People visit, then leave without calling. Why?
Leak fixes are small, careful changes in the exact places where visitors give up: a phone number you can't tap, a booking button buried at the bottom, a page that loads too slowly, a form with too many boxes. We fix one thing at a time, measure it, and show you the before and after.
In one sentence: a leak is any spot where someone who wanted to contact you gives up instead, and a leak fix is the small change that removes it, made carefully, measured over the following weeks, and kept only if it helps.
Where do visitors usually give up?
Most leaks are invisible from your own desk. Your site looks fine on your computer, you know where the booking button is, and you'd never fill in your own form. Your customers are on a phone, in a hurry, often between other things. These are three leaks we see all the time. Names and numbers changed for illustration.
The phone number you can't tap
A dental practice shows its number at the top of every page, but as part of a picture. On a computer, nobody notices. On a phone, tapping it does nothing, so a nervous new patient has to remember eleven digits and switch apps. Many won't. The fix is quick: a real "Call us" button that dials with one tap, placed where thumbs land.
The booking path with too many turns
A helicopter tour company's "Book now" button goes to a page about the tours, which links to another page, which opens the booking calendar in a new tab. That's four steps before a visitor sees a single date. On a hotel phone signal, the last step often fails. The fix: one "Book now" that opens the calendar for the tour you're already looking at.
The quote form that asks for everything
An electrician's quote form has 11 boxes, including "How did you hear about us?" and a required postcode field that rejects spaces. People start it, hit an error, and leave. Nobody tells the owner, because nobody who gives up sends a message saying so. The fix: five boxes, clear error messages, and the rest asked on the phone.
Other common leaks: an "Opening hours" box that's three screens down on a phone, a pop-up that covers the booking button, prices or "accepting new patients" hidden on a page nobody finds, and a contact page that loads a slow map before the phone number.
Broken or leaky? Two different jobs.
If something is broken, like a form that stopped sending, Protect fixes it on every plan, including Keep. Leak fixes are for things that technically work but still lose people. That work is part of Grow and Full Care.
Why does the phone matter so much?
Because that's where most people meet your business. About 6 in 10 web page views worldwide now happen on a mobile phone (StatCounter, September 2026). Google's own guidance says the main content of a page should appear within 2.5 seconds for a good experience (Google's Core Web Vitals guidance on web.dev, checked October 2026). And length really does cost people: in online shops, 17% of US shoppers who abandoned a checkout said it was too long or complicated (Baymard Institute, 2025). An enquiry form isn't a checkout, but the lesson is the same: every extra box is a reason to stop.
What do we do?
| What we do | When | What you see |
|---|---|---|
| Check your key pages on real iPhones and Android phones: call button, booking path, forms | Regularly | "Checked on phones", or what we found |
| Watch where visitors stop: which pages they leave from, what they tap, which forms they start and don't send | Regularly | The page or step where most people give up |
| Check how fast your most visited pages appear on a phone | Regularly | Seconds, measured the same way each time |
| Pick the one fix most likely to help, and explain it first | One fix at a time | One line in your note, and a quick OK from you |
| Make the change on a copy, then on your live site | After your OK | What changed, with a screenshot |
| Compare the weeks before with the weeks after | After each fix | Before and after counts, and whether we keep it |
Find it. Explain it. Fix it. Prove it.
If we changed five things at once and enquiries went up or down, nobody could tell you why. One change, measured properly, is something you can trust.
Find
We watch your site on real phones and look at where visitors stop. We look for the leak that affects the most people, not the one that's easiest to fix.
FirstExplain
Your note says what we found, why it matters, and what we'd change, in one or two lines. Nothing changes on your site until you say OK.
In your Monday noteFix
We make the change on a copy first, check it on phones, then put it live. We save the old version, so we can put it back quickly.
After your OKProve
A few weeks later, we compare before and after. If it helped, we keep it. If it made no difference, we say so plainly. If it was worse, we undo it.
A few weeks afterMonday, 8:00
Hi Mark, last month's fix is working. Keeping it.
- We moved "Book a tour" to the top of the phone screen on every tour page
- 4 weeks before: 112 phone visitors opened the booking calendar
- 4 weeks after: 187 opened it. Same season, same prices
- Tour pages now appear in 2.3 seconds on phones, down from 4.9
- Needs your OK: put the weather policy next to the Book button. People keep opening the FAQ before they book
Names and numbers changed for illustration.
Before and after, in numbers you can check.
Once a fix has had time to settle, your note shows what we changed, the numbers from the weeks before, and the weeks after. We count what we can see, like visitors who opened your booking calendar or tapped your number.
