BUSINESS ASSESSMENT & COACHING
See your business the way your customers see it.
Being close to your own business has advantages. You understand what you sell, why you do things a certain way, and what you are trying to accomplish.
But that familiarity can make it difficult to notice what a first-time customer sees.
After nearly three decades of owning and operating businesses, I understand the business owner’s side. I also understand how easily a customer can become confused, uncomfortable, frustrated, or simply lose interest.
I see it from the customer’s side, but I speak to it from the business owner’s side.
SIGNATURE SERVICE
Customer Perspective Audit
A Customer Perspective Audit is an assessment of how a business presents itself to the people it is trying to reach.
I take time to understand the business, its customers, and what the owner wants people to understand or do. Then I look at the business from the customer’s perspective, paying attention to first impressions, clarity, approachability, trust, atmosphere, communication, presentation, and the overall experience.
The goal is to identify disconnects that business owners may not realize exist and provide practical recommendations for addressing them.
Virtual reviews
- Website presentation and clarity
- Google Business Profile and online visibility
- Apple Maps listing accuracy
- Social media and YouTube presence
- E-commerce storefronts
- Online booking and contact processes
- Branding and customer message
- Product or service presentation
- How easy it is to understand the next step
In-person reviews
- Exterior appearance, parking, arrival, and signage
- Storefront or office presentation
- Layout and customer flow
- Staff interactions and approachability
- Cleanliness and maintenance
- Music, noise, lighting, and atmosphere
- Product placement and organization
- Customer comfort and the overall emotional impression
Beyond mystery shopping
Traditional mystery shopping often focuses on what happened during an interaction. My approach also considers why details may influence customers and what practical changes could improve the way the business is presented and understood.
Not just for businesses having problems
Even successful businesses can overlook confusing signage, unclear messaging, missed opportunities, or small details that influence first impressions.
Business coaching
Business coaching can help owners think through customer-facing operations, communication, presentation, service processes, and practical changes.
The work is focused on perspective and customer experience, not legal compliance, certified accessibility, engineering, accounting, or financial auditing.
