CLIENT EXPERIENCE CONSULTING

​They experience one business.

 

Every business makes a promise. Sometimes explicit—in its marketing, its sales process or the words its employees use. Sometimes it is simply the expectation created by the brand. But what matters most is what happens when the customer actually arrives. I help businesses find the gap between what they promise, what their customers reasonably expect, and what they actually experience. For more than two decades, I have worked inside events and hospitality. My work sits at the intersection of hospitality, operations and human experience.

 

THE WENDY HARTIGAN CLIENT EXPERIENCE AUDIT

 

See your business from the customer's side of the experience.

 

A comprehensive examination built around three interconnected journeys: THE CUSTOMER JOURNEY, THE INFORMATION JOURNEY, THE RESPONSIBILITY JOURNEY. Together these journeys reveal the experience of the whole business. The Audit examines: WHAT YOU PROMISE. WHAT YOUR CUSTOMER EXPECTS. WHAT THEY ACTUALLY EXPERIENCE. Because internal complexity should never become customer complexity.

 

WHAT I LOOK AT

 

Every engagement is tailored. I may examine: First Impression and Communication. Transparency and Expectation Setting. Consistency. Staff Readiness and Operations. Physical Experience. Human Experience. Ethics and Trust. Service Recovery. Leadership, Accountability and Continuity.

 

THIS IS NOT MYSTERY SHOPPING

 

I don't pretend to be a customer. My work is transparent and leadership-focused. I examine the systems, processes, communication, capacity and operating conditions in which service occurs. Leadership owns the conditions in which service occurs.

 

THE WENDY STANDARD

 

Four questions guide my work: Did the customer receive a real answer? Did someone anticipate what they would need next? Was it clear who owned responsibility? Was the person considered—or merely processed? Excellent service responds well. Exceptional hospitality anticipates.

 

FROM OBSERVATION TO ACTION

 

Following a Client Experience Audit, findings are organized around: WHAT'S WORKING—Protect it. WHAT'S BROKEN—Fix it. WHAT'S MISSING—Build it. WHAT COULD BE EXCEPTIONAL—Elevate it. The result is a Client Experience Action Plan. Fix what's broken. Build what's missing. Elevate what's already good.

 

WHO I WORK WITH

 

My consulting work is designed for businesses where service, experience and customer trust matter: Hotels and Resorts, Event Venues, Restaurants and Catering Companies, Conference and Meeting Facilities, Hospitality Groups, Event Organizations, Service-Driven Businesses. You don't have to be broken to get better.

 

BUILDING SOMETHING NEW?

 

The customer experience begins before opening day. I work with businesses preparing to open, expand, reposition or transition. The objective isn't simply to be ready to open. It's to be ready for the customer.

 

ABOUT WENDY HARTIGAN

 

Experience earned where the promise meets the customer. I have spent more than 23 years working inside weddings, events and hospitality as the founder of Angel of Hearts Weddings and Events. That experience now informs my work as a Client Experience Consultant. I've spent more than two decades standing where the promise meets the customer.

 

LET'S TALK ABOUT YOUR CUSTOMER EXPERIENCE

 

I am currently selecting a limited number of businesses for initial Client Experience engagements. Let's talk about what your customers experience today—and what they could experience tomorrow.

 

Wendy Hartigan | Event and Hospitality Professional | Client Experience Consultant | Angel of Hearts Weddings and Events