The Friction Audit
Two weeks. One operator. A written map of where your business is stuck.
A senior operator inside your business for two weeks. You leave with the Friction Map, a ranked fix list, and a written recommendation for what comes next.
What it is
A focused review of how your business actually runs. We trace how clients move through it, where they (and your team) get stuck, and why. You get a written picture of what's broken, what's causing it, and what to fix first.
Choose this if
- You can feel the friction but can't pin down what to fix first.
- You want a clear 30-day plan before you commit to a bigger project.
- You'd rather get a real diagnosis than another off-the-shelf workshop.
Not a fit if
- You already know exactly what's broken. Go straight to the Systems & Journey Fix.
- You're looking for someone to take over tasks or run your ops team.
- You want a marketing or sales review. This is about how the business runs.
What gets reviewed
Most friction lives in the handoffs between teams, not inside any one team.
- How clients move through your business, end to end
- Onboarding and how new clients get up and running
- Support and the issues that keep coming back
- Handoffs between sales, onboarding, support, and billing
- Your tools: CRM, helpdesk, project management
- Written processes vs. how work really happens
- Who owns what, and how things get escalated
- The spots where everything still runs through you
What you get
- A clear visual of where the business is losing time
- Why it's happening across people, process, and tools
- A prioritized 30-day plan
- Recommended next steps, with options for how to do them
What happens after the audit
You decide. Run the plan in-house, hire us to rebuild one specific part of the business (Systems & Journey Fix), or move into Ongoing Operator Support. If the fix needs custom tech work (automations, integrations, dashboards, internal tools), that runs as a separate build.
FAQ
Frequently asked questions
Short, direct answers. If yours isn't here, ask Ray.
A short, focused review of how your business actually runs (the client journey, onboarding, delivery, handoffs, tools, and the issues that keep coming back) so you can see exactly where you're losing time, clients, and founder attention.
Founders who can feel the business is heavier than it should be (every hard question lands on you, things slip when work changes hands, onboarding lives in someone's head) and want a clear, prioritized list of what to fix first.
Your end-to-end client journey, how you onboard and kick off new clients, how delivery actually runs, internal handoffs, your tools (CRM, project management, helpdesk), how written processes compare to reality, and who owns what.
A clear map of where the business is losing time, why it's happening, a prioritized 30-day plan, and a recommendation on whether you can fix it internally or need a bigger project.
You decide. Run the plan in-house, hire us to rebuild one specific part of the business (Systems & Journey Fix), or move into Ongoing Operator Support.
Related reading
Next step
Ready to stop being the bottleneck in your own business?
Start with a Friction Audit. In 2 to 3 weeks you get a clear picture of where time is leaking, who really owns what, and a 30-day plan you can run.