What’s Killing Your Customer Journey (And How to Fix It Fast)
🧩 What’s Killing Your Customer Journey (And How to Fix It Fast)
💥 Introduction
Ever feel like you're doing everything right—but your leads still ghost you?
You're not alone. Most tradespeople and showroom owners lose business not because they’re bad at what they do…
…but because their customer journey is broken.
In this post, we’ll break down:
What the “customer journey” actually means
The 3 silent killers ruining it
And how to fix them fast—without spending more money or overhauling your business
Let’s get into it 👇
🚧 What Is the Customer Journey?
The customer journey is the step-by-step experience someone has with your business—from first discovering you, to becoming a happy, paying client.
💡 Here’s what that typically looks like:
StageWhat’s HappeningAwarenessThey discover you (social, Google, van signage, referral)InterestThey check out your website, social proof, or ask aroundConsiderationThey reach out, ask for a quote, or book a visitDecisionThey say yes (or disappear)DeliveryYou do the jobPost-SaleThey leave a review, refer others, or never hear from you again
Sounds simple—but here’s the problem:
Most business owners only focus on the “doing the job” part…
…and ignore all the stages before and after.
That’s where sales get lost.
❌ 3 Silent Killers of Your Customer Journey
Let’s fix this fast. Here are the biggest mistakes—and how to turn them into easy wins:
❌ 1. Confusing or Clunky First Impressions
If someone Googles you and finds:
A website from 2014
No clear offer or next step
Mixed messages about what you actually do
They’re gone. 📉
✅ Fix It:
Use a clean, mobile-friendly website with one message:
“Here’s what we do. Here’s how we help you. Here’s what to do next.”Add clear buttons: “Book a Call” / “Get a Quote” / “Check Availability”
Make your Google Business Profile your best digital handshake
❌ 2. No Follow-Up System (aka "They Went Cold...")
This is the silent killer of trades businesses. Someone asked for a quote…
…and then you just waited, hoping they'd get back to you.
Sound familiar?
✅ Fix It:
Set up automatic follow-up messages:
Email: “Still thinking about [project]? Here's how we can help.”
SMS: “Hi [Name], just checking in—ready to go ahead or have questions?”
⚙️ With a simple system, follow-ups happen while you’re busy doing the work.
❌ 3. No Plan After the Job Is Done
Most businesses finish a job and then vanish.
No check-in. No upsell. No review request. No referral ask.
That’s money—and momentum—left on the table.
✅ Fix It:
Ask for a review within 24 hours of finishing a job
Send a thank you email with next steps (“If you need us again, here’s how”)
Offer a referral bonus: “Send a friend our way and get a £25 gift card”
The sale isn’t over when the work’s done—it’s when they come back or send others to you.
🛠️ Bonus: Self-Audit Your Customer Journey
Here’s a quick checklist. Score yourself out of 10 on each one:
AreaScore (0–10)
People can find me easily online___
My website is clear and modern___
I follow up automatically after quotes___
I ask for reviews after every job___
I stay in touch with past customers___
I track where leads come from___
✅ 50+ = You’re doing great
🟡 30–49 = Room to grow
🔴 Below 30 = Big opportunities hiding in plain sight
🎯 Key Takeaways
You don’t need more leads—you need a better customer journey.
When you:
Make it easy to find and trust you
Automate the follow-up
Stay visible after the sale…
…you’ll turn more browsers into buyers—and more buyers into fans.
📞 Want Help Fixing It?
We offer free 30-minute strategy calls for trades and showroom owners who want to get this sorted properly.
You’ll walk away with:
A clear picture of where you're losing business
An action plan to fix it
No pressure. Just progress.
👉 Click here to book your free growth call
Let’s make your customer journey work—for you and your clients.
