(267) 931-6002 Take the Checkup

Good service for salons πŸ’‡
runs on systems you can design.

We design the moments around your service, from the first message to the next booking, and we teach owners to do it themselves.

free, about
3 minutesTake the free CheckupBrowse 260 free guides
πŸ“± Missed message, answered in minutes
Hi, do you have anything Saturday?
Yes, 10:30 or 2:00. Want me to hold one?
10:30 please πŸ™Œ
One salon visit, mapped

Where clients slip away today

  1. πŸ”ŽFinds you
  2. πŸ’¬Sends a DMWaits until tomorrow
  3. πŸ“…Books
  4. βœ‚οΈThe service
  5. πŸ’³Checks outNobody asks to rebook
  6. ⏰Six weeks laterHears nothing
  7. πŸ”Comes back
3 moments to fixMap yours, free
Your fix plan, ranked
πŸ” Rebook at checkout Start here
πŸ’¬ Reply to every DM same day 2
⏰ Six-week check-in text 3
⭐ Ask for the review 4
October
16Fri, noon ET
The First 90 Days of Your BusinessFree, 60 minutes, online
πŸ“˜ The bookDon't Lose the Customer You Already Have
πŸ’‡ SalonsπŸ’† Med spas🦷 Dentalβš–οΈ Law & taxπŸ‹οΈ GymsπŸš— AutoπŸ’» OnlineπŸ”§ Home trades

Your work is great,
but the system around it
grew without a plan.

Booking, reminders, follow-up and the visit after next were never designed, so we design them with you or show you how to do it yourself.

012345678901234567890123456789free guides on the Systems Desk
01234567890123456789live sessions through December
0123456789kinds of business, each with a blueprint
0123456789accounts or logins needed

πŸ—ΊοΈ One visit, three moments

1

πŸ’¬ The message that waits

Someone asks about Saturday at 9pm and the reply goes out the next afternoon, after they have booked somewhere else; a saved reply with two real times, sent within minutes from any channel, keeps them.

2

πŸ’³ The checkout that ends it

The visit was great, yet the client walks out with nothing on the calendar; one question at checkout, "same time in six weeks?", asked every time by whoever is at the desk, changes that.

3

⏰ The six weeks of silence

Nobody reaches out, so the client drifts to whoever posted last; a short check-in at the right moment, written once and sent automatically, brings them back.

Find the moments in your own business 🎯

Most businesses lose people at a handful of moments around the service, and each one can be fixed with a small, repeatable habit; mapping your own takes about ten minutes.

Map your customers, free
One salon visit, mapped

Where clients slip away

  1. πŸ”ŽFinds you
  2. πŸ’¬Sends a DMWaits until tomorrow
  3. πŸ“…Books
  4. βœ‚οΈThe service
  5. πŸ’³Checks outNobody asks to rebook
  6. ⏰Six weeks laterHears nothing
  7. πŸ”Comes back
Moments fixed0 of 3

Three ways to work with osNOVA.

Work with us

Fix my business

We map your whole customer journey, redesign the moments that lose people and help you run it.

Take the free Checkup Learn

Learn to do it myself

260 free guides, blueprints for 8 kinds of business, live sessions and the book.

Open the Systems Desk Talks & workshops

Bring osNOVA to my group

Working sessions for classrooms, small business programs, associations and company teams.

See talks and workshops

🧭 Find your starting point

I run and I want to .

Where salons most often lose people: the rebook nobody asks for at checkout.

  1. πŸ—ΊοΈ
  2. πŸ“–
  3. βœ‚οΈ
  4. πŸŽ™οΈ
    From One Visit to a LifetimeFree live session, 60 minutes
04The Customer Checkup · free

How many customers are slipping away?

Four short parts and a few taps give you a yearly number in your own figures in about three minutes; you see it before we ask for anything, and your email unlocks the full fix plan.

The Customer Checkup

osNOVA Live πŸŽ™οΈFree one-hour working sessions three times a week at noon Eastern, where you bring one real problem and leave with a plan and a worksheet.

See all 29 sessions
OCT21Wed, noon ETπŸ”ŽCustomer IntelligenceSave my seatOCT28Wed, noon ETπŸ“‰9 Reasons Bookings Slow DownSave my seatOCT30Fri, noon ETπŸ€–Running a Small Business in the Age of AISave my seatNOV04Wed, noon ET🎁How to Get Paid in December for Work You'll Do in JanuarySave my seatNOV05Thu, noon ET🧘How to Survive December Without Working 80-Hour WeeksSave my seatNOV11Wed, noon ETπŸ’ΈThe Cost of InactionSave my seat

260 free guides πŸ“šResearch, quick answers and the numbers behind each decision, sorted by what you want more of.

Browse all 234 guidesRead the 26 field notes

Work with us 🀝We look first and then fix what matters most, as a small senior team with a Fortune 500 experience-design background, sized for owner-run businesses.

See plans and pricing
  1. 1

    Walk-through

    Free

    A 20-minute call about your Checkup results and the one area costing you the most.

  2. 2

    Baseline

    From $1,500

    Over two weeks we go through your business as a new customer would, then hand you a ranked plan.

