HANDS-ON HELP FOR SMALL BUSINESSES

Happier customers. Cleaner books. Calmer you.

Hey! I'm Shay 👋 — a fractional CX leader and bookkeeper. I find what's actually working in your business, and what isn't, and tell you the truth either way. Pick the customized help you need.

• Customer Experience

• Bookkeeping

My Story

I didn't learn this in a classroom.

I was an early startup hire, twice, and I learned fast that two things quietly make or break a growing business: the experience you give your customers, and the state of your books. So I learned both — building and leading customer experience teams for some of Canada's biggest DTC brands, and getting certified in bookkeeping, because messy finances sink good companies just as fast as bad support does.

I've helped build businesses from the ground up, led large teams through millions in revenue, and seen firsthand what happens when founders don't have real support in either place. Now I bring that same caliber of help to small business owners — a genuine look at how your customers experience you, start to finish, and an honest read on what I find. Even the parts that are harder to hear.

MY PHILOSOPHY

HOW I WORK

I map your full customer journey, start to finish — every touchpoint, every system, every place a customer meets your brand. Not a quick scan, a real look.Then I tell you what I find. All of it. What's working, what isn't, and what it's quietly costing you — sometimes that's revenue, sometimes it's retention, sometimes it's your team's time or trust. I'd rather give you something true than something comfortable.What you do with it is completely up to you. But if you act on it, it works, because the diagnosis is real and the fix is built for your business, not pulled from a template.And if you'd rather not do it alone, that's what I'm here for too.

Text

MY PHILOSOPHY

WHERE HUMAN MEETS TECHNOLOGY

I find friction. Every customer journey has it — a place where someone has to wait, repeat themselves, guess, or give up. Most businesses never see it, because it's hiding behind a metric that looks fine.Take containment rate. A high number gets celebrated in a lot of board decks, but it doesn't tell you if the customer was actually helped. Sometimes it means they got a fast, correct answer. Sometimes it means they got frustrated and gave up. Sometimes it means they'll be back next week with the same problem, or worse, they won't come back at all — they'll just quietly stop ordering. The number looks the same either way. I know the difference, because I've built the systems that produce it: 70% AI containment at Endy, 50% at Lomi, and a clear sense of which conversations should never have been automated in the first place.That's the real specialty — not picking AI or human, but knowing which is which. Technology where it earns trust. A person where it matters.Because a memorable customer experience isn't a nice-to-have sitting on top of the basics. It's the whole point. I learned that seven years before I ever touched a CX platform, waiting tables at Cactus Club — a meal is forgettable, an experience is why people come back and tell their friends. Everything I do now is the same instinct, just with better tools.

CUSTOMER EXPERIENCE

WHAT I DO

Build from zero
A new CX function, a new brand, nothing in place yet. This is where I started my career, and it's still the work I love most.Diagnose what's broken
Full journey audits, FAQ reviews, UX reviews. I'll tell you what's actually happening for your customers, not just what looks fine on a dashboard.AI & automation
Bot training, AI implementation, containment strategy — done with the judgment to know what shouldn't be automated.Retention & loyalty
Behaviour-based programs grounded in actual psychology, not a generic points system.

CUSTOMER EXPERIENCE

HOW WE CAN WORK TOGETHER

The Audit - Starting at $1,750
A full, honest look at your CX operation. Fixed scope, fixed price, no surprises. You'll walk away knowing exactly what's working, what isn't, and what it's costing you.The Fix - Starting at $1,050
If your audit turns up something specific that needs hands-on work — a bot that needs retraining, an FAQ rebuild, a system that needs cleaning up — I'll handle it at a flat rate, scoped clearly upfront.Fractional CXO - Starting at $2,100/month
Ongoing strategic support, built around your business and the hours I actually have. Slack access with honest response times, calls after 2pm PST, a steady monthly rhythm. Not always-on, but always thoughtful.If you sign on for a retainer within 30 days of your audit, the audit fee comes off the top.Advisory Hours - $175 per hourSingle calls or one-off advice, billed in 30-minute increments — for when you just need a quick outside opinion, not a full engagement.Not sure you can swing it?I get it. These numbers are real, but so is my desire to see small businesses win. If you're early-stage, bootstrapped, or just not there yet budget-wise, let's talk. I'm happy to explore sliding scale, payment plans, or a lighter scope that still moves the needle. No shame, no awkwardness — just reach out and we'll see what we can build together.

• Book now

• Have more questions?

CUSTOMER EXPERIENCE

AVAILABILITY

I work full-time in CX leadership, which means everything I bring you is current and tested in a real, fast-moving operation — not theory. It also means I keep my client list small, so the people I do work with get my full attention, not whatever's left over.I'm reachable on Slack, with a clear and honest window for responses. Calls happen after 2pm PST. And if something's genuinely urgent, we'll figure out a plan for that together.

BOOKKEEPING

Simple, honest bookkeeping for small businesses.

No jargon, no surprises, no chasing me down for answers. I work with small business owners who need their finances organized, accurate, and actually understandable — so they can focus on running their business.

Services & Pricing

Straightforward pricing. No surprises.

All packages include monthly reconciliation, expense categorization, and a bookkeeper who actually responds to your messages.

Starter

$400+/month

Monthly reconciliation, expense categorization, basic profit & loss report. Perfect for new small businesses getting their foundation right.

• Let's Talk

Growth

$650+/month

Everything in Starter plus accounts payable and receivable tracking, monthly check-in call, cash flow reporting, and a bookkeeper who flags problems before they become expensive ones.

• Let's Talk