- A screenshot of what changed
- The same measure, before and after
- A plain verdict: keep, undo, or no difference
- The next leak we'd like to fix, waiting for your OK
What leak fixes looked like at a podiatry clinic.
When we took over Stride Podiatry Clinic's website in Wimbledon, it was slow and booking was confusing. We simplified booking into one clear "Book Appointment" path to the clinic's booking system, from every page.
Then we kept watching. Visitors kept tapping the phone number, so we made it bigger and put it in more places. That's the habit leak fixes are built on: watch what people actually do, and make the next step easier.
Part of Grow and Full Care.
Keep looks after what breaks. Grow and Full Care also fix what leaks. Move up or down any month.
Keep
$100 / month
Protect, plus your enquiries by name. Broken forms and buttons get fixed. Leak fixes aren't included.
- Broken things fixed, on every plan
- Your enquiries, by name
- We'll mention big leaks in your note
Grow Recommended
$250 / month
Everything in Keep, plus leaks found, fixed and measured, one at a time.
- Measured leak fixes, one at a time
- Regular checks on real phones
- Where enquiries get lost: forms, booking, calls
Full Care
$500 / month
Everything in Grow, plus new pages for what customers ask most.
- Everything in Grow
- New pages and answers
- Trend lines across the year
What's not included?
Leak fixes are small, steady improvements to the website you already have. They are not a rebuild. So these sit outside the monthly plan:
- Full redesigns. If your site needs starting again, we'll say so and quote it separately. If you have no site yet, see the starter website.
- Changing your booking software. We make the path to it shorter and clearer. We don't replace the system your office already uses, or change how it works inside.
- Ads and ad landing pages. We don't run ads. We can refer you to a partner who does.
- Search rankings. A faster, clearer site is good for everyone, but nobody controls where you'll appear on Google.
- Accessibility overlay widgets. Never. If your site needs proper accessibility work, our accessibility fixes add-on changes the real code.
How does this compare with doing it yourself or using a freelancer?
| What you get | Doing it yourself | A freelancer | Penguina |
|---|---|---|---|
| Your site checked on real phones | Your own phone | When asked | Yes, regularly |
| Knowing where visitors give up | Hard to see | Sometimes | Yes |
| One change at a time, measured over a few weeks | Rarely | Rarely | Yes |
| Told plainly when a change didn't help | If you check | Varies | Yes |
| Old version saved, so a change can be undone | If you remember | Usually | Yes |
| Cost you can plan for | Your evenings | Per job | Part of Grow |
Where sites leak, by trade.
The leaks change from one business to the next. These are the first places we look.
Dental practices
New patients want three answers before they book: are you taking new patients, what does it cost, and can I book online? If any of those is buried, people call the next practice instead.
Helicopter tours
Visitors are often tourists on a phone, on hotel wifi. A booking calendar that opens in a new tab, or a weather policy that's hard to find, can stop a booking right at the end.
Electricians
Someone with no power wants a big, tappable phone number, not a nine-box quote form. We make urgent and planned jobs two clear, separate paths.
Questions about leak fixes.
Something else? Ask in the chat, email hello@penguina.website or WhatsApp us.
Will you change my website without asking?
No. Each fix starts as one or two lines in your note: what we found, and what we'd change. Nothing goes live until you say OK. If it touches your wording, we write it in your voice and show you first.
How do you know where people give up?
We look at anonymous counts: which pages people visit, where they leave, what they tap, and which forms they start but don't send. Never who they are. On health sites, we keep forms clinic-safe and don't add ad trackers. We also simply use your site on real phones, regularly, the way a customer would.
How long does a fix take?
Most fixes, like a call button, a shorter form or a lighter image, are small and go live soon after your OK. Then we wait a few weeks before judging it, so one busy or quiet week doesn't fool anyone.
What if a fix makes things worse?
We put the old version back and tell you in your next note. That's why we save each page before we change it, and why we only change one thing at a time.
Will this get me more bookings?
Seasons, prices and competitors all move the numbers. What we do is find real leaks, fix them carefully, and show you before and after counts.
Can you fix my booking system?
We can usually fix the path to it: where the button sits, how it opens, and whether it works on phones. The inside of a booking tool belongs to the company that makes it. If something inside is the problem, we'll tell you exactly what to ask them.
I'm on Keep. Do I get any of this?
Keep fixes anything that breaks, like a form that stops sending. If we notice a big leak, we'll mention it in your note so you can decide. You can move up to Grow for any month, and back again.
Not sure where to start? Send us your website.
We look at it the way a customer would, find up to 3 real problems, and fix one of them free. No call needed.