Response time
The nine-hour reply
In one audit an $8,000 inquiry waited nine hours for a first reply. By then the prospect had booked elsewhere. You get every channel timed to the minute, with the thread attached.
We secret-shop your sales team and watch your reviews.
So every inquiry gets answered, every review gets a reply, and the revenue you're already paying for stops leaking.
- 9 hrsbefore anyone replied to an $8,000 inquiry
- 6 in 10inquiries never followed up, in our audits
- $299one-time · first mystery audit within 3 days
inquiry formemail inquirylive chatWhatsAppphone callOwner-authorized · local US numbers · evidence attached
Businesses on SalesWitness
- RealRender3D
- 3D Rendering World
- ArchiRender3D
- Australian Translation Services
- Translations.uk
- Annotation Box
- Floatingchip
- BoostMyGrade
You paid for the click, the form fill and the phone call. Nobody in the building can tell you what happened to them next.
Done everything in marketing and revenue is still flat? It’s usually not the ads — it’s what happens to the lead once it arrives. The things that go wrong look like this: a quote that never went out, an inquiry form that errored on mobile for three weeks, a reply from a personal number, a one-star review left unanswered for forty days. None of it reaches your CRM, because none of it was ever recorded there. We send the inquiry ourselves, from the outside, and hand you the record — then we watch your reviews every day.
01 — The evidence
What the shopper found
Channel down
The form that errored on mobile
A live chat switched off, an inquiry form posting to an inbox nobody opens, a WhatsApp left on read. You get the channel named, the day it went quiet, and the screenshot that shows it.
Accuracy
The wrong price, said with confidence
A studio quotes a package from memory instead of the rate card, and the number lands under your own price list. You get every quote scored against the facts you gave us, line by line.
Red flag
A WhatsApp reply from a personal number
Your company replies — and so does someone personally, from a number not on your staff list, offering to “do it cheaper directly”. You get it recorded as an unauthorized third-party reply, evidence attached, never as an accusation.
Follow-up
The quote that never went out
One friendly first reply, then nothing — no price, no second touch, no call back. In our audits to date, roughly 6 in 10 inquiries never received a single follow-up. You get seven days of cadence, touch by touch.
Reputation
The one-star nobody answered
A one-star review sitting on page one of Google, unanswered, read by everyone who searches your name before they call. You get the alert within hours, a drafted reply, and a policy-based appeal route where the platform's own rules are broken.
03 — Do the arithmetic
What it costs to not know
One inquiry that quietly died
A job worth $8,000, closed one time in four, is $2,000 of gross revenue. Nothing in the CRM turns red, because the inquiry was never logged there.
A form that errored for three weeks
Two inquiries a week, lost for three weeks, is six inquiries — on the same arithmetic, about $12,000 of work you had already paid to attract.
A year of nobody checking
One inquiry a month that nobody follows up is twelve a year, or roughly $24,000. Finding one of them pays for the checking.
Illustrative arithmetic on an $8,000 job at a one-in-four close rate. These are example figures, not findings from your business — yours will be different.
Work it out on your own numbers →04 — Work it out
What are missed inquiries costing you?
Pick your industry, answer four quick questions, and see what slow replies cost you each month — the working is shown as you go.
Question 1
Why owners keep the file open
Why owners run this every month
You already paid for the inquiry nobody answered. The click, the form fill and the ringing phone are bought and paid for — and all three are gone the moment nobody replies. The audit tells you which channel it was.
A team that knows the inquiries are checked replies faster. Measured standards tend to improve — modestly, and for as long as the measuring continues. That is the argument for checking every month rather than once.
People change. The customer’s experience shouldn’t. Staff leave, managers move on, agencies get swapped — and the inquiry you paid for this week is handled by whoever happens to be there. The score is the same nine criteria, every month, so you can see it drift.
Every new hire quietly rewrites how inquiries are handled. The person answering your inquiry form this quarter was trained by whoever was there last quarter, and nobody re-checks the result until a customer complains.
