All engagements begin with a 15-minute qualification call. No obligation. No assumptions. Just a conversation to confirm fit.
The path
A free 15-minute call to confirm we are a good fit for your current stage and what you are trying to solve. No pitch. No pressure.
A paid deep-dive session that audits your client experience and the operations behind it, then delivers a clear, prioritized roadmap. Some owners implement on their own. Most retain ongoing support to make sure it holds.
Based on the Diagnostic findings, you choose: implement independently, build with ongoing embedded support, or commission the Owner's Manual as a standalone deliverable.
The engagements
Start Here
Identify where the client journey and the operations supporting it are creating friction, inconsistency, unnecessary owner involvement or risk, and determine what should be fixed first. No implementation required. This engagement stands on its own.
Not sure yet? Take the free assessment first. It takes less than four minutes and tells you where the gaps likely are before we ever get on a call. Take the assessment
Accountability Support
You have the roadmap. This keeps you accountable to actually building what it identified, without getting stuck, stalled, or losing momentum to the day-to-day.
Owner-led service businesses that completed the CX Diagnostic and want to implement the roadmap independently, but know from experience that without accountability, the urgent will crowd out the important.
This is not build work. Shirley is not implementing inside your business during this engagement. This is strategic advisory and accountability to keep you moving on what you already know needs to happen.
Month-to-month at $850/month, or $750/month when you commit to three months paid upfront or on automatic payment. No long-term minimum beyond the three-month option.
Ongoing Support
Embedded operational stewardship of your client experience. This is not advisory you check in on. This is embedded work that makes the changes hold.
Client experience infrastructure does not hold if the support pulls out at 90 days. Six months is the minimum time to build the system, install it, run it under real conditions, and adjust what needs adjusting before you are operating independently.
This is not a course. It is embedded work inside your actual business with real clients in real time.
Established, owner-led service businesses that completed the CX Diagnostic and are ready to build what the roadmap identified. Also appropriate for businesses with ongoing operational complexity that need a second set of eyes inside the business, not just a plan to implement alone.
Project-Based
Your team should not need access to your brain to know how the business works. The Owner's Manual extracts the standards, decisions, exceptions, judgment and institutional knowledge that currently live in the owner's head and puts them into a format the business can actually use.
This is not an SOP binder. It is a working operational document that captures the owner's judgment, standards and institutional knowledge so the business can deliver consistently whether the owner is in the room or not.
When this exists, a team member can answer a client question without escalating. A new hire can onboard without weeks of shadow time. An exception can be handled without the owner being the default decision-maker every time.
This is a natural output of the Strategic Partnership. It can also stand alone for businesses that need the documentation without the ongoing embedded support.
Fit matters
Common questions
Yes, and here is why. Every other engagement, the Roadmap Advisory, the Strategic Partnership, and the Owner's Manual, is built on knowing exactly where your client experience is breaking down and in what priority order to address it. Without the Diagnostic, we are guessing. The Diagnostic removes the guesswork and gives you a written roadmap you own, regardless of what you decide to do next. It is a $950 investment that protects every investment that comes after it.
Knowing what is broken and having a prioritized roadmap for fixing it are two different things. Most owners who come in saying they know what the problem is discover during the Diagnostic that the presenting problem is a symptom of something else, or that they have been addressing a lower-priority gap while a higher-priority one compounds quietly. The Diagnostic is designed to surface what you do not know you do not know. That is where its value lives.
No. The Diagnostic produces the roadmap. The Roadmap Advisory holds you accountable to it. You cannot be held accountable to a plan you do not have yet. If you are interested in the Advisory, the Diagnostic is the required first step, and the two work well together: the Diagnostic gives you clarity, and the Advisory keeps you moving on what you learned.
You leave with a written roadmap you own. There is no pressure to continue and no expiration on what you received. Some owners implement the roadmap independently. Some come back to the Roadmap Advisory or the Strategic Partnership when the timing is right. The Diagnostic stands alone by design. It is not a sales call with a deliverable attached. It is a paid engagement with a concrete output that has value whether or not you work with me again.
Because real work begins before the session does. When you book the Diagnostic, I review your intake in detail, research your business, and prepare a focused session tailored to your specific situation. That preparation happens before we get on the call. The 50% deposit covers that work. It also ensures that the people who book are serious about using the time well, which protects the quality of the session for everyone involved.
A paid Diagnostic means you receive something concrete, a written roadmap you own, regardless of what you decide to do next.