Exceptional in person. Forgettable online.
People who were told you’re the best are still deciding against you online. I’ll show you where it happens, and what someone from an entirely different industry would do about it.
€9,000, fixed, with a full refund guarantee. A personal reply within two working days.
Your clients recommend you.Their friends look you up.
What they find could belong to any of your competitors. Nothing your client told them about you makes it onto the screen.
I read your business the way that friend does and show you, screen by screen, where it stops feeling like you.
Find
I go through every step a new client takes, as a stranger, before I’ve spoken to anyone at your business. I record every place it falls below your own standard, with a screenshot and the date I saw it.
Thank you for your enquiry
From The Team <noreply@clinic-mail.com>
Dear Sir or Madam,
Thank you for contacting us. A member of our team will respond within two to three working days.
Kind regards,
The Team
For two days, this was the only reply to a €30,000 enquiry. Nobody signed it.
Price
From a few of your own figures, I estimate what each gap is likely costing you a year. Try it with yours.
Close
You get the fixes in order of value, so your team knows where to start. Here is the same enquiry, answered by someone who read it.
Dear Ms Laurent, I’ve read your questionnaire.
Before we meet, I’ll review your recent results and prepare a first outline of what your programme could look like. You’ll have it by Thursday.
Dr Amelia HartYour physician, and the person to write to
An illustration. Your audit works with your own enquiries and replies.
Lead
Then I propose three to five ideas your competitors haven’t had. Each one starts from something you already do well. Some borrow from an industry nobody in your sector is watching; others use technology your clients already carry, from AI to the phone in their pocket.
Luxury hotels
At a good hotel, one person at the concierge desk takes your question and stays with it until it’s solved.
Apple, 2001
Apple sent its first store managers to train with Ritz-Carlton, then built the Genius Bar on the concierge desk.
From Walter Isaacson’s biography, Steve Jobs (2011).
Five moments decide whether they choose you
The first look
Can a stranger see why you, specifically?
The first reply
Who answers, how soon, and does it sound like you?
The decision
Can they say yes without chasing you?
The experience
Does it feel like the business they were recommended?
The long run
Online, are you the one others in your field copy?
Your audit scores each one, in the order your next client meets them, design included.
Ideas your sector hasn’t seen yet
Fixing the leaks brings you up to your own standard. The ideas are what put you ahead. I look for things nobody in your field is doing: borrowed from another industry or built on new technology, and always with a real person behind them.
An aftercare companion
For a private clinic
After results day, a named nurse and an AI assistant that knows the patient’s results answer questions at any hour, within rules the doctors set. Anything clinical reaches a person by the next morning, and a year later the companion books the next assessment.
Built on AI and a named person
A key that says hello
For a hotel or members’ club
The welcome card carries an NFC tag. Held to a phone, it opens a private page: who is looking after you this stay, the preferences already noted, and tonight’s table. No app to download.
Built on NFC and the guest record
A letter for one family
For a family office or private bank
Each December, every family gets a short film from their adviser and a letter in plain words: what changed in their wealth, what was decided, and what happens next year. Like a shareholder letter, written for one household.
Built on video and the client record
Illustrations of the kind of idea an audit brings. Yours are built for your business, with the costs, the rules they touch and a first step.
Teardowns, free to read
Wealth
A family-owned private bankTwo ways to get in touch. Neither made for a new client.Read the teardownClinic
A preventive health clinicSix ways to get in touch. No word on when anyone answers.Read the teardown
I’m Kristine Knaub.
For the last ten years I’ve worked at the global headquarters of a premium fashion house, building the digital tools its stores use with clients. They run in 1,400 points of sale around the world. One of them, a clienteling app, brought in three times its forecast in its first year.
I also learned how a big company works. My best ideas often waited years for a budget or for the right person to say yes, and more than once a competitor launched something close first and we followed. I’d rather hand those ideas to a business that can act on them next month.
I don’t do calls. I have two kids, and I think best in writing, with time to turn a question over properly. You get my full attention on the page, and sometimes a reply late at night. I also make every audit beautiful, because a document about prestige should look the part.
One audit.
€9,000
Fixed, delivered in ten working days. You receive your score on all five moments, what each gap is likely costing you, the fixes in order of value, three to five innovation proposals, a private video walkthrough, and seven days of written answers to your questions afterwards. It’s written for owner-led clinics, private banks, family offices, hotels and members’ clubs with 10 to 250 people.
Full refund guarantee. If the audit doesn’t give you at least one change you judge worth more than its fee, tell me within 14 days of delivery and I’ll refund it in full.
Execution Architecture, €4,000
Optional, alongside the audit, for when you’d also like to know what order to do things in and who should do them.
- The order to act in
- So nothing gets built twice.
- The size of each piece
- A week, a month or a quarter.
- Who should own it
- Your team, your agency or a supplier.
- A one-page brief
- Your supplier can quote against it directly.
Before you write
- Do I need to prepare anything?
- A short intake form and, for the cost estimate, a few figures you already track. I find everything else myself.
- You don’t know my industry. Does that matter?
- It helps. I see your business as a newcomer does, before your industry’s habits make anything look normal. You stay the expert on your field.
- Why is everything in writing?
- So everyone who has a say reads the same findings in the same words. After delivery you have seven days to send me questions, and I answer each one in writing.
- Will you build the fixes?
- Your team or agency builds them, with the audit as their brief. I don’t sell implementation. If you’d like a plan for the work as well, add Execution Architecture to the audit.
- What if it isn’t worth it?
- Tell me within 14 days of delivery and I’ll refund the full €9,000. You decide whether it was worth it. I’ll only ask which part fell short, so the next audit is better.
- Is it confidential?
- Yes. I’ll sign your NDA, I never need your clients’ personal data, and nothing about your business is published without your written consent. I work under GDPR and delete working files 90 days after delivery.
Exceptionalonline, too.
Tell me about your business. I’ll reply personally by two working days from today.
Request an audit