Two locations rarely give the same answer. Multiple sites and multiple service lines drift apart without anyone deciding to, and the only way to know is to inquire at each of them as a stranger.
One recovered inquiry pays for the plan. Example: an average job of $8,000 closed one time in four returns $2,000 from a single recovered inquiry, and a $99 month is about 5% of that. Example arithmetic, not a forecast.
Reviews decide before anyone calls you. Buyers read your review profiles before they get in touch, so a one-star left unanswered is doing your selling for you. We sweep them daily and draft the reply.
You cannot watch your own front desk. The moment an owner asks to see it, what they get is how the team behaves when the owner is watching. Our shopper is just another prospect.
Evidence, not opinions. Screenshots, transcripts and timings sit behind every finding, so the conversation with your team is about the record — never about who is to blame.
We sit outside the team, so nobody is grading themselves. The check comes from a third party with no stake in the result looking good, which is the only thing that makes the score mean anything.
05 — Audit → Report → Monitor → Alert
How the audit runs
01Inquire
Our shopper contacts your business exactly like a real prospect — inquiry form, email inquiry, live chat, WhatsApp and phone call. Your team can't tell which one was us.
02Score
Every response is scored across nine criteria: speed, accuracy against your price list, follow-up, close attempt, tone, red flags.
03Report
A scored report with timestamped evidence lands in your portal — plain language, evidence-led, never accusations.
04Monitor
Google, Yelp, BBB, Angi, Houzz, Facebook, Trustpilot and any other review site we find — watched daily, every new review sorted by sentiment. Mystery audits repeat at the frequency of your plan.
05Alert
A negative review triggers an alert within hours — with a drafted reply and, when the review breaks the platform’s own policy, a removal-appeal path.
06 — Monitor → Alert
We watch your reviews every day
The one-time audit reads every review profile we find and drafts a reply to each review. SalesWitness Watch and Watch Pro keep watching: every profile swept daily, a negative review flagged within hours, the reply already written — and, where a review breaks the platform’s own rules, the appeal route to get it removed.
01Watched daily
Google, Yelp, BBB, Angi, Houzz, Facebook, Trustpilot and any other review site we find. Every negative review in each profile’s full history is captured on the first sweep.
02Alert within hours
A new 1–3★ review triggers an alert, with the review quoted in full and the profile it is on.
03A drafted reply
Empathetic, de-escalating, no admission of fault — marked “review before use”, ready to paste.
04A removal path, when the rules allow
If the review breaks the platform’s own policy, you get the rule it breaks and the exact appeal route.
What you receive · example alert, demo business
Review alert · Google
Sent within hoursR. D.
“Left two messages about an implant consultation and never got a call back. Booked somewhere else in the end.”
Policy check: a genuine customer experience — not removable. Reply publicly, and fix the cause.
Drafted replyReview before use
Hi R., thank you for taking the time to tell us, and I’m sorry you didn’t get the call back you were expecting. That isn’t the experience we want anyone to have. I’d like to understand what happened — please call me directly on (512) 555-0147 and I’ll look into it myself.
— Maria, Example Dental Studio
When a review breaks the rules · Google
- 1Check the review against Google’s “Prohibited and restricted content” policy — e.g. not based on a real experience, a conflict of interest, personal information.
- 2Gather the evidence: most often, no matching booking, order or inquiry on your records.
- 3Report it: Business Profile → Read reviews → Report, or Google’s Reviews Management Tool. Google says decisions typically take several days.
- 4If it’s refused: one appeal through the same tool, with the case ID and the evidence. That decision is final.
SalesWitness Watch: the appeal drafted for you, citing the rule — you file it.SalesWitness Watch Pro: we file the appeal for you.
Platforms remove policy breaches, not bad opinions. We never file a false report, and we never post or solicit reviews — the public reply goes up either way, because it is the part prospects actually read. Every platform we read has its own route; the same checks apply.
