Kastelo’s health check

Step 3 of 4

THE REFLEXES

Your follow up

Does every enquiry get an answer — fast, every time?

A new enquiry arrives at 10am on a Tuesday. When does a human reply?

Under an hour Same business day Next day, “it varies,” or we don’t track it

An enquiry lands outside business hours. What happens?

Instant auto acknowledgement; personal reply first thing Waits until someone checks the inbox It can sit for days, or vanish

Missed calls, info@ email, social DMs — owned, and answered within a business day?

Named owner per channel; same-day reply Shared duty; some slip through Missed calls just disappear

When a lead doesn’t buy, do you log why and stay in touch?

Reason logged; joins the follow-up list; reviewed weekly Marked “lost,” end of story They go quiet and we forget them

Who fixes it when something breaks?

In-house technical person Someone we can call Nobody, we figure it out