Client Stories
Testimonials and project stories from Australian service businesses that worked with Laurel Hub Consulting on customer experience improvements.
What clients say
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.
Elena spent a full day watching our reception without making anyone feel judged. The report was honest about problems we had been avoiding — the 15-minute average wait with no explanation was costing us referrals. Fixing that one thing made a noticeable difference.
We hired Laurel Hub for the standards workshop and I appreciated that they did not try to upsell us on coaching we were not ready for. The document they produced is now part of our onboarding pack. My only gripe is I wish we had done this two years earlier.
Marcus ran four coaching sessions with our front desk team at the physio clinic. Staff who were sceptical at first actually asked for a fifth session — that says something. Revenue was not the goal, but our rebooking rate improved once clients felt heard at checkout.
Project story: Fitzroy café turnaround
The situation
Tom's café had strong coffee and a loyal weekday crowd, but weekend foot traffic was inconsistent. Online reviews mentioned "slow service" and "nobody acknowledged me when I walked in" more than anything about the food.
What we did
A condensed journey audit over one busy Saturday, followed by three front-line coaching sessions with the weekend shift. We mapped the path from footpath to counter, identified a blind spot where staff could not see the door, and practised a simple greeting protocol.
The outcome
Within two months, weekend Google reviews mentioning wait times dropped noticeably. Tom reports that average weekend transaction value increased — not because of upselling tricks, but because staff now suggest a pastry when someone orders coffee without looking rushed.
Project story: Camberwell dental practice
The situation
Dr. Holt's clinical team was well regarded, but new patient enquiries by phone were converting at a lower rate than expected. Staff were friendly but could not explain fee structures or appointment types clearly.
What we did
A two-day journey audit covering phone, reception, waiting room, and post-appointment follow-up. We drafted phone scripts for the three most common enquiry types and recommended a visual fee guide at reception.
The outcome
Phone conversion improved within the first month. Dr. Holt noted that fewer patients arrived confused about costs, and the reception team felt more confident handling difficult questions. The follow-up call protocol — a simple next-day check-in for new patients — became standard practice.