ToolAny business · 15 min
The Customer Blueprint
Map all 9 steps a customer takes with you, mark the bumpy ones, plan a fix for each, and see what they cost you each year.
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The Osnova Library · Free
Tools for keeping the customers you already have.
Blueprints and printables for small service businesses, taken from the book. Pick your business to see what fits.
Welcome back. Pick up where you left off.
Open my blueprint
I run a…
01Blueprint tools
Map it online.
Free with your email. Your work saves as you go, and you can email yourself a link to come back to it.
ToolAny business · 2 min
The Prospect Guide
Finish one sentence and get a 90-day plan for finding new customers: what to do first, what it costs in time and money, and the steps and scripts for each move.
Build my planToolAny business · 2 min
The Keeper Guide
Finish one sentence and get a 90-day plan to keep the clients you already have: rebooking, follow-ups, memberships, upsells and referrals, with costs and scripts for each.
Build my planToolSalon · 15 min
Blueprint for salons and barbershops
The same 9 steps, with hints written for the chair: consults, color timing, care tips, and rebooking before they leave.
Start freeToolMed spa · 15 min
Blueprint for med spas
From the first consult to the next treatment, with steps for prep, aftercare and the follow-up visit.
Start freeToolDental · 15 min
Blueprint for dental offices
Insurance questions, the waiting room, the treatment plan, and getting the six-month visit on the calendar.
Start freeToolTrades · 15 min
Blueprint for HVAC, plumbing and electrical
Built around the service call: the arrival window, the tech at the door, the quote, and the maintenance reminder.
Start freeToolAuto · 15 min
Blueprint for auto shops
Drop-off, the call about what's wrong, the approval, pickup, and the next service reminder.
Start free
02Printables
Or do it on paper.
Free to print, and sized for a team meeting or the back-office wall.
Printable4 pages · letter
The Customer Blueprint, on paper
A brain dump of everything that happens before, during and after the service, then the 9 steps, then your fixes and the cost.
Get the printablePrintable2 pages
Reminder and follow-up texts
Copy-and-paste texts for the day before, the day after, and when it's time to come back.
Coming soonPrintable1 page
Front-desk rebooking script
A few lines your front desk can say at checkout so the next visit gets booked before they leave.
Coming soon
Free live sessions
Work through your blueprint live, with us.
Bring a blueprint and leave with your first fix, alongside other owners.
See upcoming sessions
The book
Don't Lose the Customer You Already Have
Everything in this library comes from the book, with an exercise for every chapter.
About the book