Where to start.
We look at your business the way your customers do. Most clients start with Learn and move to Build once we know what to fix. If you already know, we can start there.
Learn
Find where customers slip away, and what would bring them back.
A fresh set of eyes
I spend time in your business as a customer: watching, shopping, listening, noticing. I work through your online reviews and any other customer feedback you've collected, looking for patterns. Afterward I share what I found: what's working, what's not, and some practical things you could try. You walk away with a clear, outside read on what your customers experience, including where I think you're losing people and what it would take to know for sure.
Conversations with your customers
I have real conversations with the people you serve: current customers, those who have stopped coming, and customers you'd like to attract. I find out what they're trying to do, where it breaks down, and what would bring them back. You get specific recommendations grounded in their words.
Up to 12 conversations. Written report and findings walkthrough included.
Build
Fix what's driving customers away, so they stop leaving.
Operations, examined
The problems that lose customers are rarely the ones they can see. They're in the work behind the experience: a quote that takes three days to go out, a scheduling mix-up that sends the crew to the wrong address, a handoff that breaks between the sale and the job. The experience gets worse, and some stop coming. I find the one or two breakdowns doing the most damage, show you what they're costing, and fix them. You get back to the work that keeps people coming.
One-time diagnostic, written recommendations. Implementation scoped based on what I find.
A working session with your team
Some findings need the whole team in the room. The learning and the deciding happen at the same time: how to change something that affects everyone, how to prioritize, and how to align when there are competing views. I run that conversation and stay neutral on the outcome. You leave with a decision made together, not just handed down.
An engagement, end to end
When the problem is bigger than one fix, I work alongside you over several weeks: finding where you're losing customers, tracing it to what's causing it, and building the changes with your team until they hold. Scoped to your situation.
Want to see for yourself? Get the $99 self-diagnostic
I spent ten years doing this work at Fortune 500s, global consultancies, and heavily regulated industries. I came to locally owned businesses on purpose: the problems are just as real, but the stakes are personal, and outside perspective is harder to come by. I work with a small number of businesses across the Triangle at a time, in Raleigh, Durham, and Chapel Hill.
I spent ten years doing this work at Fortune 500s, global consultancies, and heavily regulated industries. I came to locally owned businesses on purpose: the problems are just as real, but the stakes are personal, and outside perspective is harder to come by. I work with a small number of businesses across the Triangle at a time, in Raleigh, Durham, and Chapel Hill.
Email me at jonathan@convivial.works, even if you're just curious, or schedule a chat.