Noël Tarquinii · Consigliere · Promise Kept
You're losing customers you already won.
Your marketing and sales bring them in. Then something you promised slips after the sale and nobody owns fixing it. The customer stops coming back.
They call again. Your team says sorry again. Your best people get pulled back into customers they already won. You don't see the real cost until it shows up as refunds, repeat work and customers who never call you again.
In 7 days I find the spot after the sale where it breaks, who should own it, what it's costing you, and what to fix first.
The Promise Kept Sprint
$5,000
7 days · One customer journey
Ready now? Start today and the 7 days begin when your records arrive. Want to talk first? Book 20 minutes. If it isn't a fit, I'll tell you.
GovernmentExecutive
I need someone I can call when I'm looking at a situation and thinking, 'There are six ways this could go sideways. What am I missing?' Noël is that person.
CEO, roofing company
$50M+
In liability caught and cleaned up before it hit.
$19.3M to $32.0M
In sales in 24 months, at a firm I partner with.
Every seat
CEO, COO, CAO and CHRO. I've owned these decisions.
The part nobody fixes
Everybody sells you more customers. Almost nobody fixes why they leave.
Ads, leads, agencies, sales training. There's a whole industry built to fill your bucket.
Almost nobody looks at the hole in the bottom. That's where the money you spent winning a customer walks out the door. One person makes the promise. Someone else has to keep it. Nobody owns the gap in between.
Pouring in more customers won't fill a bucket with a hole in it. Plug the hole first. That's what I do.
Where it leaks after the sale
- The call back that never happens. They don't complain. They just book someone else next time.
- The promise sales made that delivery never heard. Now it's a refund or a one-star review.
- The complaint that bounces between three people. Nobody owns it, so the customer leaves without a word.
You won't find any of these on a report. Each one looks small to the person standing next to it. I trace them across your whole company and put a dollar figure on every one.
How it happens
The sale wasn't the problem.
Your salesperson did everything right. The customer understood the offer and paid. The work itself is good.
Then the follow-up stopped. The customer sent a message and nobody answered. They called someone else and explained the whole thing again. Eventually they went back to the person who sold them, because nobody else seemed able to fix it.
Now you have a customer who likes what you deliver and still won't recommend you.
Somebody owned the sale. Nobody owned keeping the promise.
Ask your best salesperson tonight how many customers they already closed came back to them last month with a problem.
Is this your week?
Pick the ones that happened this month.
The color shows where it broke after the sale. Be honest. Nobody sees this but you.
What it's costing you
What is the broken handoff costing you?
Move the sliders to match a normal month. It takes a minute.
Some of it you can see: going back to redo work, credits, refunds. Some of it you can't: your time on complaints, your salespeople saving accounts instead of selling, customers who quietly don't come back. This only counts the part you can see.
Each month. Redos, second visits, remakes, re-sent orders, extra sessions.
Labor, materials, comped meals or sessions, time you can't bill.
Each month. Credits, refunds, discounts to keep them happy.
Out of every 10 dollars you lose, how many you'd stop if the handoff got fixed. Your honest guess.
Costing you each month
$11,200
Costing you each year
$134,400
Back in your pocket each year
$40,320
Your numbers, your guess. This is an illustration, not a promise. It assumes the costs can really be stopped and nothing is counted twice. In 7 days you see what your records actually show.
Where it breaks
One sale. Five handoffs. One of them has nobody's name on it.
Sold
Getting started
Delivery
Follow-up
Coming back
That's the spot where your paying customer starts calling to ask what's going on.
Your customer sees bad service. Underneath it, nobody owns the problem.
The customer tells their story to three different people. You see the repeat calls and one more complaint that never should have reached your desk. Behind all of it, nobody owns the problem from the first call to the fix.
Ask who owned your last complaint from start to finish. If nobody can answer, you just found the break.
Who it's for
Built for companies that live on the second sale.
If your money depends on customers coming back, buying again or sending friends, read these. You're a fit if most of them sound like you.
Someone else keeps the promise
You or your sales team win the customer. Someone else delivers. You're not the one picking up the phone anymore, so you don't hear it when it slips.
Customers pay you more than once
Your money comes from them coming back, renewing or sending a friend. A first sale that never turns into a second one costs you twice.
The same complaint keeps coming back
Different customer, same story. Your team fixes it one call at a time, and next month it's back on your desk.
You're growing faster than your follow-up
More customers, more locations, more crews. What worked when you knew every customer by name doesn't hold up now.
Your best people are saving accounts
Your top salesperson or manager spends the week calming down customers they already won instead of winning new ones.
You want the truth
You'd rather know where it breaks than hear it's fine, even if it points at someone you like. One leader is ready to own what comes next.
Not a fit if you work solo with no team, or if you're looking for customer service training.
Most of these sound like you? This was built for you.
How it works
The Leak Hunt: find it, own it, plug it
You give me access. I do the digging. You get two short calls and a straight answer in seven days.
Move 1
Find it
I find exactly where your customers go quiet after the sale.
Move 2
Own it
I name who owns the handoff that broke. Most of the time, nobody does.
Move 3
Plug it
I put a dollar figure on the leak and tell you what to fix first.
Want me to plug it in for you? I do that too.
