A focused introductory review designed to clarify where customer journey or operational friction may be showing up and whether a deeper engagement makes sense.

This session is best for business owners who want a practical first step before committing to a larger consulting engagement. During the review, we discuss your current challenges at a high level, look at how customers move through your business, and identify where follow-up, communication, workflows, customer experience, or operational consistency may need closer attention.

The goal is not to complete a full audit during the session. The goal is to understand what is happening, identify potential friction points, and recommend the most appropriate next step.

How It Works

Before the session, we review the information you provide when scheduling. During the 30-minute virtual review, we discuss your business, goals, current challenges, customer journey, and the internal workflows that support the customer experience.

After the session, we recommend the most appropriate next step based on your needs, scope, priorities, and fit. This may include a diagnostic, cleanup sprint, operating system buildout, advisory support, implementation support, or a recommendation that another resource may be more appropriate.

Included

30-minute virtual review session

Brief pre-session review of the information you provide when scheduling

Discussion of your business goals and current challenges

High-level review of customer journey and operational friction points

Discussion of follow-up, communication, workflow, customer experience, or consistency issues

Initial fit assessment

Recommended service direction and next steps

Time for questions and discussion

Follow-up notes and quote, when appropriate

Booking Details

Duration: 30 minutes

Format: Virtual video session

Price: $99

Credit: The review fee will be credited toward an eligible service engagement booked within 30 days.

Important Notes

The Customer Journey & Operations Review is an introductory review session. It does not include a formal audit, detailed written report, implementation plan, legal advice, tax advice, financial advice, HR advice, compliance review, or completed consulting work.

Any observations shared during the session are preliminary and based only on the information provided before and during the session. Additional review may be needed before final recommendations, project scope, pricing, timelines, or deliverables can be confirmed.

The session does not guarantee specific business results, revenue increases, cost reductions, customer growth, search rankings, operational outcomes, or future engagement availability.

Please do not submit passwords, private customer information, confidential employee records, tax documents, medical information, banking information, or sensitive internal documents through the scheduling form.

Customer Journey & Operations Reviews are non-refundable unless canceled at least 72 hours before the scheduled appointment. Reviews may be rescheduled one time, subject to availability.

Start with a Review>

Schedule a Customer Journey & Operations Review to clarify where customer journey or operational friction may be affecting consistency, follow-up, customer experience, or day-to-day execution.

A structured diagnostic designed to identify where customer journey, workflow, follow-up, communication, or operational friction may be affecting consistency, trust, or execution.

This package is best for business owners who know something needs to improve but are not sure where to start. It is also a good fit when leads are not being followed up with consistently, customers are getting confused, processes are mostly informal, or the owner is carrying too much of the day-to-day coordination.

During the diagnostic, we review the approved areas of your business to better understand what is working, where friction exists, and which improvements should be prioritized before implementation begins.

Included

• Review of your current customer journey and key customer touchpoints

• Review of website clarity and customer path when relevant

• Review of inquiry, intake, or lead follow-up process

• Review of customer communication and service messaging

• Identification of workflow friction or operational gaps

• Review of standard operating procedure (SOP), checklist, or documentation opportunities

• Review of basic key performance indicator (KPI) visibility when relevant

• Identification of owner bottlenecks or process dependency

• Prioritized findings summary

• Recommended next steps

Deliverables

• Customer journey and operations findings summary

• Priority improvement roadmap

• Observations related to workflow, follow-up, communication, or documentation gaps

• Recommended next step, which may include a cleanup sprint, buildout, advisory support, or referral to an outside professional when appropriate

Booking Details

• Format: Structured diagnostic

• Delivery: Virtual or hybrid, depending on business type, project scope, and location

• Price: $1,875

• Included time: Up to 15 combined consulting hours

Start with a Review >

The Customer Journey & Operations Diagnostic is a review and prioritization engagement. It does not include full implementation, completed SOP development, full website redesign, legal/tax/HR/accounting/compliance advice, or guaranteed business outcomes. Recommendations and deliverables depend on the approved scope, available information, client responsiveness, and business complexity.

