Most businesses don't lose customers at the sale. They lose them after it. The callback nobody returns. The job that has to be redone. The handoff from whoever sold it to whoever does it. That stretch is where I look: where the promise breaks, what it costs you and who should own it. Look there before you spend another dollar chasing new customers.
It isn't a training day or a new script for the front desk. I follow one real customer from the yes to the next order and write down every place they waited, repeated themselves or got passed along. Then I put a dollar figure on each one, so you fix the expensive leak first. Stop guessing which one it is.
I know how the people above the front line make decisions, because I was the one making them. That's where most of these leaks start, and it's the part nobody inside wants to say out loud.
Look for these:
That last one fools a lot of owners. Silence isn't satisfaction. Some customers complain. The rest disappear without saying a damn word.
You can't out-market bad customer service. Pour more customers into a broken operation and all you get is more people to disappoint. Every one of them tells somebody. A slow month isn't a lead problem most of the time. It's the customers you already had, walking out. Winning one back costs more than keeping the one you had.
Fix the leak first. Then spend.
Everybody talks ROI. I want to talk ROT, Return on Time.
How many hours did you lose last month fixing problems your business should have handled without you? Calling customers back. Chasing your team. Redoing work. Issuing refunds.
That's the rot. Find what stinks and get rid of it. That's where your time is hiding.
In 7 days I follow one customer journey from the sale to the next order. I find where your customer service breaks, what it costs you and what to fix first. Find it. Own it. Plug it. Your team can put the fix in place, or hire me to do it.
Here's my promise. If I can't show you a leak worth more than my fee on Day 1, you get every dollar back.
Take the free Leak Score. Eight questions, and it shows you where your customers drop off.
An outside look at what happens to your customers after they pay you. Where they wait, get passed around or give up, and what each of those moments costs you. A good one ends with a short list of fixes in order, not a binder.
Training teaches people what to say. This finds where the system breaks, who owns it and what it costs. Most of the time it isn't a people problem. It's a nobody-owns-it problem, and when nobody owns the problem, the owner eventually does.
The Promise Kept Sprint is $5,000 for 7 days and one customer journey. The Leak Score is free.
Established businesses whose customers can come back, refer or review, run by owners who are tired of being the complaint department.
You get what broke, what it costs and what to fix first. Your team can put the fix in place, or you can hire me to do it with you.