Find out where you lose customers, and what to fix first

A fixed-scope diagnostic, two to three weeks, that replaces opinion with evidence. Most businesses we look at do not have an advertising problem. They have a slow reply, a broken buying path or a pricing problem, and advertising into any of those is expensive

Request the Business Scan

A few questions, then a written read of what is holding growth back, what we would fix first, and why

Nine places a customer can be lost. We walk them in the order the customer meets them

9stations from discovery to repeat, each measured for how many customers drop

2–3weeks, fixed scope, findings as headings with the evidence under each

4hof your time in total: two interviews, one day of observation, read access to six months of data

Why the diagnostic comes before the spend

Advertising into a broken path buys expensive evidence of the problem

Response time is usually the constraint

Time to a human reply, in and out of hours, decides more enquiries than any campaign. We measure it with enquiries we place ourselves.

The buying path loses people before the sale

Steps, form length, what happens after submit. The clinic’s booking path, the hotel’s rate page, the store’s checkout.

Nobody knows the pricing position

Where you sit against the competitors a customer compares you with, offer by offer, and which offers carry the margin, is rarely written down.

What you receive

A document you can act on in an afternoon, and keep whether or not we do the work

Findings as headings

Read the first line of each and know what it says. Evidence, implication and recommended action under each.

A ranked plan

The three fastest-payback fixes first, with the measure each will be judged on.

A scope for what follows

Timeline, price and measures for the growth partnership, if you choose to continue.

What we cannot promise

A standard section in everything we write. The market, the engines and competitor pricing are not ours to control.

Market changes

What is changing in the markets we work in, and what a diagnostic tends to find first

Client turning the page of a bound report at a stone table

Software

Four findings appear in almost every diagnostic we run

Before strategy, a diagnostic. The four findings that surface in almost every mid-sized company we examine, why they hide from the inside, and the order in which to fix them.

News · 6 min read

Woman at a front desk answering the phone and writing in a diary

Clinics

A surgical patient costs about $610 to acquire, the highest in medicine

Patient acquisition cost by specialty in 2025–26, why it keeps rising, and the three places between enquiry and consultation where most of the money is lost.

News · 6 min read

Man on a desk phone at an oak desk by a tall window

Hotels

What 34 hotel owners and managers said they wanted, when asked directly

Our own study of 34 owners and general managers who requested an audit: who they are, what they run, and which growth problems they name first.

News · 5 min read

Let’s shape outcomes

Let’s start building partnership