Consulting & audit
Revealing the gap between your positioning and the experience truly lived.
From auditing the client journey to designing applicable standards, all the way to opening support.
Area 01
Audit of the client experience
We analyse the experience offered, from first contact to the client's departure.
What we observe
- Booking and first contact
- Welcome and reception
- Language and posture
- Product knowledge
- Pace and personalisation
- Managing expectations
- Coordination between teams
- Problem resolution
- Farewell and the last impression
Possible deliverables
- Audit report and strengths analysis
- Identification of breaks in the journey
- Prioritisation of actions
- Operational recommendations
- Roadmap and proposed standards
- Training plan
Area 02
Service excellence consulting
We help the establishment define or improve its standards.
- Creating a service philosophy
- Designing the client journey
- Defining service sequences
- Creating relational standards
- Improving the language teams use
- Designing service rituals
- Improving welcome and farewell
- Adapting standards to the clientele
- Harmonising across points of sale
- Simple, applicable procedures
- Support for premiumisation
Area 06
Opening support
Before and during opening, we design the service concept and prepare teams to deliver on the promise from day one.
- Thinking through the service concept
- Designing the journey and standards
- Creating training materials
- Training teams before opening
- Service simulations
- Supporting managers
- Observation during the first days and adjustments
- Post-opening follow-up
Area 07
Managerial support
Because standards live through managers, we support operational leaders.
- Transmitting standards, correcting without demotivating
- Running effective briefings
- Building a service culture
- Ensuring training follow-up
- Developing team autonomy
- Identifying gaps and keeping standards alive day to day
Every engagement is built around the needs, teams, level of maturity and goals of the establishment. Formats range from a one-off audit to a programme over several weeks.