A client-experience design firm.
The systems behind good service. We design how customers find you, book, visit and come back, and we teach owners to run it themselves.
Osnova means "foundation."
The word is Ukrainian. Most service businesses are great at the service itself, but everything around it (the booking, the phones, the handoff, the follow-up) was never designed and simply grew over the years. We design that foundation so the good work has something solid to stand on.
We work two ways, on purpose. We do the work for owners who want it handed off, and we teach it, through a book, free workshops and free tools, for owners who'd rather run it themselves.
Talks and workshops for owners and the people who teach them.
For colleges, small business programs, nonprofits, conferences and internal teams. Every session is a working session: people leave with their own customer blueprint started.
Talks are $2,500. Team workshops are $2,500 for a half day (virtual), $5,000 for a full day virtual or $7,500 in person. Community rates for nonprofits and free small-business programs. Email hello@osnovaops.com with your audience, the date and the format you have in mind.
Have us run it, or learn to do it yourself.
Start by mapping your customers for free. From there, hand the work to us, or pick up the book and run it yourself.