the other has it.
Whether the CRM can be trusted
Decisions are made from a record that is wrong.
The areas are the places we look, in the order the audit takes them. In a real business they overlap, and the sixth, the CRM, is the record underneath all of them.
How it is scored
What a 1 and a 5 look like, area by area.
A 3 sits between the two. The report also says what we saw: the evidence from your own enquiries that led to the score.
| Area | What we ask | A 1 looks like | A 5 looks like |
|---|---|---|---|
| How enquiries arrive | Which channels bring enquiries, and can each one be counted? | Nobody can say which channel an enquiry came from. Phone calls are not logged. | Every enquiry is tagged with its source when it arrives, including calls and WhatsApp. |
| How fast they are answered | How long does an enquiry wait before a person replies, at the median and at the worst? | Nobody measures it. Replies depend on who happens to be free. | One named person owns the first reply, the wait is recorded, and the worst case is known. |
| Whether they were ever buyers | How many enquiries were never a fit, and what upstream brought them? | Every enquiry is chased the same way. Nobody has written down what a fit looks like. | A written test separates the fits from the rest, and the sources that bring the wrong people are known. |
| How many times they are followed up | What happens after the quote, and how many touches does a lost enquiry get? | Follow-up is left to memory and stops after the first try. | Every open quote has a next step and a date, and there is a written rule for when the chasing stops. |
| What happens at the handover | Who owns an enquiry the moment marketing passes it to sales? | Marketing forwards it, sales may or may not pick it up, and nobody checks. | One named owner at each step, with what must be passed over written down. |
| Whether the CRM can be trusted | How much of what the CRM says matches what actually happened? | The CRM is filled in from memory, in batches, or not at all. | Entries are made as things happen, and a sample checked against calls and quotes matches. |
What we do with the scores
A score is a place to look, not a verdict.
- 1
Evidence beside every score
The number is never on its own. The report says which enquiries, which calls and which quotes it was scored from, so you can check it.
- 2
Fixes ranked by return and cost
A 1 in reply time and a 2 in the CRM do not need the same effort. The report puts the cheap, fast fix first and says why.
- 3
One thing to do first
Most businesses do not need all six fixed. The report names the one that moves the order count soonest and says if your own team can do it.
Where you meet it
The same six areas, at two depths.
The free audit scores them from last month's enquiries. The diagnostic scores them from the records themselves.
Questions
Questions about the framework.
Not answered here? Ask on WhatsApp or call, and you will speak to someone who does the work.
Is this a standard framework or your own?
Why six areas?
Are we scored against other businesses?
Does a low score mean our team is doing badly?
Can we use the framework ourselves?
Your next practical step
Find out how your business scores on the six, from your own enquiries.
90 minutes. A written, scored report. No invoice and no obligation.