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Business review is sometimes a catch-all topic that includes all aspects of checking the actual operation of one or more of your business systems and processes against the expected or required operations (plan v. actual). Often, those closest to the business are too involved with it to really notice whether it is functioning optimally - a bit like not being able to see the wood for the trees. Sometimes the review could be as simple as the so-called 'mystery shopper' concept where we test the experience being provided to your customers by your employees. At the other end of the spectrum, we have produced spreadsheet models to test revenue assumptions based on pricing changes. And pretty much everything in between! Generally, we find that over time, a type of corporate malaise seems to creep in and then the day-to-day activities do not support the strategies and philosophies of the business owner. Some examples of what we have found in our reviews: management and leadership styles that stifle self-motivation and self-management employee reward systems that act as a disincentive to performance negative, unprofessional or unfriendly wording on signage or business communication 'pay and exit' experiences which leave poor last impressions - long waits, unhappy cashiers, inefficient systems ... saying one thing ("your business is important to us") and doing another (keeping people waiting on the phone) using the on-hold music of a radio station which advertises competitors badly signed or illogically laid out premises non user-friendly systems and procedures blaming-type language used to customers when problems encountered ("the computers here really suck") instead of taking responsibility to help as appropriate saying the customer is number one priority yet 'managers' treat the employees badly; sometimes publicly too what might we find in your business? As these type of assignments are generally one-offs and quite specific, we would scope the assignment tightly with you, together with your required outcomes. What would you address first from our review of your business?

How does your business look? Just like the rest?

The ability of a person to change their thinking, and thereby their life, continues to have been our greatest discovery - Adaptation of an original quote by William James