A focused implementation engagement designed to improve one or two high-impact areas affecting customer experience, inquiry flow, follow-up, workflow consistency, communication, or operational execution.

This package is best for business owners who have identified a specific issue that needs focused cleanup and practical support. It may be a good fit when leads are not being followed up with consistently, customers are receiving inconsistent communication, internal workflows are unclear, or the same process problems keep repeating.

During the sprint, we focus on the approved priority area and help create practical improvements, tools, or documentation that support better execution.

Included

• Review of the approved focus area

• Workflow or customer journey review related to the selected issue

• Identification of friction, gaps, or missed handoffs

• Practical improvement recommendations

• Development or refinement of tools such as templates, checklists, workflows, or standard operating procedures (SOPs)

• Customer communication or follow-up support when relevant

• Basic key performance indicator (KPI) or tracking support when relevant

• Implementation support within the approved scope

• Closeout summary and recommended next steps

Possible Focus Areas

• Lead follow-up workflow

• Customer intake process

• Website inquiry path

• Service messaging and customer next steps

• Customer communication templates

• Review request process

• Referral or repeat customer process

• SOP or checklist starter package

• Customer handoff process

• Simple KPI tracker

• Weekly accountability rhythm

• Internal workflow cleanup

• Customer journey touchpoint improvements

Deliverables

Deliverables depend on the approved scope and may include:

• Workflow map or process outline

• SOPs, checklists, or templates

• Lead follow-up structure

• Customer communication tools

• Review request process

• Basic KPI tracker

• Priority action tracker

• Implementation guidance

• Closeout summary and next-step recommendations

Booking Details

• Format: Focused implementation sprint

• Delivery: Virtual or hybrid, depending on business type, project scope, and location

• Price: $4,500

• Included time: Up to 36 combined consulting and implementation hours

Start with a Review>

The Operations & Customer Experience Cleanup Sprint is focused on one or two approved priority areas. It does not include a full business overhaul, unlimited implementation support, full website development, daily marketing management, paid advertising management, legal/tax/HR/accounting/compliance advice, or guaranteed business outcomes. Recommendations, deliverables, and implementation support depend on the approved scope, available information, client responsiveness, and business complexity.

A deeper implementation engagement designed for businesses that need stronger structure across customer journey, workflows, documentation, intake systems, communication, accountability, and operational visibility.

This package is best for established businesses that have outgrown informal systems and need more consistent ways to manage customer flow, service delivery, follow-up, documentation, and day-to-day execution. It may be a good fit when too much depends on the owner, responsibilities are unclear, processes vary by person, or the business is preparing for growth, delegation, or improved consistency.

During the buildout, we focus on the approved areas of the business and help create practical systems, documentation, and routines that support clearer execution.

Included

• Review of approved customer journey and operational areas

• Workflow mapping and process review

• Identification of friction, gaps, unclear handoffs, or owner dependency

• Development or refinement of standard operating procedures (SOPs), checklists, templates, or documentation

• Intake, follow-up, or customer communication support when relevant

• Review or development of simple key performance indicator (KPI) visibility when relevant

• Review and referral process support when relevant

• Accountability rhythm or priority tracking support

• Implementation support within the approved scope

• Closeout summary and recommended next steps

Possible Buildout Areas

• Customer journey review and improvement

• Workflow mapping

• Intake and follow-up system design

• Customer communication standards

• SOP and checklist development

• Role and responsibility clarification

• Review and referral process

• KPI dashboard or scorecard

• Weekly operating rhythm

• Internal documentation structure

• Priority tracker

• Implementation support

• Advisor handoff checklist when outside professional expertise is needed

Deliverables

Deliverables depend on the approved scope and may include:

• Operating system roadmap

• Workflow documentation

• SOP library or starter SOP package

• Customer journey recommendations

• Communication templates

• KPI tracker or dashboard

• Accountability cadence

• Implementation plan

• Closeout summary and next-step recommendations

Booking Details

• Format: Deeper implementation engagement

• Delivery: Virtual or hybrid, depending on business type, project scope, and location

• Price: Starting at $11,250

• Included time: Up to 90 combined consulting and implementation hours for the base engagement

Start with a Review>

The Small Business Operating System Buildout is focused on the approved scope of work and is not a full-time management, staffing, or operational takeover service. It does not include unlimited implementation support, employee supervision, full website development, daily marketing management, paid advertising management, legal/tax/HR/accounting/compliance advice, or guaranteed business outcomes. Larger, multi-location, multi-department, or more complex engagements may require a revised scope and fee.

