Casa Palma
Rooftop Bar & Kitchen, Lima
Prepared by Inverso · Confidential working document
Demand flow map
Every touchpoint mapped. Numbers are real monthly averages from GA4, GMB Insights and WhatsApp Business.
Sources
Website
Booking Sheet
Customers
end-to-end
Bottlenecks identified
Four structural issues preventing this system from converting at its potential. Priority order.
420 monthly actions. Zero reach WhatsApp.
The Google Maps listing has no WhatsApp contact link. Every person who searched, found the venue and clicked "Contact" hit a dead end. This is the single highest-volume touchpoint and it converts nothing.
First response averages 18 hours. Most leads are cold by then.
When a potential guest messages after seeing a TikTok or finding the venue on Maps, they are in a decision window that typically lasts under 90 minutes. An 18-hour first reply means ~60% of conversations never progress. There is no auto-greeting, no qualification template, no SLA.
312 monthly visits, 4.1% click-to-WhatsApp rate.
The site has one WhatsApp link, placed in the footer. On mobile (67% of traffic) it is never seen without scrolling. No floating button, no above-the-fold CTA, no inline offer anchor. The 312 people who visited are already qualified — they just had no clear next step.
29% no-show rate with no reminders and no confirmation flow.
Bookings are logged manually in a shared Google Sheet. There is no automated confirmation message, no 24-hour reminder, no day-of follow-up. 9 of 31 monthly bookings simply do not show up. At the venue's average ticket, this is a direct monthly revenue loss.
Action plan
Three-week fix sequence. Critical issues first, then conversation layer, then booking layer.
Add WhatsApp link to Google Business Profile
Under "Contact" → add wa.me link with pre-filled greeting. Takes 15 minutes. Estimated +55–70 new conversations per month immediately.
Add floating WhatsApp button + above-fold CTA
Floating button on mobile (bottom-right), fixed position. Add one inline CTA in the hero section. Target CTR: 15–18% of sessions.
Fix listing: hours, menu link, recent photos
Current listing shows wrong closing hour (23:00 vs actual 01:00) and no menu PDF. Both reduce click-through confidence.
Set up auto-greeting for all new conversations
WhatsApp Business greeting message fires within 60 seconds of first contact. Includes: confirmation of receipt, estimated response time, top 3 booking options.
Response SLA: first human reply within 2 hours
Team notification rule: any unanswered conversation older than 2h triggers alert. Quick-reply templates for top 5 questions (availability, group size, pricing, parking, menu).
3-question qualification script
Date / party size / occasion. Sent with first human reply. Moves conversation to booking confirmation in under 3 messages on average.
WhatsApp confirmation message on every booking
When booking is confirmed in the sheet, send a structured WA confirmation: date, time, party size, deposit if applicable. Guest must reply "Confirmed" to complete.
24-hour reminder + day-of message
Automated WA message 24h before: "Your table at Casa Palma is tomorrow at 20:00. Reply CANCEL to release it." Reduces no-shows from 29% to est. 8–12%.
Simple tracking: inquiry → confirmed → showed up
Three-column view in updated sheet. Source column added (how they found you). Weekly 5-minute review for Inverso reporting.
Expected outcomes — 8 weeks after execution
Google Maps fix + WhatsApp speed
Floating button + hero CTA
WA confirmation + 24h reminder
All four bottlenecks closed
Estimates based on comparable hospitality programs in Lima and Miami. Actual results depend on execution quality and operational readiness.
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