SERVICE AREA AUDIT
Guide: https://callnerd.xyz/blog/calls-outside-service-area/

Original working template. Define real coverage before using customer scripts.
Keep training copies free of personal details. Initial qualification may need
only a town or postcode; collect a full address only when necessary.

CURRENT COVERAGE REFERENCE
Service / visit type:
Included towns, districts or postcodes:
Explicit exclusions / different boundaries by service:
How uncertain addresses are checked:
Genuine exceptions and their conditions:
Extra charges, if approved and applicable:
Who may approve an exception:
Current reference location, version and owner:
Review date or trigger:

CONTACT-POINT AUDIT - REPEAT FOR EACH RELEVANT PAGE OR LISTING
URL / directory / advert / document:
What it currently implies about coverage:
Can coverage be seen beside the contact action?
Does it distinguish enquiry from confirmed booking?
Correction needed, owner and due date:
Checked after correction:

EARLY CALL CHECK
Before we go through the details, which town or postcode is the job in?
I want to check that we can cover the visit.

OUTSIDE COVERAGE
We don't currently offer [service] in [area], so I can't book this job.
[Genuine alternative, if available.]

UNCERTAIN ADDRESS
I need to check that address with [role]. I can't confirm a visit yet.
I can [real next step] and update you by [achievable time].

ENQUIRY LOG - ONE RECORD PER DISTINCT OPPORTUNITY
Review period:
Reference:
Job town / postcode (minimum necessary information):
Service needed:
Covered / not served / covered but unavailable / needs checking:
Coverage version used:
Source as stated by caller or otherwise evidenced:
Exact page/listing only if actually known:
Source unknown? Record unknown rather than guessing.
When coverage was checked in the conversation:
Response / alternative offered:
Next action, owner and due date:
Outcome and evidence, if known:

REFERRAL CHECK, IF OFFERED
Public contact details and basis for suggestion:
Availability, suitability and price still need their confirmation:
Referral relationship to disclose:
Customer permission before transferring any personal details:

PERIOD REVIEW
Total relevant distinct enquiries, including covered ones:
Outside coverage:
Covered but unavailable:
Uncertain coverage:
Known sources and unknown sources:
Verified misleading content to fix:
Selected change and owner:
Later comparison period and other changes affecting interpretation:

A profile setting does not explain every caller's route. Do not infer a job
location from a phone number or invent a reason for refusing work. A territory
interest note is not a booking or a genuine waitlist.