Every business runs on systems — how customers get served, how work passes between your staff, how problems get solved. Most owners are too close to see where those systems quietly cost them. Over a few weeks we talk to your customers and your front-line team, find where the experience breaks down, and trace each problem to the system causing it. You get the dollar cost of each one, and a plan that plugs the leak and upgrades the experience at the same time.
An Experience Audit is a structured evaluation of the operations and systems people interact with in your business — the processes your customers move through, and the ones your employees run every day. It runs four to six weeks.
We interview people on both sides of that experience and look at the points where it breaks down. A long wait, a confusing handoff, or a frustrated employee is usually a symptom of something further upstream. Our job is to find the cause, not just write down the complaint. Most of the time, one underlying problem is behind a whole cluster of smaller ones.
Then we estimate what each problem is costing you in lost revenue, wasted time, or customers who don't come back. You get a written report and a prioritized list of what to fix and how. You can act on it with us or on your own.
The audit looks at the operations your people move through — and the systems underneath them.
We talk through where you think the experience is breaking down and who it affects. If an audit isn't the right fit, we'll tell you. If it is, you get a fixed-price proposal before anything starts.
We interview your customers and your front-line staff about the same parts of the experience. Asking both sides the same questions is what makes the gaps visible. We then trace each problem to the system behind it and work out what it costs. You're kept in the loop as we go.
We deliver a written report and sit down to go through it with you. For each issue, you'll see what it's costing, why it's happening, and how to fix it. Then it's yours to run — with us or without us.
The audit works best for owner-run businesses where customers and employees deal with your systems every day, and where the experience is a real part of what you sell.
We ask your customers and your staff the same questions, then read the answers against each other.
This is a new advisory practice, and I'll be straight about that. The method behind it isn't new. It came out of years of systems engineering work at a defense contractor, an MBA at BYU's Marriott School, and a long habit of taking apart the experiences I'm part of to understand how they actually work.
Before offering it to clients, I ran the same audit on very different experiences — a major theme park, a budget cruise line, a minor-league ballgame, and the employee experience inside a large engineering organization. The point was to be sure the approach held up across all of them, not just one kind of business. It did, and the same question kept surfacing: when the experience is good, a system is carrying people; when it fails, the people are carrying the system.
Right now I'm taking on a small number of first clients at a reduced founding rate, in exchange for candid feedback and a written case study. If that's you, the discovery call is the place to start.
Sixty minutes, free, no pitch. We talk through where your experience is breaking down and whether an audit makes sense. You'll leave with at least one useful idea either way.
You work directly with Benjamin Hugo, start to finish — the same person on the discovery call does the interviews, the analysis, and the report. No account managers, no junior staff doing the real work and handing you a summary.
We'll ask about the experience your customers and team move through, where it seems to break, and what's at stake. If an audit makes sense, we'll explain how it would work and what it would cost. If it doesn't, we'll say so.
Free · 60 minutes · Phone or video · No obligation