How I’d help a small business get customer clarity before investing in growth

Proposal 1: Bringing customer clarity before investing in growth

Common situation
A small service business is ready to grow but feels uncertain about where to invest. Marketing feels like the obvious next step, yet there is doubt about messaging, pricing, or whether the current service offering truly reflects what customers value most.

The problem
Growth decisions are being made without a clear understanding of the customer experience. Assumptions are filling the gaps where insight should be. This creates risk: money spent on marketing that does not convert, services that feel harder to sell than they should, and inconsistent customer outcomes.

How I can assist
I would work with the business to build a clear, evidence-based understanding of their customer experience before any major growth investment is made.

This could include:

• Mapping the current customer journey from first contact to post-delivery

• Reviewing existing customer interactions such as emails, enquiries, and feedback

• Identifying moments of friction, uncertainty, or trust-building

• Clarifying what customers actually value versus what is assumed

The focus would be on extracting insight from what the business already has, not introducing heavy research processes.

What this enables

• Clearer positioning and messaging grounded in real customer needs

• More confident decisions about marketing and sales activity

• Reduced friction in the customer journey

• A stronger foundation for sustainable growth

Who this is suited to
Service-based small businesses who feel ready to grow but want to reduce risk and make better-informed decisions first.