The client experience Audit
If the way your business runs feels funky, clunky, or downright messy, this will show you why (and how to fix it).
When you’re building a business from scratch, it’s normal to piece things together in phases.
A little calendar link here. A Google Doc there. A Notion database you totally meant to finish last summer. That’s how most self-started businesses begin—by doing what you can with what you have.
But over time, what used to be “good enough for now” starts to work against you. Your brand looks one way, your backend feels another, and your client experience depends on whether you remembered to send that check-in email (again).
That doesn’t mean you’ve done anything wrong…
It just means it’s time for
The Client Experience Audit
A one-week deep dive into how your business runs behind the scenes and feels to clients. I audit your brand, backend, and delivery, then consider what you need as a human (not just a founder) to make it actually work for you long term. Delivered in a clear breakdown of what’s working, what’s not, and what to do about it.
Investment: $500 USD
*must be booked at least one week in advance from start date*
But first, a quck yap
When I say “client experience” or “business systems” it might not be what you think.
It’s more than automated emails and offboarding gifts—it’s every moment someone interacts with your brand and the systems that help you show up at your best.
Yes, I’ll review your website, onboarding, deliverables, and follow-ups. But I’ll also dig into the stuff no one sees → the backend ops and internal processes that help you actually deliver what you promised.
Because if your copy is confusing, your tech stack feels clunky, and delivery relies on you remembering every step—things start falling apart. For you and your clients.
"Fran had SO much insight that I had never thought about or things that never came across my mind."
"I booked a client experience audit with Fran, and MAN was it more helpful than ever!! She helped me completely uplevel my client experience so my clients can truly have the best, luxury service I can offer for them! Sometimes, you just need an outside person to look inside and help you elevate your experience.I highly recommend hiring Fran for anything you need to uplevel your small business! I would hire her just to audit my client experience, over and over again."
— Sam B. | Photographer
In my world, I don’t separate branding from operations from client experience. If you want one to feel good for your people, they all have to function for you first.
That’s why The Audit looks at it all
Brand presentation
Voice/messaging, branding, website, socials
Internal processes
Workflows, automation, project management tools, client materials
deliverables & support
Client communication, delivery format, post-project experience
you (as a human)
Your energy, capacity, the way your neurodivergent brain works, how you *really* want to run your business
real client feedback
Why your people choose you, their experience, what support they need
And tells you the steps forward for your business
strategic insights on every piece of your client experience
Specific, practical fixes for updating your backend & your brand presence
clear, jargon-free explanations of what’s working, what’s not, and why
step-by-step plan tailored to your business & the way you want to work
I know what you’re thinking
“But Fran, you’re a client experience specialist, NOT a copywriter or designer?”
For brand messaging, copy, & website UX
You’re right, I’m not a copywriter.
So, I partner with one! Meet Carrie, copy queen & messaging expert behind every brand presentation audit.
For brand, web, & asset design
Actually, I am a designer.
I’ve got a BFA in Graphic Design and have been coding in CSS way before that. ;)
and maybe that’s why…
Clients really dig it.
brb, this one makes me need my emotional support Owala bottle
Validation and a plan? That’s kinda the whole point.
Organized?! Only when it comes to your business systems! (you should see my Kindle library)
Want to understand the hype for yourself?
Here’s how it works:
Inquire to book your project
Every custom project with The Passions Collective starts with The Audit. If you’re interested in working together beyond (aka I handle the strategy & setup for you), we can discuss that from the get-go! Your investment from The Audit will be used to lock in a specific start date for your project
Getting started
Once contracts are signed & you’ve made your payment, I’ll send over the onboarding questionnaire which is due 24 hours before your start date.
kickin’ it off
On your start date, you’ll receive your custom feedback form & guidance on how to send it out to your past clients.
the audit
You’ve given me everything I need to slide into your world and use my expertise to evaluate your client experience as a whole through feedback analysis, systems evaluations, and a comprehensive brand review.
