Friction Audit · Diagnostic engagement
See exactly where the business is leaking time, ownership, and customer experience.
A focused diagnostic pass through how the business actually runs. You walk out with a friction map and a prioritized 30-day plan.
What it is
A focused diagnostic engagement. We map how customers actually move through your business, and where they (and your team) get stuck. The goal is clarity: a written map of the friction, what's causing it, and what to fix first.
Choose this if
- You can feel the friction but can't name the highest-leverage fix.
- You want a clear 30-day plan before scoping a project or retainer.
- You'd rather buy diagnosis than another retreat-style deck.
Not a fit if
- You already know exactly which flow is broken, go straight to the Systems & Journey Fix.
- You're looking for outsourced task labor or ops headcount.
- You want a marketing or pipeline diagnosis, this is operations.
What gets reviewed
- End-to-end customer journey
- Onboarding & activation flow
- Support workflows + ticket patterns
- Internal handoffs (sales → onboarding → support → billing)
- Tools: CRM, helpdesk, ops stack
- SOPs vs. how work actually happens
- Ownership and escalation paths
- Founder-dependency points
Deliverables
- Friction map, visual model of where the business is leaking
- Root-cause observations across people, process, and systems
- Prioritized 30-day action plan
- Recommended next steps with implementation options
What happens after the audit
You decide. Execute the plan in-house, scope a Systems & Journey Fix on one specific broken flow, or move into Ongoing Operator Support. When implementation needs a build (automations, integrations, dashboards, internal tools), a scoped build engagement is available.
FAQ
Frequently asked questions
Short, direct answers. If yours isn't here, ask Ray.
A diagnostic pass through your client journey, onboarding, delivery, handoffs, tools, and recurring operational issues to identify where friction is costing you time, clients, and founder attention.
Founders who can feel the business is heavier than it should be (every escalation lands on the founder, handoffs drop, onboarding lives in memory) and want a prioritized map of what to fix first.
The end-to-end client journey, onboarding/kickoff, delivery workflows, internal handoffs, tools (CRM, PM, helpdesk), SOPs vs. reality, and ownership across the team.
A friction map, root-cause observations, a prioritized 30-day action plan, and recommended next steps, including whether you should fix internally or move into a scoped project.
You can execute the plan in-house, scope a Systems & Journey Fix to rebuild one specific flow, or move into Ongoing Operator Support.
Next step
Ready to stop being the system of record?
Start with a focused Friction Audit. You'll get a clear map of where the business is leaking time, ownership, and customer experience, and a prioritized plan for the next 30 days.