1
🕵️
We show up as a real customer.
We book. We arrive. We use your service like anyone else does. Your team may or may not know we're coming — your call. (Often the surprise is the point.)
For grown-ups: Mystery-shop methodology. You decide whether staff is briefed. Anonymous mode gives the truest picture; announced mode is faster but biases the result.
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2
📝
We notice everything.
How long did the phone ring? Was the parking obvious? Did the receptionist make eye contact? Did the host remember our name? Was the bathroom clean? What did the food taste like? We track all of it.
For grown-ups: Structured rubric covering 40-80 touchpoints per audit, tailored to vertical. We score, we photograph, we time-stamp.
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3
🎯
We tell you what actually matters.
Not a 200-page report. A short, ranked document: the 5-10 highest-leverage things to fix. Where your service shines. Where it falls apart. What it costs you each time.
For grown-ups: Pareto-ranked findings with estimated revenue impact. Quantitative scoring on each touchpoint. Visual evidence where helpful.
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4
🚀
You fix it. Or we fix it with you.
Some clients take the report and run with it. Others hire us to implement the changes — train staff, rework the touchpoints, monitor for 90 days. Either way, you get the diagnosis.
For grown-ups: Implementation engagement is separate and optional. We're agnostic — the value of the audit is the diagnosis, not a sales pipeline to upsell.