The sprint hands you the fix and how to put it to work. Your team can run with it. Or hire me to put it in place and get your team running it. That part is scoped and priced on its own, and you don't have to buy it. Pick what fits.
- Before day 1You start the sprint, or talk to me first. Then a short intake so I understand your situation, and a short agreement. I tell you exactly what to send, and the clock starts when it arrives.
- Day 1A 30-minute kickoff call. We pick the one customer journey that matters most to you.
- Days 2 to 6I work. You run your business.
- Day 7A 30-minute call to walk you through what I found. Then you decide what happens next.
What you walk away with
Your promise, mapped and priced.
- A one-page map of where your customer journey breaks.
- Your biggest leak and who should own it, with what your records prove kept apart from what's still a guess.
- Your Second Sale Rate. Out of every 10 first-time customers, how many bought from you again. If your records can't show it yet, you leave with a way to count it.
- A dollar range built from your own numbers.
- The first fix, in writing, and a 30-minute call to walk you through it.
You own every page of it, and you don't need me in the building to use it. Keep it.
Day 7
On the last call, pick what happens next.
1
Your team fixes it
You have the map and the order to fix it in. Your team runs it, or a partner you already use does.
2
I fix it with you
45 days, one team, one break, priced separately. You don't have to buy it. The sprint is complete on its own.
3
You leave it for now
If it isn't worth fixing yet, you'll hear that from me.
What this isn't
Training teaches your team to say sorry better. It doesn't fix why they have to.
This isn't customer service training, software or a company-wide audit. I don't run your customer service for you, and I don't promise a return.
You get the truth about one broken customer journey and the first thing to fix. Stop paying to fix the apology. Fix the handoff.
Why owners bring this to me
I've sat in the seats that own this.
I'm a current CEO. I've also sat in the COO, CAO and CHRO seats, as a founder and as a partner. I know how the people above the front line make decisions, because I was the one making them.
A complaint almost never starts with the person on the phone. It starts with a handoff nobody owns. I look at the whole chain, from what sales promised to who picks up when it breaks.
I came up on need to know, and I still work that way. Your records stay confidential under our agreement, only the people working the sprint see them, and the only thing that overrides that is the law.
Pick the complaint that keeps landing on your desk. Bring it to me.
"A lot of people can tell you what's wrong after the fact. Far fewer can sit beside you while you're making the decision and help you avoid creating three new problems while solving the first one."
IT executive
"There have been several occasions when Noël asked a question that completely changed how I was looking at an issue. That is difficult to put a price on."
President, board of directors
Before you start
Straight answers about customers who don't come back
Why don't customers come back after the first purchase?
It's rarely the product or the price. Something promised at the sale slipped after it: a call back that never came, an order that was wrong, a start date that moved with no warning. Then nobody owned fixing it. Most customers don't complain twice. They just buy somewhere else next time, and you never find out why.
How do I find out why my customers aren't coming back?
Start with your Second Sale Rate: out of every 10 first-time customers, how many bought again. Low number? Then the problem is after the sale, not in your marketing. Finding the exact spot is the hard part, because your team is standing too close to it to see it. That's what the Promise Kept Sprint does in 7 days.
What does losing a repeat customer really cost?
More than the one lost sale. You pay again to replace that customer, you pay for the redo, the refund or the credit, and your best people lose hours saving accounts instead of growing them. Use the calculator on this page with your own monthly numbers to see your yearly figure.
What is a Second Sale Rate?
It's how many of your first-time customers buy from you again. Out of every 10 people who bought once, count how many came back. Low number? Your leak is after the sale, and more marketing won't fix it. Count it before you spend another dollar on ads.
What is a customer handoff, and why does it break?
A handoff is any point where the customer passes from one person or team to the next: sales to scheduling, the booking to the visit, the event to onboarding, the front desk to the provider. It breaks when everyone assumes the next person has it and nobody is named as the owner.
How is this different from customer service training or a CX audit?
Training teaches your team to apologize better. An audit grades your reps. This finds the handoff that broke, names who should own it and puts a dollar range on it, so your leadership can make one clear decision about what to fix first.
What do I get at the end of the 7 days?
A one-page map of where the journey breaks, your biggest leak and who should own it, your Second Sale Rate, a dollar range built from your own numbers, and the first fix in writing. We go over it on a 30-minute call. You keep all of it.
What do you need from us?
Less than you'd think. One person who owns the fix, access to your customer records and two 30-minute calls. After you sign, I tell you exactly what to send.
Our records are a mess. Can you still find the leak?
Yes. Send what you have. Where the records go quiet is part of the answer, and you leave with a simple way to start counting what matters.
Can I skip the call and just start?
Yes. Start the sprint, fill out the short intake, sign the agreement and send your records. The 7 days start the day they arrive.
Is our data kept confidential?
Yes. Confidentiality is in the agreement, signed before any records move, only the people working the sprint see them, and every case is reviewed with names removed. Nothing is shared unless the law requires it.
How much does it cost, and does it count toward fixing it with you?
The sprint is $5,000 for 7 days and one customer journey. It's priced and paid on its own. If you want help fixing what we find, that's a separate 45-day engagement, and you don't have to buy it.
Can you promise we'll save money?
No. You get a dollar range built from your own numbers and a clear decision. What you do with it is your call.
Is this legal or financial advice?
No. This is operating strategy. When you need a lawyer or an accountant, I'll tell you.