Ongoing structured review and decision support for clients who have completed an initial diagnostic, cleanup sprint, or buildout.

This package is best for business owners who want recurring support reviewing priorities, evaluating progress, discussing customer journey or workflow issues, and staying focused on practical next steps without needing a new full implementation project every month.

During monthly advisory support, we help review what has been implemented, what may need adjustment, and what priorities should be addressed next.

Included

• One monthly advisory session

• Review of current priorities

• Customer journey or workflow discussion

• KPI or progress review when relevant

• Review of implementation progress

• Practical recommendations for next steps

• Priority tracker updates when relevant

• Follow-up notes when appropriate

Possible Focus Areas

• Implementation progress review

• Customer journey refinements

• Workflow concerns

• Follow-up or communication issues

• SOP or checklist questions

• KPI visibility

• Priority planning

• Decision support

• Next-step planning

Deliverables

Deliverables depend on the monthly focus and may include:

• Advisory notes

• Priority tracker updates

• Recommended next steps

• Light review of existing tools, workflows, or documentation

• Suggested scope for future implementation support when appropriate

Booking Details

• Format: Monthly advisory support

• Delivery: Virtual, unless otherwise agreed

• Price: $1,000/month

• Included time: Up to 8 combined consulting hours monthly

Start with a Review>

Monthly Advisory Review is available after an initial diagnostic, cleanup sprint, or buildout. It does not include heavy implementation, unlimited access, employee supervision, full website development, daily marketing management, paid advertising management, legal/tax/HR/accounting/compliance advice, or guaranteed business outcomes. Recommendations and support depend on the approved monthly scope, available information, client responsiveness, and business complexity.

Recurring implementation support for clients who have completed an initial diagnostic, cleanup sprint, or buildout and are actively applying improvements.

This package is best for business owners who need more than advisory guidance but do not need a new full project every month. It may be a good fit when the business needs ongoing help refining workflows, updating documentation, improving customer touchpoints, reviewing progress, and keeping priorities moving.

During implementation support, we help apply, refine, and maintain approved improvements within the monthly scope.

Included

• Two working sessions per month

• Review of current implementation priorities

• Workflow refinement

• Standard operating procedure (SOP), checklist, or template updates

• Customer journey or customer touchpoint improvements

• Customer communication updates when relevant

• KPI or scorecard review when relevant

• Priority tracking

• Light implementation support within the approved monthly scope

• Follow-up notes when appropriate

Possible Focus Areas

• Workflow adjustments

• SOP or checklist updates

• Customer communication improvements

• Lead follow-up refinements

• Review or referral process refinements

• KPI visibility

• Customer journey improvements

• Priority tracking

• Implementation accountability

• Next-step planning

Deliverables

Deliverables depend on the monthly focus and may include:

• Updated SOPs, checklists, templates, or trackers

• Workflow updates

• Customer communication updates

• Priority tracker updates

• Implementation notes

• Recommended next steps

• Suggested scope for future project work when appropriate

Booking Details

• Format: Monthly implementation support

• Delivery: Virtual, unless otherwise agreed

• Price: $2,000/month

• Included time: Up to 16 combined consulting and implementation hours monthly

Start with a Review>

Implementation Support Retainer is available after an initial diagnostic, cleanup sprint, or buildout. It does not include unlimited access, full-time operational management, employee supervision, full website development, daily marketing management, paid advertising management, legal/tax/HR/accounting/compliance advice, or guaranteed business outcomes. Recommendations, deliverables, and support depend on the approved monthly scope, available information, client responsiveness, and business complexity.