Approach
Three phases over ten weeks. Each phase ends with something you can use whether or not the next phase happens — we do not build toward a single delivery at the end.
Phase 01
Understand the current path
Objective: establish what actually happens today, measured rather than described.
- Interview six people: two wholesale, two roasting, two accounts
- Shadow four live enquiries from first email to first invoice
- Map every handoff, form, and spreadsheet, with timings
- Baseline the current eleven-day median with your own data
- One-page findings memo, circulated before phase two starts
Phase 02
Design the new path
Objective: one intake path, agreed by the people who will run it.
- Two design workshops with the wholesale team, not for them
- New intake form and pricing sheet, drafted and tested on real enquiries
- Written process with named owners at each step
- Templates for the four messages that get sent every time
- A dry run with two real enquiries before anything is announced
Phase 03
Hand it over properly
Objective: Fernhollow runs it without us, and can change it without us.
- Two training sessions, recorded
- Process documentation in your own tools, not ours
- Two weeks of observation with daily check-ins, then weekly
- Final review against the four-day target with measured results