Baseline capture sheet (onboarding)¶
Task K09 in the 90-Day OS · owner Keroles · support Mahmoud.
No baseline, no case study
Before anything is switched on for a new client, record how their business runs today. The same numbers are captured again on day 14 and day 30, and the day-30 proof sheet goes to Mahmoud for the case study.
When to capture¶
- At the kickoff meeting, before setup starts.
- Day 14 after kickoff.
- Day 30 after kickoff.
Each client tab works out both due dates from the kickoff date.
The five metrics¶
| Metric | Better when | Source | How to measure |
|---|---|---|---|
| Missed calls a week | Lower | Call log | Inbound calls not answered and not returned, in the 7 days before capture. |
| First reply time | Lower | Inbox | Minutes from a new enquiry to the first reply, for up to 20 enquiries across all channels. Use the median, not the average. |
| No-show rate | Lower | Calendar | No-shows ÷ appointments due in the 7 days before capture. Enter both counts; the rate calculates. |
| Dormant list size | Lower | Customer list | Past customers with a phone number and no visit or purchase in the last 90 days. |
| Bookings a week | Higher | Calendar | New bookings made in the 7 days before capture, whatever date they are for. |
Rules¶
- Always use the 7 days before the capture date, and the same source every time.
- Take every number from the client's own records, never from memory, and read it back to them before marking it verified.
- If a number can't be measured, leave it blank and explain why in Notes. Never estimate.
What's in the file¶
- How to use: these rules, plus notes on each metric for clinics, salons and spas, and home services.
- All clients: status and next action for every client, plus the Day 30 gate line "Baseline numbers captured for every client".
- Client 1–6: one tab per client, matching the onboarding ramp (K10, K11, K14, K18). Fill in the yellow cells; everything else calculates.
- Proof sheet: the bottom half of each client tab. It shows before vs. day 30 with a line ready to quote, and says "Ready, send it" once all five numbers are in, verified and the release is signed.
- Example: a made-up clinic, filled in all the way through.
To confirm
Day 14 and day 30 count from the kickoff date. To count from go-live instead, change cells H4 and H5 on each client tab to use B8.