Our Engagement Process

Every consultation follows a clear path — so you know what to expect before we set foot in your business.

Initial conversation

You contact us with a brief description of your business and what you want to improve. We schedule a 30-minute phone call — no charge, no obligation. During the call we ask about your client volume, team size, location, and the specific moments that feel problematic. We recommend the consultation that fits and provide a written quote within two business days.

Scoping and booking

Once you accept the quote, we send an engagement letter outlining deliverables, dates, and payment terms. A 50% deposit confirms the booking. We also send you a short preparation guide — what to tell your team, what materials to have ready, and how to schedule the on-site days around your normal operations.

On-site work

Depending on the consultation, we observe your client flow, interview staff, facilitate workshops, or run coaching sessions. We work around your operating hours and aim to be unobtrusive. For journey audits, day one is observation; day two includes staff conversations and a management debrief.

Report and presentation

Within ten business days of the on-site work, you receive a written report or standards document. For audits, we schedule a 60-minute presentation call to walk through findings and answer questions. Coaching clients receive session summaries after each meeting.

Implementation support

We do not disappear after delivery. You can email us with questions about the report for 30 days at no extra charge. Many clients choose to follow an audit with front-line coaching to help staff adopt new standards. That is optional — never assumed.

Ready to start? Request a conversation or browse our consultations.