The Ops Edge Academy: Halfway to Process Mastery
We’re halfway through the first-ever round of The Ops Edge Academy—and I have to say: this group is crushing it. Want in on the next round of The Ops Edge Academy? Join the waitlist now → What started as a room full of service business operators (some self-proclaimed “bad at process”) has turned into a […]
How Process Improvement Drives Customer Satisfaction
Here’s a hard truth a lot of businesses miss: Customers don’t leave because of your product. They leave because of how it’s delivered. If your handoffs are clunky, wait times are long, or communication is inconsistent, your customer feels it, even if you’re doing everything else “right.” That’s why I always say: a great product […]
PDCA and Kaizen: Proactive Approaches to Process Improvement
Process improvement isn’t just about fixing problems after they occur. It’s about anticipating potential issues and continuously seeking ways to enhance processes before they break down. By identifying and eliminating inefficiencies, organizations can boost productivity, reduce costs, and elevate customer satisfaction. To stay ahead, organizations must adopt proactive approaches to process improvement. Two of the […]
Beyond Perfection: What My Own Launch Taught Me About Operational Excellence
When I launched The Ops Edge Academy, I honestly thought… “This might not work for me.” Even though I help service-based businesses build scalable operations, this was my first time launching a program like this in its current format. And even with all my experience in process improvement, things didn’t go perfectly. We had tech […]
Real Breakthroughs & Our New Academy
Last week, we hosted a free live training: 60 Minutes to Process Excellence. And I’ll be real—I was nervous. I’m used to my 1:1 clients being thrilled. I’ve delivered keynotes to hundreds. But this felt different. When you offer something for free, it’s easy to default to pressure, gimmicks, or promises you can’t keep. But […]
How can we best serve you?
We have some new resources + events dropping very soon, but before we send anything your way, we want to be sure it’s exactly what you need. Take a second to let us know where your focus is right now so we can send you the most relevant tools, trainings, and support to meet you […]
Stop Process Failures Before They Happen – Here’s How
Change is tough—especially in service businesses, where processes are dynamic, customer-facing, and deeply tied to human behavior. That’s why so many process changes fail: resistance from employees, unclear objectives, and poor planning get in the way. But what if you had a structured, low-risk way to test, refine, and roll out process changes successfully? That’s […]
5 Signs Your Business Needs a Unified Process Improvement Strategy
Scaling a business is an exciting milestone, but it also comes with growing pains. Processes that were sufficient when your team was small often buckle under pressure as you expand. A unified process improvement strategy isn’t just a nice-to-have—it’s essential for sustaining growth and minimizing inefficiencies. Here are five telltale signs it’s time to embrace […]
From Chaos to Clarity: How to Visualize and Optimize Your Customer Journey
The start of a new year brings fresh opportunities to rethink how we approach our businesses, processes, and goals. It’s the perfect time to assess what’s working, what’s not, and how we can better serve our customers. One area that often gets overlooked but is critical to your success? Your customer journey. Your customer journey […]
Enhancing Customer Satisfaction Through Process Improvement
In today’s business world, customer satisfaction is king. Happy customers are more likely to stick around, spread the word about your business, and even become brand ambassadors. That’s why it’s so important for service-based businesses to focus on process improvement. By streamlining your internal operations and building strong customer-facing processes, you can create a seamless […]
