In the Room
Close-up help for businesses where the experience is the product. Four ways to work together, from a workshop day to a standing partnership — closing the gap between the experience you intend and the one your customers actually receive.
Who this is for
You started this because of how you wanted it to feel. The room, the greeting, the way a table lands, the way someone leaves. That was the whole point.
Somewhere along the way — as the business grew, or the pace picked up, or the team turned over — the experience your customers actually receive drifted from the one you meant. Not by much. Just enough that you can feel it.
This is close-up help to close that gap.
Small hotels. Restaurants. Spas and wellness businesses. Guest houses. Independent retail. Hospitality of every kind. Places where the experience isn't a department — it's the whole business.
A short note on AI
Every service business owner I meet has questions about it — what it is, what it can really do, and where it fits.
I'm not an AI deep-dive specialist and I won't pretend to be. But part of reading a service business is noticing where a tool could take a workflow job off your team so they can spend more time with the customer — and, just as usefully, where it would get between the two.
AI belongs in service of the experience. Where I see it, I'll tell you plainly.
Four ways to work together
Start · teach
From £1,500
The Everyday Service Workshop
A customer service variant of The Everyday Communication Workshop, tailored to service businesses. Communication is the wiring that carries the experience from the person who set the intention to the person who receives it — the owner, the team lead, the frontline, the customer. When that wiring works, the experience holds. When it doesn't, the customer feels every gap.
A day with your team, in your business, working the specific communication that shapes your customer experience — from the first hello to what happens when something goes wrong.
Pricing depends on the size and scope of the business. Larger businesses or senior teams may be better served by the full workshop →.
See · Read
from £4,000
The Read
Three stages inside your business, then one clear picture of the experience your customers actually receive — and the few changes that would close the gap between intention and delivery.
Read more →Build · the retainer
£2,000/month
The Standing Day
One standing day a month — training your team, working through where the experience is slipping, coaching you and your leaders. The gap between intention and delivery, closed step by step. Three months to start; you take another if the work lands.
Embed
£5,500/month
The Embedded Partner
Two to three days a month, hands-on alongside your team, with priority on my calendar — for a business in a period of real change that wants me closer to the work.
Start with a short conversation.
No pitch. We talk about your business, whether there's a genuine fit, and which of these would actually help.
Book a conversation →