Struggling with inconsistent service?
Our proven system—anchored in comprehensive secret shopper audits and data-driven training—identifies critical gaps and transforms your customer experience. We deliver measurable improvements in online review scores and repeat business, turning every service moment into an opportunity for excellence.
Detailed audits that capture real-world customer interactions
Customized workshops and consulting to address your specific service gaps.
Track progress through improved review scores and customer feedback.
Your business has untapped potential. We identify the service gaps that hold you back and offer a clear, actionable path to customer delight and loyalty.
We developed the C.L.E.A.R framework to guide every client toward service transformation
Our C.L.E.A.R methodology isn’t just a process—it’s a commitment to transforming every interaction into an opportunity for excellence.
We start by thoroughly understanding your current service landscape. This includes gathering online reviews, conducting secret shopper visits, and speaking with your team to comprehend where the gaps lie.
With our comprehensive audit, we pinpoint specific areas of improvement—whether it’s staff responsiveness, consistency, or overall service quality.
Using the insights gathered, we design targeted training sessions and workshops. We empower your staff with the tools and techniques needed to exceed customer expectations.
Our action plan is tailored to your business. From one-off workshops to ongoing consulting, we implement strategies designed to create immediate and lasting improvements. Spot coaching is also available to address urgent, on-the-ground issues.
Post-training evaluations and follow-up secret shopper visits ensure that changes are effective. We review results, refine strategies as needed, and maintain a cycle of continuous improvement.
Get started with a no-cost audit that sets the stage for transformation.
A focused, intensive session designed to tackle your most pressing service issues.
For lasting impact, our six-month consulting package offers ongoing support and training.
Our clients’ successes speak for themselves. See how Fix Bad Service has transformed customer experiences:
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Watch as we break down the process—from initial audit and gap analysis to targeted training and post-training evaluation.
Below is a step-by-step process that outlines how we work with customers, integrating our C.L.E.A.R methodology to ensure a transformative customer service experience:
Kickoff Meeting:
Begin with a discussion to understand your business, challenges, and goals.
Objective Setting:
Define what success looks like and establish clear expectations for the engagement.
Free Comprehensive Audit
Audit Scheduling:
Schedule one AM and two PM individual secret shopper visits to capture diverse service scenarios.
Online Review Analysis:
Collect and analyze reviews from platforms such as Google and BBB to identify recurring issues and strengths.
Data Collection:
Gather all relevant customer feedback and internal insights to form a complete picture of your current service landscape
Apply the C.L.E.A.R Methodology – Comprehend & Locate Gaps:
Audit Report:
Prepare a detailed report that outlines key findings, identifies critical gaps, and recommends actionable improvements.
One-Off Training Workshop:
Deliver a focused session addressing the immediate service gaps identified in the audit.
Tailored Consulting Engagement:
Design additional training sessions and workshops to equip your team with the necessary skills and knowledge.
Develop a tailored action plan to drive immediate improvements, with ongoing consulting support and spot coaching available to address urgent issues.
Re-Evaluation:
Conduct follow-up secret shopper visits to assess the impact of the training and action plan.
Review & Refine:
Regular Check-Ins:
Schedule periodic consulting sessions to monitor progress, address emerging challenges, and maintain momentum.
Continuous Feedback Loop:
Maintain open communication to ensure your team remains aligned with best practices, leading to sustainable service excellence.
Access checklists, self-assessment quizzes, and planning guides to help you get started on your journey to service excellence.
Our resource hub is designed to educate and empower you with clear, actionable steps to transform your customer service.
