Customer Journey Audit
A two-day on-site review of every touchpoint from first enquiry to follow-up — mapped, observed, and turned into a prioritised action plan your team can act on immediately.
View detailsMelbourne-based · Serving service businesses across Australia
Every client interaction shapes whether they return
Laurel Hub Consulting helps salons, clinics, cafés, and local trades turn everyday service moments into lasting client relationships — through observation, coaching, and practical standards your team can follow.
Consulting grounded in how service actually happens
We sit in your waiting room, shadow your front desk, and listen to the calls your team handles every day. The goal is not a glossy report — it is a clear picture of where clients feel welcomed, where they hesitate, and what your staff need to do differently on Monday morning.
- 8+ years working with Australian service businesses
- 40+ client journeys mapped across hospitality, health, and personal care
- On-site observations in Melbourne and regional Victoria
Consultations we offer
Each engagement starts with understanding your setting — the layout of your space, the rhythm of your appointments, and the expectations your clients bring through the door.
Front-Line Coaching
Four weekly on-site sessions coaching your reception, counter, and floor staff on greetings, difficult conversations, and the small habits that keep clients coming back.
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Service Standards Workshop
A half-day facilitated workshop with your leadership team to define written service standards — what clients should see, hear, and feel at every stage of their visit.
View detailsWhat clients notice after working with us
After the journey audit, we rewrote our check-in script and trained the Saturday staff. Repeat bookings from new clients went up within six weeks — though we still need to sort out our phone hold music.
The front-line coaching sessions were direct without being harsh. My baristas finally understand why greeting someone within ten seconds matters as much as the coffee itself.
From the field notes
Practical observations from client-facing environments — written for owners and managers who want specifics, not slogans.
Why the first 30 seconds at reception matter more than your loyalty programme
Most service businesses invest in retention schemes while ignoring the moment a client walks through the door. Here is what we observe in clinics and salons across Melbourne.
What to tell your team before a consultant visits
Transparency before an on-site audit leads to better observations and less anxiety. A short guide for owners preparing staff for a customer experience review.