Services
Strategy is the easy part.
The plan is rarely the problem. These four areas are where it usually comes apart.
A customer trust problem usually turns out to be an alignment problem inside. A stalled rollout is usually a communication problem nobody named out loud. Where I start matters less than whether the change holds afterward.
Brand Promise Delivery
Most companies know what they promise customers. Far fewer know whether the people delivering it have ever been told.
Values in action
Values stated in terms someone on a shift can actually act on.
Consistent customer experience
Finding where the experience diverges from the promise, which is usually in the handoffs.
Brand storytelling
Telling the story accurately, which only works if the thing is actually true.
Internal Alignment
Alignment is not everyone agreeing. It is everyone knowing what the decision was and why.
Team unity
Getting departments to stop solving the same problem in opposite directions.
Goal clarity
Making sure people can explain why their work matters without reaching for the mission statement.
Decision clarity
Making it clear who decides what, which removes more friction than any workshop.
Customer Trust
Trust is not built in the good moments. It is built in how you handle the bad ones, and most companies have no plan for those.
Feedback loops
Hearing what customers say, and closing the loop so they know something happened.
Transparent communication
Saying the hard thing early, which costs less than saying it late.
Exceptional service culture
Service that holds up when the person serving is tired, understaffed and having a bad week.
Strategy & Change
People do not resist change. They resist being changed without being asked.
Vision setting
A direction people can repeat accurately, which is a lower bar and a harder one than it sounds.
Adaptive planning
Plans with room in them, because the first version is never the one that survives.
Change leadership
Preparing your managers for the conversations they are about to have, before they have them.
These four are where most engagements start. They are rarely where they stay, because culture, employee experience and leadership communication tend to arrive uninvited once you start looking.
Ways In
It usually goes in this order.
Most engagements start with the first one and stop wherever it makes sense to stop. You can also start further down if you already know what you’re dealing with.
The Breakthrough Blueprint
$3,500
Confidential conversations with people across your organization, written up into a picture of what's actually slowing things down.
The Pilot
From $9,000
Four weeks on one change, start to finish. Your team picks what to fix, I build the plan and the communications, and we measure whether it stuck.
The Frontline Forum
From $1,250
A standing group that keeps what the floor knows reaching the people making decisions. Available as a self-guided kit, a guided launch, or a term I run myself.
Fractional Head of Change
From $6,000 a month
I join your leadership team one or two days a week and own the people side of whatever you're changing.
Most of my work doesn’t start from a package anyway. If none of these fits, just ask.
What to Expect
A partnership, not a deliverable.
I talk to people
Interviews, surveys, focus groups, whatever gets the truth out fastest in your organization.
I write down what I found
What is actually happening and what I think you should do about it, in an order you can follow.
I help you do something about it
I either build the communications myself or work alongside your team while they do, whichever makes it more likely to stick.
I lead every project personally, drawing on a network of trusted experts when needed.
Not sure which of these you need?
Neither are most people at this stage. That is usually what the first conversation is for.
Let's Talk