How engagements work
Every client arrives with a different starting point. This guide explains our typical process so you know what to expect before we meet.
Before we begin
Most relationships start with a free 20-minute phone conversation. We ask about your business type, team size, what prompted you to look for help, and any previous attempts to address customer experience. If we are not the right fit — for example, you need marketing creative or IT infrastructure — we say so and suggest alternatives when we can.
If there is a good match, we send a written proposal within three business days. It includes scope, timeline, fee, and what we need from you to prepare.
Five stages of a typical engagement
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Discovery
We visit your premises or join a video walk-through. We observe customer flow, note environmental factors, and speak briefly with staff who agree to participate. No hidden evaluation — staff know we are there to help the business.
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Diagnosis
For workshops, diagnosis happens during the session itself. For audits, we conduct structured interviews and compile findings into a report. We look for patterns, not isolated incidents.
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Recommendations
You receive written recommendations ranked by impact and effort. We distinguish quick wins from longer-term changes. We do not pad the list to appear thorough.
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Implementation
Depending on the engagement, this may mean a training day, helping you launch a feedback routine, or supporting your team as they make physical or procedural changes. We stay available for questions during the agreed support period.
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Follow-up
Every engagement includes at least one check-in — a call, visit, or email exchange — to review progress. Additional follow-up can be arranged separately if needed.
What we need from you
- A point of contact with authority to approve changes
- Access to observe customer-facing areas during normal operations
- Staff willingness to participate in interviews or training
- Any existing feedback, complaint logs, or review summaries you are comfortable sharing
- A quiet space for workshops and training sessions
Travel and scheduling
We are based in Caotun, Nantou. Engagements within 50 km typically require no travel surcharge. For locations farther away, we may combine the discovery visit with the main session to reduce trips. We schedule around your peak hours — often observing busy periods and training on quieter days.