Who this is for
Owners and managers of service businesses where clients move through a defined sequence — booking, arrival, service delivery, payment, and follow-up. Typical clients include skin clinics, dental practices, hair salons, physiotherapy rooms, and neighbourhood cafés with a strong regular clientele.
If you sense that clients sometimes leave quietly dissatisfied but cannot pinpoint where the experience breaks down, this audit gives you a structured answer.
What we do on site
Day one — observation and mapping. We arrive before your first client and stay through a full operating day. We shadow reception, sit in waiting areas, listen to phone enquiries (with your team’s consent), and note timing, tone, signage, and physical layout. We map the journey as your clients actually experience it — not as your procedure manual describes it.
Day two — staff conversations and synthesis. We hold short, confidential interviews with front-line staff and one longer session with you. We identify friction points: unclear pricing on the wall, a check-in desk that faces away from the door, a gap between what your website promises and what happens at the counter.
What you receive
Within ten business days you receive a written report containing:
- A visual journey map with annotated moments of strength and weakness
- A ranked list of changes — quick wins first, structural improvements second
- Draft scripts or talking points for reception and phone staff
- A 60-minute presentation call to walk through findings and answer questions
What is not included
We do not redesign your website, run advertising campaigns, or implement changes on your behalf. The audit is diagnostic and advisory. If you want ongoing coaching after the audit, we can discuss a front-line coaching package separately.
How to prepare
Have your last three months of client feedback (reviews, complaint emails, informal comments) ready to share. Block time on day two for the management debrief. Let your team know a consultant will be observing — transparency leads to more honest conversations.
Next step
Request a journey audit and tell us about your business. We will schedule a 30-minute phone call to confirm scope and provide a firm quote.