  3. 3

    Build

    $2,000 a system

    We install the fixes in the tools you already use and train your team.

  4. 4

    Run

    From $750 a month

    A monthly scorecard and adjustments so it keeps working.

Lumen AestheticsMed spa where first-time clients rarely came back
Linden Row Family PracticePatients drifting away between visits
Keystone ComfortA maintenance plan sold at every visit
 All three are sample engagements
FreeThe Prospect Guide

Bring in more customers with a 90-day plan.

Enter your email for the free Prospect Guide, a step-by-step plan for getting found, earning the first call and following up before the customer books somewhere else.

Send me the guide

Free. Unsubscribe in one click.

09Pricing

Fixed prices, starting with a Baseline.

Every engagement starts with a Baseline, so we fix what's costing you the most instead of guessing. The full Baseline price counts toward your Build if you go ahead within 30 days.

Start here

Baseline

See where customers drop off and what it's costing you.

$1,500
2 weeks Β· one-time Β· credited toward your Build
  • Solo (1–2 people): $1,500
  • Team (3–20 staff): $2,500
  • Multi-location (21+ staff or 2+ sites): $4,500
  • A mystery-shop of your calls, forms, booking and follow-up
  • Your service blueprint, from first contact to repeat visit
  • What doing nothing costs you, in dollars
  • A ranked fix plan and a 60-minute readout
Get my Baseline

Build

We install the systems behind good service.

$2,000/system
All four for $6,500 Β· 4–8 weeks Β· fixed scope
  • Answer: every call, form and message answered and booked
  • Follow-Up: every lead and quote followed up on time
  • Come-Back: reminders, rebooking, win-back, reviews and referrals
  • Run-Without-You: roles, checklists, handoffs and a weekly scorecard
  • Set up in your tools, with staff training and a 30-day check-in
Plan my Build

Run

We keep your systems working and show you the numbers.

$750/mo
Month-to-month Β· cancel with 30 days' notice
  • Monthly scorecard and check-in call
  • Adjustments to your systems, up to 3 hours a month
  • Run Plus, $1,500/mo: check-ins every two weeks, a win-back campaign run for you each month, review replies, up to 8 hours a month
  • Available after a Build
Keep it running

Add-ons

Website from $3,500 Β· Google profile $500 Β· Social refresh $750 Β· Local ads setup $750. Added to a Build at a fixed price.

For teams

Talks $2,500 Β· Team workshops from $2,500 for a half day. Book a team session β†’

Do it yourself

The Customer Checkup, the Systems Desk and our live sessions are free. Start learning β†’

Founding rate: our first three clients get half off the Baseline and Build, in exchange for a case study.Book a free walk-through β†’

Find your business πŸ”A filled-in customer blueprint, guides and sessions for each kind of shop, free and with no account.

Salons & barbersBlueprint, guides, sessionsMed spasBlueprint, guides, sessionsDental & medicalBlueprint, guides, sessionsLaw, tax & bookkeepingBlueprint, guides, sessionsGyms & studiosBlueprint, guides, sessionsAuto shopsBlueprint, guides, sessionsOnline servicesBlueprint, guides, sessionsHome tradesBlueprint, guides, sessions

Talks & workshopsEvery session is a working session, and people leave with their own customer journey mapped. For colleges, small business programs, associations, nonprofits and company teams, in person or by video.

Ask about a session
  • πŸ—ΊοΈ
    The Service Is the MiddleMap one service on a single page and find where customers slip away.
  • πŸ’Έ
    The Cost of InactionPut a dollar figure on standing still, then choose what to fix first.
  • πŸš€
    The First 90 DaysTest an idea, find the first customers and set a price.
  • 🧩
    Service Design for TeamsFor people inside companies who design new services and products.
11Questions

Before we talk.

Do you replace my front desk with AI?

No. Your team stays in charge of your phones and your clients, and we help them with better scripts, clearer roles and follow-ups that go out on time.

What do you actually do first?

A free 20-minute walk-through call, where we go over your Customer Checkup results, name the area costing you the most and tell you which Baseline fits.

Do I have to buy everything?

No. Every engagement starts with a Baseline, from $1,500, and the full price counts toward your Build. From there, build one system for $2,000 or all four for $6,500.

Is there a monthly fee?

Only if you want us to keep things running after the Build: $750 or $1,500 a month, month-to-month, cancel with 30 days' notice.

Can you just do our website?

Yes, as part of a Build, at a fixed price from $3,500; we start with the Baseline so the site fixes the right things.

Can you help with social media and events, not just operations?

Yes. Getting more clients and selling more to them often starts with a better social presence, a reason to visit and an event people want to come to.

What kinds of businesses do you work with?

Owner-led service businesses where each client is worth a lot and the experience decides whether they come back: salons and barbers, med spas, dental and medical practices, vet hospitals, physical therapy, law, tax and bookkeeping offices, gyms and studios, auto shops, online service businesses and the home trades.

What areas do you serve?

We're based in Philadelphia and work with service businesses across the US, in person nearby and remotely everywhere else.

πŸ“¬ One system a week you can use before Friday.

A script, checklist or blueprint from the Systems Desk, plus first word on free live sessions.

Free. Unsubscribe in one click.

Take the free Checkup