Customer Experience Audit

Service Description

This service applies Step 1 of the Operations Improvement Process to one customer-facing core process: Sales & Intake, Customer Onboarding, or Customer Follow-Up & Retention. Instead of looking at customer experience from a marketing or messaging lens, we look at it from an operations lens, how customer-related work actually flows through your business today. We map what happens from the moment a customer reaches out, says yes, or completes work, and document the real steps, handoffs, timing, and ownership involved. From there, we identify where confusion, delays, missed follow-ups, or repeated questions are being created by the process itself. This is a quick win for businesses that know their service is solid but feel like customer communication or consistency breaks down somewhere behind the scenes. What to Expect Step 1: Initial Alignment Call We start with a short call to confirm fit and decide which customer-facing process makes the most sense to review: Sales & Intake Customer Onboarding Customer Follow-Up & Retention Step 2: Deposit & Mapping Session After the alignment call, a deposit is collected, and we schedule a focused working session. During this session, we walk through the selected process step by step, documenting: What triggers the process Who owns each step How communication happens Where handoffs or delays occur Step 3: Audit & Review I review the documented workflow to identify: Breakdowns or friction points Inconsistent steps or timing Gaps in ownership or follow-through This is not about rewriting everything, it’s about understanding what’s not working and why. Step 4: Delivery & Walkthrough You receive a clear summary of the current-state workflow, identified issues, and practical opportunities for improvement, along with a walkthrough to ensure everything is clear and usable. Outcome A documented, real-world view of one customer-facing process Clear visibility into where confusion or dropped balls originate Reduced reliance on memory and “just checking in” A strong foundation for improving efficiency and follow-through