The Promise Reliability Scorecard
Score your business from 1–5 across the 10 areas that determine whether your promises are reliable — or dependent on you remembering them.
Take the Scorecard
| Area | 1 — Manual | 3 — Repeatable | 5 — Reliable and visible |
|---|---|---|---|
| Business design | Offer and ideal client are unclear | Core offer is documented | Offer, capacity, margins, boundaries, and client fit are actively managed |
| Conversion | Prospects navigate scattered information | A clear path and CTA exist | Conversion journey is measured and continuously improved |
| Lead management | Leads live in inboxes, chats, or memory | A pipeline and follow-up process exist | Every lead has a stage, owner, next action, deadline, and reporting |
| Onboarding | Each client starts differently | A checklist and welcome process exist | Onboarding is triggered, timed, measured, and clear to clients |
| Delivery | The owner recreates work each time | Common delivery steps are documented | Delivery has milestones, templates, quality gates, and scope control |
| Client communication | Updates depend on memory | Some regular updates occur | Communication rhythm, decisions, approvals, and escalation are defined |
| Automation | Repetitive work is mostly manual | Some automations exist | Stable routine work is automated and exceptions are routed safely |
| Data and decisions | The owner operates from feeling and urgency | Some metrics are visible | A scorecard guides weekly decisions and improvement priorities |
| Capacity | New work is accepted reactively | The owner has a rough workload view | Capacity, turnaround times, margin, and workload are planned before selling |
| Ownership and handover | Knowledge sits with the owner or vendor | Some documentation exists | Client owns access, documentation, workflows, and governance |
Scoring interpretation
- 10–20: Fragile owner-held business. Start with stabilisation and basic operations.
- 21–32: Functional but inconsistent. Prioritize the biggest leak.
- 33–42: Repeatable foundation. Improve delivery, capacity, and measurement.
- 43–50: Mature service operation. Focus on optimisation, governance, and leverage.