01 / 04
Multi-location home-services operator
The leads were there. The follow-up system wasn’t.
A past estimate list and older customer conversations were treated as closed history instead of a permission-based reactivation opportunity.
What we found
Several hundred reachable contacts had no consistent next step after the first quote, visit, or service interaction. Follow-up depended on individual memory and available time.
Impact
Warm demand went cold, while new-ad spend carried the burden of replacing people the business had already paid to acquire. The review placed the recoverable opportunity in a low-five-figure range if a small share re-engaged.
Outcome
The dormant list was separated by intent, a short reactivation sequence was defined, and ownership was assigned so responses could move into the existing sales process.
02 / 04
Specialty service firm with recurring work
Revenue was being delivered before it was being priced.
The team regularly handled add-ons and exceptions, but the commercial rules lived in scattered notes and informal habits.
What we found
Extra work was not consistently quoted, approved, or invoiced. A price sheet existed, but there was no reliable checkpoint to enforce it during delivery.
Impact
Small misses compounded into a recurring margin leak. The estimated exposure was in the low-five-figure annual range, or a single-digit percentage of affected service revenue.
Outcome
Services were grouped into a clear menu with approval thresholds and a handoff prompt. The team could protect the standard price without making every exception a negotiation.
03 / 04
Niche training and advisory business
The best internal knowledge was still trapped inside the team.
A repeatable method had been proven across client work, but the useful parts were scattered across documents, recordings, and individual expertise.
What we found
The business had a reusable operating playbook, examples, and teaching material — but no defined package that someone else could buy, license, or use without the original expert.
Impact
Delivery depended on a small number of people, onboarding repeated the same explanations, and a potentially sellable asset generated no separate revenue.
Outcome
The material was organized into a concise offer with a defined audience, delivery boundary, and next-step asset. Internal know-how became easier to teach and easier to test as a product.
04 / 04
Growing B2B provider
A generous policy had quietly become the default price.
Discounts, credits, and exceptions were approved case by case, with no consistent expiry, owner, or record of the reason behind them.
What we found
Commercial exceptions outlived the circumstances that created them. Front-line staff were solving customer problems, but the policy made it difficult to tell a strategic concession from a permanent margin giveaway.
Impact
The review identified margin pressure in the single-digit percentage-point range across affected work, alongside slower decisions and inconsistent customer expectations.
Outcome
Exceptions were given simple guardrails: who can approve them, what they solve, and when they expire. The team kept room for judgment without turning the exception into the new standard.