Make every new client feel certain they chose right from day one.
A hospitality-grade onboarding review and rebuild for coaches and service providers who want their after-the-sale experience to match what they sold.
Your sales page worked. They said yes.
Then they logged in, or opened that first email, and something shifted. The warmth that made them buy wasn't there anymore. They couldn't name it. They just felt a little less sure than they did five minutes before.
That gap between what you promise and what delivery feels like is where clients, renewals and referrals slip away.
Your client feels it long before you notice it.
“She took a long-time program of mine and transformed it into a well-oiled, customer delight machine, giving it the capacity to scale at twice the rate it ever has.”
Leah Gervais, Decide and ThriveThe way your client experiences your business from the moment they say yes to the moment they send you a referral.
A program that worked, ready to grow.
Leah Gervais had run her program for a long time, and it already delivered. What it needed was an experience that could carry more clients without asking more of her.
I went through it the way a new client would and refined what happens after the yes, so every client felt looked after from the first email onward.
The result: a well-oiled, customer delight machine with the capacity to scale at twice the rate it ever had.
When the experience doesn't match the promise, expect:
- Clients who drift off after week two
- Refund requests before the first win
- Programs people never finish
- Renewals that don't happen
- An inbox full of the same questions
- Referrals that never arrive
A client who paid $5,000 and doesn't renew is $5,000 you have to go find again. Very often, the experience after the sale is why.
Every one of these starts in the same place: what your client experiences after they pay. Fix that, and the rest follows.
A client experience that keeps people.
I walk through your business the way a new client would. I find every place the experience doesn't match the promise. Then I show you exactly what to fix first, and what done looks like.
- Clients feel looked after from the first email
- Fewer "where do I start?" messages
- More clients reach their first win, and stay for the next one
- A journey that holds up as you add clients, without adding hours
Simple, specific, and done with care.
You book and share access
After checkout you'll get a short intake form that makes it obvious what to send. Share access to whatever your clients see.
I go through it as your client
I move through your experience the way a new client would, noting every moment of friction, confusion and every chance to elevate.
You receive your report
A branded PDF lands in your inbox within 5 business days. Every finding is prioritized by impact and comes with a clear fix.
You know what to do first
Your action-priority list puts every fix in order. If you choose the Build or Intensive, we keep going and make the changes real.
This is for you if:
- You have clients, and you know the experience after the sale doesn't match what you sold
- You're tired of answering the same questions after the sale
- Your clients are excited when they sign, then it turns into a scramble
- You want clients to finish, renew and refer without you chasing them
- You want your client experience to do the selling, so your marketing never has to get louder
Here's what lands in your inbox.
A branded report with your scorecard, every finding rated by impact, and the exact fix for each one.
“If you care about giving your customers such a good experience that they naturally tell everyone about you, hire Zandra. Your customers, nervous system, and bank account will thank you.”
Leah Gervais, Decide and ThriveStart with the Audit. Go as far as you need.
Each tier builds on the one before it, so you can begin with clarity and add hands-on support when you're ready.
The Client Experience Audit
See exactly where clients are getting lost, and what to fix first.
You get a clear, prioritized look at your entire post-sale experience through a new client's eyes.
- Full Loom walkthrough of your client experience, recorded as if I just paid you
- 7-point findings report, rated by impact, with a specific fix for every finding
- Scorecard across 6 areas: content, design, guided journey, support clarity, sales page match and first-win setup
- Sales page to delivery alignment check
- Branded PDF report delivered to your inbox
- Written action-priority list, so you know exactly what to fix first, second and third
The Client Experience Build
Get one critical piece of your onboarding built for you, ready to implement.
Everything in the Audit, plus we build one high-impact asset together and make sure it lands.
- One done-for-you asset built on my five-star hospitality principles, in your branding: a welcome email, Start Here page or onboarding sequence outline
- A 60-minute implementation call so we review the build together and you know exactly how to put it in place
- A second Loom review after you implement, confirming the changes land the way they should
- 30 days of Voxer support so you can ask questions and keep moving
- Built so you, your VA or your team can implement with clear steps
The Client Experience Intensive
Redesign your full client experience with me beside you for 90 days.
Everything in the Build, plus we rebuild the whole journey, start to finish.
- 90 days of working on this together, start to finish
- Two 60-minute calls per month for 3 months: one to plan, one to review your progress
- Voxer access for the full 3 months, so you can ask questions between calls and keep momentum
- Two Loom reviews, at the midpoint and at the end, so your work is checked as you go
- Best for established coaches and service providers already selling premium packages
Apply for the Intensive.
Four short questions. I read every application myself and reply to you by email.
Your full $497 back.
Start with the Audit, and the full $497 is credited toward the Build or Intensive if you continue within 30 days. You see exactly what to fix before you invest more, and you lose nothing by moving up.
Before you book.
Which tier should I choose?
If you want to see clearly what's happening before you invest more, start with the Audit. If you already know your experience needs work and want a piece built for you, choose the Build. If you want me with you for 90 days while you redesign the whole journey, apply for the Intensive.
How does the Audit credit work?
If you move up to the Build or Intensive within 30 days of your Audit, the full $497 comes off the price. You only pay the difference.
Is this only about onboarding?
Onboarding is where most of the leaks start, so it's always part of it. I also look at communication, delivery, support and how the experience ends, so the whole journey matches what you sold.
What do you need from me?
Access to whatever your clients see: your portal or course, welcome emails, forms and sales page. The intake form after checkout walks you through it.
How fast will I get my results?
Your report and action-priority list arrive within 5 business days of me receiving access.
Is now a good time to work on this?
If you are adding clients, raising your prices or getting ready to launch, yes. Every new client walks through your experience as it is today, so each fix pays off on every client who comes after it.
Will I need to buy new software or hire someone?
No. I work with the tools you already use, whether that's Kajabi, email, Google Docs or a client portal. Every fix is something you can put in place with what you have today.
Do I need to do this myself, or can my VA help?
Your VA or team can absolutely help. Your report and action-priority list are written so anyone can follow them, and on the Build and Intensive I create everything so your team can run with the changes.
Can I pay in instalments?
Yes. The Build is available as 3 payments of $534 and the Intensive as 3 payments of $890.
Hi, I'm Zandra.
I spent 15 years in luxury hospitality, including senior finance roles at five-star hotels in London and California. I saw up close what makes guests come back, and what it's worth when they do.
Now I bring that standard to coaches, consultants and service providers through my ICONIC™ method, so your clients feel the same care after they buy that they felt before.