07 — Inside your portal
The case file, open
saleswitness.com/portal
Needs work
Revenue at risk on two of five channels
Warm tone is the consistent strength; speed, price accuracy and follow-up are where the money goes.
- 18
Inquiry form
No reply in 7 days
- 69
Email inquiry
First reply 9h 27m · $3,200 quoted vs $2,650 list
- 77
Live chat
Replied in 7 min · correct price · two slots offered
- 62
WhatsApp
Invited to a personal number — red flag
- 44
Phone call
Callback from a number not on the staff list
Review alert · Google
★☆☆☆☆ “Nobody called me back.”
Drafted reply ready · policy check: not removable · respond within 24h
Next checks
Mystery audit #2 · in 11 days
Reviews swept daily · checks repeat at the frequency of your plan
Audit reports
Nine-criteria scores, trendline over time, print to PDF.
Review alert center
Every profile we find, swept daily; drafted replies attached to anything negative.
Mystery audit activity
Inquiry form test, live chat test, email inquiry — each one logged with its evidence.
Your customer persona
Who you sell to, read from your site. You confirm it.
Audit brief
Steer what we test, pick the shopper's voice, upload transcripts.
08 — The tape
One inquiry.
Two replies.
A prospect emails your company for a quote. Your sales inbox replies with the list price and books a call. Then a second reply arrives — from a personal Gmail, offering to “do it cheaper, directly” and asking to move to WhatsApp. That job leaves without ever touching your books, and most owners never see it happen. We record it, with the evidence attached.
Reply 1 — from the companysales@abc-company.com · quotes list price · books a call
Reply 2 — from a rep, personallyj.smith.freelance@gmail.com · “I can do it cheaper directly” · asks to move to WhatsApp
What the report says“The inquiry was answered from an address not on the authorized staff list, with an offer to transact off-channel (evidence attached).” Evidence-led, defamation-safe.
09 — Straight pricing
Less than one lost lead
One-time · start here
SalesWitness Audit
The Revenue Leak Audit — one-time, $299
$299one-time
The full picture of what a customer experiences when they contact you — every channel, scored, with the evidence attached.
2 mystery audits, 15 days aparton one service line, every channel including the phone call
- inquiry form
- email inquiry
- live chat
- phone call
First mystery audit within 3 days; the full report is with you in about three weeks.
Get the audit — $299What’s in the audit
- Every inquiry channel audited: inquiry form, email inquiry, live chat, WhatsApp, phone call
- Review audit across every profile we find
- Social presence check: Instagram, LinkedIn, X, Facebook, YouTube
- Site health check · up to 40 pages
- Scored evidence report — 9 criteria, screenshots and recordings
- Red-flag screen for off-channel or personal replies
- Drafted replies for every review we capture
FreeIncluded at no extra cost
- SEO snapshot of your domain: visibility, top keywords, and how you rank against 3 competitors
- Response-time benchmark against your industry
- 30 days of website uptime monitoring included
Monthly · recurring
SalesWitness Watch
$99/ month
A monthly mystery audit plus daily review monitoring — continuous accountability for the channels that bring you money.
1 audit a monthacross inquiry form, email inquiry, live chat and WhatsApp
- inquiry form
- email inquiry
- live chat
- phone call
- Daily review monitoring across every profile we find
- Negative-review alerts within hours
- Drafted replies and removal-appeal guidance
- Site health check · up to 60 pages · on enrollment
- Website uptime monitoring — checked every 5 minutes, alert within 10 minutes of an outage
- Monthly scorecard with trendline
Monthly · recurring+ phone call
SalesWitness Watch Pro
$199/ month
Everything in Watch, twice a month, with the phone call audited too — and we file the review appeals for you.
2 audits a montheverything in Watch, plus the phone call
- inquiry form
- email inquiry
- live chat
- phone call
- Phone call audited — we call as a prospect and record the call
- Custom call scripts (e.g. “do reps know the new package?”)