Report delivery
One week after our start date, you’ll receive your audit findings, along with a video walkthrough, and detailed next steps on how to implement & improve.
hire me to do it for you
If systems & automations aren’t your thing (or you just don’t have the time to tackle them), I’ll send you a customized (and no-strings-attached) proposal for how I can help.
revamp on your own
The report is designed to give you detailed action items so that you can confidently overhaul your client experience from start to finish.
go out & kill it
Whether you go on to book my other services or keep moving on your own, you’ll walk away with a clear understanding of your brand perception & a newly renovated client experience that wows every time.
But the Audit isn’t even the best part, that’s what comes next:
Your hard-earned dollars go where they’re needed most
No more “maybe I need a rebrand?” spirals. You’ll know exactly where to focus, whether that’s design, copy, systems, (or even a big ol’ permission slip to leave it alone).
Your clients notice (and tell their friends)
Take your client love from “great working with you” to “you’re the best damn investment I’ve ever made & I’m telling everyone I know!”
You’ll start working the way you’ve wanted to
When your systems are built to match how you work, things take less energy and gain more capacity for the work you love (or guilt-free New Girl marathons).
You can book ahead without fear of burnout
Yes, you can finally say yes to more work without the part where you spiral about how the heck you’re going to manage it.
Want more support making that happen? You got it!
Based on the Audit, I’ll send over a custom proposal (again, only if you want it) for the Client Experience Revamp—an entirely done-for-you overhaul of your business systems and client-facing processes. Made to order for your neurospicy brain, built to wow every client.
When you book your Audit, you can also reserve a Revamp start date. It holds your spot but doesn’t lock you in! If you decide not it’s not the best time or right fit when I send the proposal, no worries at all.
Book Your Audit
Onboarding questionnaire
Custom client feedback form (to send to your past clients)
Comprehensive analysis of your brand presentation, current systems, & feedback
Audit report & findings with action plan
Accompanying Loom video walkthrough of the report
Investment: $500 USD
*must be booked at least one week in advance from start date*
“Working with Fran has really pushed me to reflect on how I can deliver the absolute best experience for my clients in a way that feels like me!”
“The words to describe how much I love everything Fran does simply don’t yet exist in the English language. I’ve hired her multiple times to help me because I KNOW she’s going to deliver an amazing product, service, and experience (obvi). Her insights and creativity are next level. If you want someone to help ya create a killer client experience, Fran is your go-to. Seriously, don’t sleep on her!”
— steph l. | copywriter
Frequently Asked Questions
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You’ll need to complete the questionnaire and send your feedback forms out to past clients – that’s it! Leave the rest up to me and The Passions Collective team.
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The questionnaire is in-depth and gives you the chance to share all information, materials, and processes needed to complete The Audit. I’ll be available to you to share any additional info that you might feel is helpful!
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No big deal! I can still complete a full audit without the feedback forms from your clients. However, in all of the audits I’ve done, I’ve never run into this issue. Keep in mind, the earlier you book your project, the more time your clients will have to fill out the feedback forms. They take 10 minutes or less to fill out and I give guidance on how to encourage your past clients to actually complete them for you, including an email template!
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My advice is to send it to as many as you can. I typically recommend sharing it with all clients within the past year, but you can use your discretion if your services or business have significantly changed! I always ask how long ago someone has worked with you, so I’ll know to take older feedback with a grain of salt :)
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Let’s do it! When you book The Audit, you’ll have the option to book as a standalone service, or use it as a deposit for a full project with The Passions Collective. You’ll automatically receive a custom project proposal if you’ve used it as a deposit, and can request one when The Audit is complete if you’ve booked it solo. Your project proposal will include my recommended plan of action on how to level-up your client experience and is tailored to exactly what you need (and nothing you don’t!).
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Nope! The Audit is a separate investment. Though if you decide to move forward with The Revamp, your $500 Audit payment is applied as a deposit to lock in your project start date!