- Quarterly competitor benchmark — we shop two rivals
- Done-for-you review appeals
- Priority alerts
- Site health check · up to 100 pages · on enrollment
- Website uptime monitoring — checked every 5 minutes, alert within 10 minutes of an outage
SalesWitness Multi
Instant quote
Several services, brands or locations under one company? Pick how many and get an instant, automated quote — sized to your business, no sales call.
One-time audit or monthly monitoringevery service line audited and scored separately
- inquiry form
- email inquiry
- live chat
- phone call
- One-time audit: 2 audits per service line, 15 days apart, phone call included
- Monthly Watch: 1 audit per service line every month across inquiry form, email inquiry, live chat and WhatsApp
- Site health check · up to 60 pages — on every listed site
- Website uptime monitoring — checked every 5 minutes, alert within 10 minutes of an outage
- Every website scanned for review profiles
- One consolidated dashboard for the whole group
- Priced from your sites’ scale — no haggling
Site health check covers forms, broken links, load time and spam protection — every finding comes with a screenshot of the problem and the exact page link. Page caps are per site: up to 40 pages on SalesWitness Audit, 60 on SalesWitness Watch, 100 on SalesWitness Watch Pro and 60 per site on SalesWitness Multi.
Billed in USD. Paid by invoice for now while card payments are being connected — there is no free trial; the audit and every plan are chargeable. Your invoice is issued when you enroll. Month to month, cancel anytime. Watch audits inquiry form, email inquiry, live chat, WhatsApp; Watch Pro and the Audit add the phone call.
10 — From the case files
Findings from real audits
“An $8,000 inquiry waited nine hours for a reply. It had already bought elsewhere.”
Audit finding — professional services client, anonymized
Legitimate by design
Owner-authorized
Every audit runs under the business owner’s written authorization, captured at enrollment. No authorization, no audit.
Evidence, not accusations
Reports describe what the record shows — “not on the authorized staff list”, “evidence attached” — never a claim about intent.
Policy-only review appeals
Appeals cite the platform’s own published rules. We never post, buy or solicit reviews, and never file a false report.
Is mystery-shopping my own team legal?
Yes — when it's authorized. Every engagement starts with written authorization from the business owner, captured digitally at enrollment. That's what makes contacting your own staff under a scenario legitimate mystery shopping. No authorization, no audit.
Will my team know they're being audited?
No. Inquiries are realistic and spread across the observation window; the exact day is deliberately fuzzy. You see how a real prospect is treated, not how staff behave when the owner is watching.
Can you remove negative Google reviews?
Only when a review breaks the platform's own policy — naming an employee, no genuine experience, conflict of interest. Then we prepare a policy-based appeal. If a review is negative but legitimate, we say so and give you a drafted response designed to win the customer back. We never post fake reviews or file false reports.
What happens after I enroll?
Enrollment takes about three minutes. Paid by invoice for now while card payments are being connected — there is no free trial; the audit and every plan are chargeable. Your invoice is issued when you enroll. Website health check and review sweep start the same day. First mystery audit within 3 days of enrollment. We then track replies and follow-ups for 7 days, so your scored report is ready about 10 days after you enroll. The full SalesWitness Audit (two audits, 15 days apart) is with you in about three weeks. After that, checks repeat at the frequency of your plan.
We have several services or locations — does this scale?
Yes. Each service line becomes its own audit target, every website is scanned for review profiles, and the quote is generated instantly from your sites' scale — no sales call.
What if you find nothing wrong?
Then you have written proof that your team handles inquiries properly — with the timings and transcripts to hold them to it, and a baseline for every audit after.
Case closed: what changes next month
Stop losing them.
Site health check (up to 40 pages), review sweep and your first mystery audit — all queued the moment you enroll. Enrolled in 3 minutes, checks start the same day, first mystery audit within 3 days.